The benefit of specialized support for Oracle Commerce
Unlike many of our competitors, Tenzing is heavily focused on ecommerce. Much of our product development and innovation is designed to help online merchants succeed. Our focus on performance optimization is built to help retailers optimize conversions. Our growing security practice is working hard to introduce tools that will keep environments safe and simplify the PCI compliance process for merchants.
Another way our teams are specialized is by platform. We support a number of enterprise ecommerce platforms including Oracle Commerce. That specialty and our internal expertise is very beneficial for our customers – as Grupo Exito recently experienced.
Tenzing’s support is very good – they already know our infrastructure and have unique visibility and expertise that allow them to make recommendations that others can’t. Our team is more confident going into the holiday season having first-hand experience with the expert support provided by Tenzings Oracle Commerce Team.
Fredy Correa, ATG Engineer, Grupo Exito
Grupo Exito has been a customer of Tenzings for a number of years and the length and depth of our relationship with Columbia’s largest retailer has meant that our teams are closely knit. With their dedicated Technical Account Manager acting as their advocate inside Tenzing, Grupo Exito has grown into one of Latin Americas largest online retailers and Tenzing Infrastructure and Managed Services have supported that growth.
Recently, their flagship site struggled to cope during a period of high load. In order to keep the site live the team had act quickly and turned off a number of site components to keep the site up. Once the traffic died down the team started looking for answers – they needed to ensure this didn’t happen during the upcoming holiday shopping season.
With ample infrastructure, and a successful load test behind them, the team couldn’t understand why the traffic had caused issues. They reached out to their development partner and platform provider for support, with little luck.
During their troubleshooting, one of the calls they made was to Tenzing. Although the performance issues were not infrastructure related, their TAM was able to connect them with our Oracle Commerce team to help resolve the issues.
Many of our customers have seen examples of Tenzings support staff going above and beyond to help customers work through issues, and this was no exception. After a thorough examination of the environment and application, the team was able to provide six recommendations for Exito to improve the performance of their environment. As the Exito team works through implementation for each of the recommendations, they are more confident than ever that they’ll be able to handle their upcoming peak season.