MM: In the IT service management area they refer to that commonly as, “problem determination” —with a specific goal of root cause analysis—what actually precipitated that as an event or a disruption. So in many respects, without the data, you really can’t do any problem determination. Nor can you identify the root cause for this very significant abandonment rate.

BK: That’s absolutely true, Michael. But it’s maybe even larger than that. Again, if we’ve only got a small percentage of users that take the time to give me notification or send me an email or respond to a survey or pick up the phone and call my call center, the question is, “How big is the problem?”

We’ve heard from some of our internet system management folks that they can come in one morning and they’ve got green lights across the board on their IT infrastructure. All the servers are up and running. Performance is great. There’s no lag time. The applications are all interacting appropriately. All green lights! All good!

But the phones ring and the e-mails are coming in from the marketing department or call center that, “Hey. We’ve got problems on the website.”

The next day, they can come in and there are no e-mails or calls from marketing or from the call centers. Everything seems to be great. They look at the board and the IT systems are red lights. There are things that aren’t talking to each other. Servers are down.

So where’s the breakdown? Where’s the disparity here?

We’ve been told specifically by our customers that having Tealeaf, and being able to either troubleshoot those calls that are coming—those feedback mechanisms from the call centers—from marketing—et cetera… or having the mechanisms to look at systems from the IT perspective is imperative to fixing whatever’s broken. That’s probably half the game.