Quantum Metric: Recovering lost revenue with digital experience analytics

About Quantum Metric

Quantum Metric captures user behavior insights and uses machine intelligence to enable enterprises to meet their customer experience goals.

Industries: Technology
Location: United States

To scale its products on demand and meet the security requirements of large enterprise customers, Quantum Metric moved to Google Cloud Platform, using Google BigQuery to analyze petabytes of data in seconds.

Google Cloud Results

  • Increases customers’ e-commerce sales by 15% on average with Quantum Metric platform on Google Cloud Platform
  • Provides near-instant results, helping close deals 3x faster and driving 50% growth
  • Meets enterprise security requirements such as SOC 2 and ISO 27001

Cloud hosting costs cut approximately 50%

What do you do when you try to buy something on a website, and it doesn’t work? Abandon your cart? Click the checkout button repeatedly? Refresh your browser?

Whatever actions you take, they represent valuable information to an e-commerce website. A frustrated customer often means at least one lost sale and potentially many more. It’s a widespread problem that most companies have zero visibility into. On average, businesses typically leave 15% of revenue on the table due to negative customer experiences, according to Quantum Metric, an experience analytics company that helps large e-commerce sites reclaim lost revenue.

Quantum Metric captures user interactions at the browser or mobile app level—not the network stream—giving its customers behavioral insights into bugs and navigation frustrations that, when resolved, can yield millions of dollars in sales. That means analyzing huge amounts of data on demand from some of the world’s largest auction sites, apparel vendors, and entertainment companies.

“Google BigQuery unlocked such vast power and scale that we realized we were limiting ourselves previously using a relational database. Google BigQuery differentiates our analytics products from the competition, because no matter what questions we ask or how much data we put in, we get results in seconds.”

Mario Ciabarra, Founder & CEO, Quantum Metric

After a short stint with another cloud services provider, Quantum Metric moved its entire infrastructure to Google Cloud Platform for high-performance, scalable data processing and analysis. Using Google BigQuery, a fully managed, serverless data warehouse, Quantum Metric can query across petabytes of information in seconds.

Using real-time queries via Google BigQuery, Quantum Metric’s patent-pending Funnel DNA analyzes customers’ digital conversion funnels to quickly identify issues that are preventing customers from converting. This automatic discovery has identified hundreds of issues, from technical problems such as a checkout button not functioning to user experience issues that prevent users from completing a funnel.

Quantum Metric screen shot

“Google BigQuery unlocked such vast power and scale that we realized we were limiting ourselves previously using a relational database,” says Mario Ciabarra, Founder and CEO, Quantum Metric. “Google BigQuery differentiates our analytics products from the competition, because no matter what questions we ask or how much data we put in, we get results in seconds.”

Analyzing billions of events

After the browser interactions are captured and processed using Google Compute Engine and uploaded to Google Cloud Storage, enterprises often need to retroactively examine the entire set of browser interactions to identify the impact of an issue that had occurred in the past.

Quantum Metric uses Google Cloud Functions, an event-driven, serverless compute platform, to automatically spin up hundreds of thousands of virtual browsers. Billions of customer interactions are then replayed in seconds, automatically importing data into Google BigQuery to assess the financial impact of any issues and help customers prioritize remediation efforts. There are no servers to manage, and Quantum Metric only pays for the time it takes the code to run.

“What we do is incredibly CPU intensive, and for some customers, it’s unacceptable to wait an hour for answers because they’re losing money every minute,” says Mario. “With Google Cloud Platform, we can harness the power of hundreds of thousands of computers for short bursts and help customers reclaim 15% of revenue, on average.”

“With Google BigQuery, we don’t need an army of analysts to save our customers millions. Once our customers see the power of serverless analytics, we close deals very quickly—up to three times faster. Since we started using Google BigQuery, our business has grown by 50%.”

Yotam Yemini, Senior Vice President of Sales, Quantum Metric

Saving customers millions

For Quantum Metric’s customers—some of the largest retailers in the world—that 15% can mean millions of dollars. One large retailer saved $45 million in a week by solving issues related to international currency checkout errors and faulty password resets. A major airline reclaimed $70 million by identifying errors in flight searches. During periods of high activity and high revenue stakes such as Black Friday, which typically brings 10 times the normal traffic load for online retailers, Quantum Metric can scale instantly to give customers the insights they need.

“With Google BigQuery, we don’t need an army of analysts to save our customers millions,” says Yotam. “Once our customers see the power of serverless analytics, we close those deals very quickly—up to three times faster. Since we started using Google BigQuery, our business has grown by 50%.”

Google BigQuery also helps Quantum Metric reduce costs by separating storage from compute in the billing process and avoiding the need to provision and manage resource-intensive virtual machines with solid state drives (SSD).

“For the types of queries we run, Google BigQuery is a perfect fit, reducing our overall cloud hosting costs by approximately 50% compared to using large CPU instances with SSDs,” says Mario.

“Google has helped us in so many ways, from helping us build a cost-effective cloud architecture to helping us move mountains for our customers and win sales. I truly feel like Google wants us to succeed.”

Glenn Trattner, Chief Operating Officer, Quantum Metric

A more secure cloud

As Quantum Metric serves more global companies, security and compliance are key considerations. Google BigQuery adheres to US-EU safe harbor agreements and makes it easy to maintain strong security with fine-grained identity and access management control. Google BigQuery data is always encrypted, at rest and in transit. Additionally, Google Cloud Platform meets SOC 2 controls over security, availability, and confidentiality, and has earned ISO 27001 certification for its systems, applications, people, technology, processes, and data centers.

“Google’s commitment to world-class security takes a big burden off our shoulders as a small startup,” says Mario. “If our customers have concerns, we simply show them Google’s compliance certificate, and it’s easy.”

Moving mountains with Google

As Quantum Metric grows, it will continue to leverage its relationship with Google to add value for its customers. For example, Quantum Metric is now giving customers access to raw data and giving them the option to use Google BigQuery to merge other datasets, such as digital marketing data. This gives Quantum Metric customers the ability to have more control over extracting insights from the extensive data available to them via Quantum Metric.

“Google has helped us in so many ways, from giving us credits as part of the Startup program and helping us build a cost-effective cloud architecture to helping us move mountains for our customers and win sales,” says Glenn. “I truly feel like Google is part of our team and wants us to succeed.”

About Quantum Metric

Quantum Metric captures user behavior insights and uses machine intelligence to enable enterprises to meet their customer experience goals.

Industries: Technology
Location: United States
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