Bon-Ton gets to the root of seamless experience

When it comes to supporting the back end of omnichannel retailing, the Bon-Ton Stores Inc. digs deeper than supply chain.



Bon-Ton has selected the end-user experience monitoring (EUM) solution from Catchpoint Systems, a digital performance analytics company, to help optimize the company’s digital customer experience. Specifically, the retailer will use Catchpoint’s Synthetic (Active) Monitoring solution to ensure that its e-commerce website and mobile site deliver consistently high performance, and to find and fix issues before they impact consumers.



Bon-Ton operates 267 department stores in 26 states also serves customers around the U.S. through its website, The company chose Catchpoint’s EUM solution for its extensive array of test types and the depth and speed of its analytical capabilities. These will enable the retailer to monitor a wide range of objects -- including third-party services -- that affect web performance; as well as diagnose localized or ISP-specific issues in real time.



Ultimately, this will help Bon-Ton provide a customer-friendly experience by correcting problems before they arise, potentially frustrating shoppers and threatening revenue.



“Nothing is more important to the success of our online strategy than delivering the same, exceptional experience that our customers have come to expect from The Bon-Ton Stores’ retail locations,” said Larry Kraus, VP of technologies at The Bon-Ton Stores. “Catchpoint provides the insight and reliable data that we need to take action to live up to that commitment. We look forward to applying this solution proactively, to develop an even better experience for our online shoppers.”



Retailers are increasingly reliant on a seamless customer experience to set them apart from competitors. Growing IT complexity - such as DNS resolution, third-party technology, and last-mile network issues – make it harder to see and control the factors impacting end-user performance. By obtaining real-time, object-level insight into these factors, Bob-Ton can help ensure it delivers highly satisfying, engaging customer interactions.