July 10, 2012, 10:00 AM — Swarovski, maker of cut crystal jewellery and fashion items, is using Compuware dynaTrace application
performance management (APM) to ensure the smooth-running of its online stores.
Swarovaski started working with dynaTrace last year, before it was acquired by Compuware in July 2011, as part
of an early access program. The company implemented version 4 of dynaTrace Enterprise edition, and has since
upgraded to version 4.1.
During that time, Swarovski claims to have seen 80% better performance in back office apps, and 20% performance
improvement at the checkout.
Ren Neubacher, team leader of eBusiness B2C operations at Swarovski, said that the company sells products in 24
countries and in six different languages, so working in multiple time zones and ensuring optimum performance is
While Swarovski's IT department previously had good insight into the running of its data centre and networks, it
was not able to monitor the experience on end-user clients. Neubacher said the company chose dynaTrace APM because
it was technically up-to-date, easy to configure and had a dashboarding capability.
taking a long time to load on some clients with low CPU or RAM. The company is now planning to phase out its use of
It also discovered that checkout delays, which had previously been blamed on the payment providers, were
actually down to a login problem. This could easily be fixed, resulting in a significant improvement in checkout
Meanwhile, its backoffice systems had been developed in-house, and suffered from long waiting times. Using
dynaTrace, the company discovered that some database indexes were missing, resulting once more in a drastic
Neubacher said that, although these are "low-hanging fruits", dynaTrace has greatly reduced mean time to
"In the early days I would have to go to development and say, here is a problem on the front end, and he would
have to find out where in the code it's situated," said Neubacher. "Now I can drill down from the dashboard, find
the right piece of code and then go to development and ask them to fix it.
"You avoid finger pointing - the fact that you really know where the error is means you don't have to guess. We
are all talking in the same language."
As well as helping the IT department, dynaTrace has brought benefits for the whole business, according to
Neubacher. The company has created dashboards that allow executives to monitor the traffic and transactions in
different counties, and use this information to make informed decisions about future business strategies.