The client
Dyson is an iconic British technology company established by Sir James Dyson in 1991. Over the decades, 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
In 2021, Dyson hosted 65 of its global sites including eCommerce on Sitecore. At the time, Dyson and its agency partner Valtech were managing business-as-usual activity during office hours, then combining their efforts to support the sites overnight and at weekends.
They had reached a point where relying on waking key developers in the middle of the night during critical incidents was no longer sustainable. Dyson’s websites served as vital decision-making resources for customers who spent £4.4 billion on Dyson products that year. With most revenue dependent on the availability of its global websites, any downtime had the potential to impact both revenue and Dyson’s reputation for innovation and reliability.
In addition to sales, the majority of Dyson’s product aftercare and customer support was delivered through its digital platforms. To maintain its reputation for quality and customer trust, Dyson needed to ensure round-the-clock website support.
As Sitecore experts with deep experience supporting global eCommerce environments, JAM was engaged as the ideal partner to assist Valtech and Dyson in managing and maintaining the 65 applications hosted on Dyson’s global Sitecore platform.
The solution
At the start of the engagement, JAM worked closely with Dyson and Valtech to gain a complete understanding of the existing Sitecore support operation. Our team spent time onsite with both Dyson and Valtech, meeting support teams to map out every aspect of the Sitecore applications under management.
We shadowed both teams to understand their existing workflows, system dependencies, and escalation processes. By gaining access to their environments, we became deeply familiar with Dyson’s Sitecore setup, its third-party integrations, common issues, and server configurations.
A key element of this work involved building on Dyson’s use of Splunk and Dynatrace for logs and diagnostics across its global digital ecosystem. JAM collaborated with both Dyson and Valtech to optimise Splunk dashboards and refine queries tracking critical customer journeys such as product search, pricing, stock availability, and order exports to SAP. This allowed engineers to identify issues quickly without requiring direct server access or disrupting key developers overnight.
Armed with these insights, JAM developed a coordinated support strategy and toolset tailored for Dyson’s Sitecore applications. Working hand-in-hand with Dyson’s US and UK support teams and Valtech’s technical specialists, we integrated our out-of-hours support into their existing framework. This provided seamless coverage and allowed their teams to get the rest they needed. Splunk dashboards monitoring performance, infrastructure health, and key APIs enabled our engineers to proactively detect and triage incidents, escalating only when platform-level changes were necessary.
Results:
By the end of the project, Dyson had the confidence that its 65 global markets were protected 24/7 across all time zones.
- JAM integrated fully into Dyson’s out-of-hours support operation, ensuring Sitecore issues could be triaged and resolved without impacting developers’ downtime.
- Splunk was embedded as a central observability layer, providing Dyson, Valtech, and JAM with a unified, real-time view of Sitecore performance, customer journeys, and integrations.
- Critical incidents were mitigated faster and with fewer disruptions, solidifying Dyson’s digital resilience and customer experience around the clock.
