Smarter Monitoring, Happier Customers
In the world of SaaS, keeping customers happy means ensuring your software runs smoothly—at every step, every time. That’s exactly why leading provider of business software, The Access Group, relies on thinkTRIBE to ensure seamless SaaS performance and customer satisfaction. Nowhere is this more vital than in their Care Division, where software reliability directly impacts lives.
The Challenges
Managing CX at scale
Understanding Real-World User Experience: Highly customisable solutions made it difficult to assess true customer impact.
Slow Incident Resolution: Troubleshooting consumed valuable developer time, delaying fixes and reducing efficiency.
Measuring CX Post-Release: While backend changes were trackable, their effect on end-user experience was harder to gauge.
The thinkTRIBE Solution
thinkTRIBE’s DCX Intelligence Monitoring Service transformed The Access Group’s approach to CX management:
24/7 Real-User Journeys: Simulating customer interactions provides an accurate CX benchmark.
Fully Managed SaaS Monitoring: Handling scripting, code maintenance, and proactive support frees up developer time.
Multi-Tenant Environment Monitoring: Highlights infrastructure-wide performance issues before they escalate.
Seamless Integration: Works across architectures and integrates with platforms like PagerDuty for incident response.
When issues arise, thinkTRIBE’s Video Replay and Wallboard provide instant visibility, helping teams quickly verify, diagnose, and resolve problems.
The Results
1. True CX Visibility & Data-Driven Improvements
thinkTRIBE soon became a key tool in The Access Group’s CX strategy, providing an accurate, real-world view of performance. As Ovidiu Julean, Director of Products & Engineering – Care, explains:
"thinkTRIBE is the final validation point—if it’s down for thinkTRIBE, it’s down for our customers. It’s the source of truth, accurately reflecting real-user experience."
2. Faster Issue Resolution & Happier Customers
Early Warning System: Detects slowdowns before they escalate into errors.
Quick Diagnosis: Identifies issues, providing video replay and evidence for faster resolution.
Clear insight into customer-reported issues to determine if external factors are at play.
"Faster issue resolution leads to happier customers. My goal is to minimise engineering time spent diagnosing problems so we can fix them quickly."
3. Enhanced Developer Productivity
With thinkTRIBE, engineers spend less time troubleshooting and more time building new features:
"We’ve dramatically improved CX—customer journeys are faster, and performance metrics are greener. Monitoring helps us resolve issues faster."
4. Driving Retention & Protecting Revenue
thinkTRIBE enables The Access Group to deliver seamless experiences, improving customer satisfaction and retention, ultimately protecting gross revenue retention (GRR).
"thinkTRIBE provides the closest insight into real-user experience. The managed service model is a huge value-add, saving our team time while improving CX."
Conclusion
By integrating thinkTRIBE’s proactive CX and performance monitoring service, The Access Group has accelerated issue resolution, boosted developer efficiency, and enhanced SaaS CX. The result? More satisfied customers, streamlined operations, and long-term business success.
Read the full case study here or 'earn more about how our DCX Intelligence Service can help maximise your SaaS CX.