Company: NovaMart
Industry: Retail (E-commerce & Brick-and-Mortar)
Employees: 3,500
Headquarters: Chicago, IL
Challenge: Disparate data silos, delayed incident response, poor visibility into customer experience
Solution: Splunk Enterprise + Splunk ITSI + Splunk Observability Cloud
The Challenge
NovaMart, a rapidly growing retail chain with over 150 stores and a booming e-commerce platform, was facing serious operational challenges. With millions of customer transactions, inventory updates, and digital touchpoints daily, the company’s IT team struggled to:
- Monitor real-time system performance
- Respond quickly to outages
- Correlate data across systems (POS, web, logistics)
- Prevent security breaches proactively
Their legacy monitoring tools generated excessive noise but lacked actionable insights, resulting in delayed issue resolution, lost revenue, and growing customer dissatisfaction.
The Solution: Enter Splunk
NovaMart partnered with Splunk to unify its data and build a proactive, insights-driven operations strategy. Here’s how:
✅ 1. Unified Data Platform with Splunk Enterprise
Splunk was used to centralize logs from their POS systems, cloud infrastructure (AWS & GCP), ERP, and website backend. Data ingestion pipelines normalized and indexed 2 TB of daily logs.
✅ 2. Predictive Monitoring with Splunk ITSI
Using KPIs and service-level health scores, ITSI enabled the operations team to move from reactive firefighting to predictive monitoring. NovaMart reduced mean-time-to-detect (MTTD) by 60%.
✅ 3. Real-Time Customer Insights
With Splunk’s Observability Cloud, the digital team tracked user journeys, page load issues, and cart abandonment in real time, identifying $1.2M in potential lost sales monthly due to slow APIs.
✅ 4. Security Intelligence
Splunk Enterprise Security was layered in for threat detection and incident response. In its first month, the system flagged and helped stop a credential stuffing attack on NovaMart’s loyalty program.
| Metric | Before Splunk | After Splunk |
|---|---|---|
| MTTD | 48 minutes | 18 minutes |
| Incident Resolution Time | 3+ hours | <1 hour |
| Fraud Detection Accuracy | 72% | 95% |
| Customer Satisfaction (CSAT) | 78% | 91% |
Key Takeaways
- Splunk’s machine data platform enabled unified observability across all environments.
- ITSI helped NovaMart shift from reactive to proactive operations.
- Real-time data led to faster decisions, improved uptime, and increased customer trust.
Interested in transforming your business with Splunk?
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