The client
Dyson is an iconic British technology company established by Sir James Dyson in 1991. Since then, it has become a household name and the go-to designer and manufacturer of appliances including vacuum cleaners, air purifiers, hand dryers, bladeless fans, heaters, hairdryers, and lights.
The challenge
Dyson hosts 64 of their global sites, including eCommerce, on Sitecore. Dyson and their agency Valtech were working hard on BAU activity during office hours, and then combining their efforts to support the sites overnight and at weekends.
The teams had reached a situation where they could no longer afford to rely on waking up their key developers up in the middle of the night should a critical situation occur. Dyson’s websites are a vital decision making resource for customers, who spent £4.4 billion on Dyson products last year. As most of this revenue depends on customers being able to access their global websites, downtime at any hour of the day or issues with availability on the site could have a detrimental impact on Dyson’s revenue, and cause an embarrassing blow to their reputation as a retailer.
As well as sales, the majority of the aftercare of the Dyson products and customer support is dealt with through the website. To avoid risking their reputation for quality goods, it is critical that the Dyson website is supported around the clock.
As Sitecore experts with plenty of experience working on global eCommerce sites, JAM was the perfect partner to assist Valtech and Dyson with supporting the 64 applications hosted on Dyson’s global Sitecore platform.
The solution
At an early stage, JAM began to get under the skin of the Dyson Sitecore support operation, integrating ourselves closely with the Dyson and Valtech teams. We spent time onsite with the agency and the client, meeting with their support teams to understand every aspect of the applications we support.
JAM spent significant time shadowing the Dyson and Valtech support teams to understand how their current support strategy worked. We gained access to their systems and became experts in their Sitecore setup, including the third party integrations involved, common issues to troubleshoot and the details of their servers.
We were then able to define a support strategy and toolset for the Sitecore applications that made sense. Working with the Dyson support team in the US and UK as well as the Valtech technical team, we integrated our own assistance offering into theirs, seamlessly filling the gaps so that they could get some rest whilst we take care of their critical channels.
Results:
- Dyson reassured that 64 global markets are protected 24/7 and across all timezones
- JAM integrated fully with the Dyson out-of-hours support team to be able to triage and solve Sitecore issues
