customer story

Jenny Craig

Detecting and Resolving Issues At Lightning Speed

Jenny Craig is a weight loss, weight management, and nutrition company. With more than 700 weight management centers in multiple locations globally, the company offers guided weight loss programs, including meals that are distributed to customers directly or through their centers. The Jenny Craig website allows customers to select plans, purchase them, and schedule appointments. Constantly monitoring website functionality is critical to Jenny Craig’s business success.

This is a summary of an interview with Dominic Trelford, network security operations center supervisor, Jenny Craig. It has been edited for clarity.

Before leveraging Catchpoint active observability, outages or issues impacting either of these resources generally lasted much longer and it took a lot longer to determine the cause of the issue. With Catchpoint active observability, we’re able to see these issues the second they occur, even when availability is at one hundred percent and functionality is the only thing that’s changed.Before leveraging Catchpoint active observability, outages or issues impacting either of these resources generally lasted much longer and it took a lot longer to determine the cause of the issue. With Catchpoint active observability, we’re able to see these issues the second they occur, even when availability is at one hundred percent and functionality is the only thing that’s changed.

Jenny Craig uses Catchpoint to:

  • Manage website performance and availability.
  • Improve customers’ digital experience by fixing issues faster.
  • Send alerts to the right team without waking somebody up that shouldn’t be.
  • Get access to 24x7 customer support.
Employees:
1000-5000
Revenue:
$127.06 Million
Headquarters:
Carlsbad, CA
Industry:
eCommerce

Before leveraging Catchpoint active observability, outages or issues impacting either of these resources generally lasted much longer and it took a lot longer to determine the cause of the issue. With Catchpoint active observability, we’re able to see these issues the second they occur, even when availability is at one hundred percent and functionality is the only thing that’s changed.

Dominic Trelford
,
Supervisor

Problem

My name’s Dominic Trelford and I’m a network security operations center supervisor at Jenny Craig. Jenny Craig provides one-on-one training and nutritional support and food packages for our customers. We invest heavily in ensuring performance because our top priority is to make sure that our website has one hundred percent uptime for all our customer-facing resources.

Catchpoint's active observability is very important for the Jenny Craig customer experience. When we saw the level of detail that Catchpoint active observability could provide to improve our customers’ digital experience, we realized that we didn’t have anything like that monitoring our employee experience or our internal sales tool.

With Catchpoint, we’re able to see when there’s a functionality impairment or issue as opposed to an availability impairment, something that we were previously unable to do.

Solution

We have integrated Catchpoint at multiple levels in our monitoring stack, both with data collection and analysis in the Splunk platform and in escalation. We were also able to connect Catchpoint to PagerDuty and ensure that payloads from Catchpoint alerts were routed properly to the right teams. At this point, with these systems set up the way they are, Catchpoint, PagerDuty, and Splunk can work almost independently of an operator. We can trust they’re able to send alerts to the right team without waking somebody up that shouldn’t be!

We’ve been able to develop a fantastic working business relationship with Catchpoint, both with our account manager, our support engineer, and the technical support that’s available to us 24/7. 24x7 support is almost unheard of in the business, especially with synthetic monitoring.  And the fact that we can contact Catchpoint at any time, day or night, holiday or no, to take a look at our systems is fantastic.

Results

Catchpoint has had a major impact on the business, both with cart and checkout functionality and with scheduling appointments. Before leveraging Catchpoint active observability, outages or issues impacting either of these resources generally lasted much longer and took a lot longer to determine the cause of the issue. With Catchpoint active observability, we’re able to see these issues the second they occur, even when availability is at one hundred percent and functionality is the only thing that’s changed.

When we do have issues, we’re able to fix them much faster than before, which has had a definite impact on our ability to do business with our customers.

If you’re considering purchasing Catchpoint active observability, and you’re looking for a tool that can provide you with a high level of granularity, a 24x7 support team, and an account team that’s here to help you work through any objective, there’s really no other tool on the market right now capable of providing that level of support and that kind of detail.