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Ensuring Business Continuity During the Coronavirus Crisis

By Antony Edwards

Antony Edwards

Antony Edwards - 21 April 2020

In a recent piece on how organizations are grappling with the pandemic, CIO’s Clint Boulton wrote, “As the COVID-19 coronavirus rattles industries, it’s more important than ever for IT leaders to ensure employees have the tools they require to work remotely and securely.” This is certainly true, but it’s equally important that business continuity plans include strategies for ensuring that customers and partners are able to receive the digital products and services they rely on throughout the pandemic’s duration.

There is one central component uniting these two business continuity goals—technology. With this in mind, this final post in our series on the business implications of coronavirus (check out our previous blogs here and here) focuses on how businesses can ensure employees and key external groups experience the minimum amount of friction possible.

Staff, customers, vendors and partners all interact with different parts of websites and applications in different ways and with different expectations for performance. As such, the only way to truly test that digital infrastructure is prepared for the ramifications of coronavirus is to experience the technology through the eyes of these customer groups. This is one reason why intelligent, AI-driven testing should be a critical part of any business continuity plan.

Eggplant enables companies to adopt a user-centric approach to testing, and evaluate every permutation of their users’ journeys to gauge the performance and effectiveness at every stage. Drawing on our image analysis capabilities, organizations can see the screen as it appears to their customers. In addition, companies can create synthetic users for every customer profile—whether it’s an internal staff member, a customer or another key user group. From there, this data can be further analyzed by device or operating system. For example, does a business user accessing a custom workflow on an Android tablet experience performance delays or usability issues that don’t affect his iPad-user counterparts?

Customer-facing organizations can also draw on these insights to understand how technical factors are impacting business outcomes. The coronavirus new normal has led to an increase in online shopping for everyday essentials and novelty items alike. In this environment, consumers can easily become frustrated by slow checkout pages or abandon the purchase attempt altogether. Experiencing the technology as it appears to users—and correlating this behavior to business outcomes—is the only way companies can make any adjustments necessary to ensure business continuity as the pandemic unfolds.

In a recent TechRepublic article on enterprise emergency preparedness Todd Weiss wrote, “For many companies in today’s COVID-19 national and global crisis…lack of preparedness is causing many stresses to businesses, workers, and the economy.” In many cases, this stress is unavoidable particularly given the unprecedented nature and scope of the crisis. However, by adopting a user-centric approach to testing, organizations can ensure that the performance of their websites and applications is part of the solution rather than part of the problem.

Learn more about Eggplant and how we can help you address business continuity concerns today, and make testing part of your emergency preparedness planning in the future.