SaaS vendor diagnoses mysterious customer complaints in minutes

Datastream's hosted software business served 60% of the Fortune 500. The problem with the SaaS business was that when customers encountered problems, they lacked the expertise to provide Datastream's IT team with the information necessary for efficient troubleshooting.

What Datastream needed was a tool that could monitor the end-user performance and other key parameters right from the user's own browser window. Enter Symphoniq TrueView.

"As soon as the product trial began, we could see that TrueView would make problem-solving much easier."

-Jim Plourde, VP of Web Services

TrueView quickly gave Datastream's team the information they needed.

"Within the first hour after installation, we were looking at the end-to-end data on individual customer transactions," said Jim Plourde, VP of Web Services. "TrueView gave us detailed, objective metrics to show us what users were really experiencing."

Datastream now has a much easier way to handle any performance problems that arise.

"If our helpdesk gets a call from a customer, we can direct them to a TrueView monitored server and get end-to-end visibility into what they're actually experiencing," said Plourde.

"We can save hours or even days and give a much more effective and efficient response to our valuable customers."

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