Grass Roots Group creates custom websites for each reward, recognition, event, shopping and survey program the company deploys for its customers. The performance of the websites is critical in motivating employees, business partners and other constituent groups to participate. As an example, sales reps can register closed deals and then visit an online store to buy things as a reward for their performance.
“The programs we create help generate revenue and goodwill for our customers,” says Tim Rohde, Manager of Information Technology for Grass Roots America. “If end users do not enjoy a positive experience when visiting our customer websites, the programs won’t deliver the value we commit to. The sites are the lifeblood of our company.”
As Grass Roots grew rapidly and partnered with large customers, Tim and the website performance monitoring team realized the need for an automated tool to measure performance and to report on usability issues. “Previously, when a customer reported a problem, we would ask for screen shots and other information to diagnose the issue,” Tim says. “Instead of continuing with this approach, we wanted to leverage an investigative tool to proactively tell us when a site experiences an issue.”
In the early years of the company, Grass Roots typically serviced customers with up to a few thousand users. But in recent years, with additional customers coming on board that employ as many as 500,000 people, the need for a proactive website monitoring tool became paramount. “As we grew and expanded our customer base with larger customers, we started receiving many more calls,” Tim says. “There was no way to support our customers properly with our previous method.”