To Watch Replay: https://info.dynatrace.com/apm_wc_panera_na_registration.html Panera 2.0 is now reality as a result of their digital transformation. All 2000+ Panera Bread stores across the US and Canada now support mobile orders and in-store kiosks, but it was not an easy journey. It took a cross functional team of experts to kickoff, and now it has been rolled out company wide. Customers are now leveraging all digital channels from mobile to web, and in the restaurants. In this on-demand webinar, Prashanth Karre, Director, Performance Engineering, at Panera and Klaus Enzenhofer, Director Technology Strategy, at Dynatrace discuss: What we can learn from Panera Bread's successful digital transformation Why data silos are such a big issue and how to overcome them How Dynatrace data is used by executives, IT operations, mobile developers, performance engineering, and others business groups Panera strives to be digital masters and deliver joyful digital experiences to their customers (and delicious food too!). Watch to gain insights into how they successfully achieved their goal.

1. Digital Mastery & Joy at Panera Bread
klaus-enzenhofer
@kenzenhofer
Prashanth Karre
Director Performance Engineering,
Panera Bread
Klaus Enzenhofer
Director Technology Strategist, Dynatrace

2. Digital Mastery

3. Today mobile is just a fact!
Single Day 2016

4. Marriott Mobile App
Book Travel Check-In Service

5. 12-01-2011IAR - Version 0.91
5

6. 6

7. The digital Raptors are already out there!

8. Biggest challenge for Digital Customer Experience
IDG Research: April 2017 - http://www.computerwoche.de/a/digitale-kundenbeziehung-keine-halben-sachen,3330524,2
Data silos (department specific databases, missing
integration of data sources,...)
Poor data quality
Missing coordinated process between departments
Redundant data

9. Didn’t we just break the silos with DevOps
Dev Perf/Test Ops
Faster Innovation with Quality Gates
Faster Acting on Feedback
Unit Perf
Cont. Perf
New DeployCI CD
Triage/Optimize
Update Tests
Innovate/Design

10. Digital Touchpoints:
Mobile App
Desktop Web
Kiosk App
PoS-System
Voice Interfaces (Alexa,...)
Rich Client App
Locations:
Vienna, Austria
Store Salzburg
Checkin Terminal A FRA
Constructionside ABC, India
Device:
Mobile
Mobile Broswer
Kiosk
ATM
Car Entertainment System

11. …what does that mean to our DevOps approach
Mobile App
Web App
Kiosk App

12. Marketing Analysts
Executives
Search Engine Optimization
Security team
Buisness Analytics
Fraud Detection
UX-Designer
App Owner
CxO
Customer Service Team

13. Are we making MONEY with Max?
Which digital touchpoints is MAX using?
Digital Touchpoints:
Mobile App
Desktop Web
Kiosk App
PoS-System
Voice Interfaces (Alexa,...)
Rich Client App

14. Silo #4
Silo #3
Silo #2
Silo #1
Are we making MONEY with Max?
Which digital touchpoints is MAX using?
System Availability Errors PerformanceBusiness Result
System Availability Errors PerformanceBusiness Result
System Availability Errors PerformanceBusiness Result
System Availability Errors PerformanceBusiness Result

15. Which digital touchpoints is MAX using?Are we making MONEY with Max?

17. © 2014 Panera, LLC - Proprietary and Confidential
Getting it Done… Executing with optimism, mastery, and
speed.
Digital Mastery & Joy @ Panera
Prashanth Karre
Director, Performance Engineering

18. Page 18 | © 2014 Panera, LLC - Proprietary and Confidential
Panera 2.0 /1.0 - The Desire to Friction Ratio
FrictionDesire /
In the Past ……..

19. Page 19 | © 2014 Panera, LLC - Proprietary and Confidential
Panera 2.0 is Ready ..
Present ….

20. Page 20 | © 2014 Panera, LLC - Proprietary and Confidential
Reducing Friction within the Cafe
Rapid Pick-Up Vision
Self-Serve Kiosk – Reduce the Line
Table Delivery – Avoid the “Mash Pit”
Panera 2 You – Small & Large Order Delivery
Panera Delivery – Avoid the traffic
Customer Care – Centralize Phone Calls

21. Page 21 | © 2014 Panera, LLC - Proprietary and Confidential
Panera 2.0 - Usage Stats
2024* Stores across US and
Canada
Total Order placed via Digital
platform - 25%
Total App Downloads -
Nearing 4.5m
Total Kiosks in-Store - 3918
(744 Cafes)
* As of September 2016

22. Page 22 | © 2014 Panera, LLC - Proprietary and Confidential
Panera 2.0 Focus …
Devices
– Mobile
– Mobile Web
– Kiosk
Back of House
• iCafe
- Forecasting
- Labor
- Food
- Cash
- Reporting
Digital Touchpoints
– Mobile App
– Desktop Web
– Kiosk App
– Pos-System

23. Page 23 | © 2014 Panera, LLC - Proprietary and Confidential
Customer view Datacenter
APM Architecture
Retail
Web
Catering
DB
Dynatrace
• DB
• JVM
• Health of Server
• Define SLAs
vCOPs
• VM Status
• Cluster/Host Status
OEM
• Oracle Database
Manager
SRM EMC Storage Resource Monitoring Suite
ALERTS and NOTIFICATIONS: Need to Define Recipients for Alerts and Process for Resolution
SolarWinds
• Network
Connectivity
Up/Down Status
Backbone
Dynatrace
• APM: Application
Performance
Management
• Root Cause Analysis
• Fault Domain Isolation
• Synthetic Monitoring
Systems Management
Tools: Infrastructure
UEM(Real User
Monitoring)
Formerly UEM: User
Experience Monitoring
+ Synthetic Monitoring
Mobile
Akamai /
Panera
Dynatrace Synthetic
• Synthetic Transaction Monitoring
• Quickly Determine where issue resides
• Backbone
• Last Mile
• Datacenter (DynaTrace for drill down)
splunkLog Monitoring and Unstructured Data (e.g. Akamai logs, server logs, etc.)
CRASHLYTICS

24. Page 24 | © 2014 Panera, LLC - Proprietary and Confidential
Let‘s get everyone a slice of DynaBread!
Mobile DeveloperOperatorsExecutive Team MarketingPerformance Engineering

25. Page 25 | © 2014 Panera, LLC - Proprietary and Confidential
The Executive Slice

26. Page 26 | © 2014 Panera, LLC - Proprietary and Confidential
User Experience Master View – Retail Web
• User Experience Index
• Bounce Rates
• Conversion Rate
• Omni-Channel Visits
• Geo-Location KPIs
• Landing/Exit Analytics

27. Page 27 | © 2014 Panera, LLC - Proprietary and Confidential
The Ops Slice

28. Page 28 | © 2014 Panera, LLC - Proprietary and Confidential
• Customer Satisfaction
Level
• Alerts and Diagnostics
• Hogging Threads to
Customer Satisfaction
Level
• User Action response
times
• Active User Visits
IT Operators

29. Page 29 | © 2014 Panera, LLC - Proprietary and Confidential
The Mobile Developer Slice

30. Page 30 | © 2014 Panera, LLC - Proprietary and Confidential
Kiosk App Performance Overview
• Kiosk Visits
• Kiosk Spinning and
Crashes
• Load Testing results
• Average user action
• Transaction Response
times

31. Page 31 | © 2014 Panera, LLC - Proprietary and Confidential
Mobile & Web Performance Test Results:
• Website rankings
• Page size
• Third party
contribution
• Page response
times

32. Page 32 | © 2014 Panera, LLC - Proprietary and Confidential
Performance Engineering Slice

33. Page 33 | © 2014 Panera, LLC - Proprietary and Confidential
• Backend
Response Times
• Error Rate
• Transaction Rate
• Server Utilization
• Synthetic
Transaction
Performance Engineering

34. Page 34 | © 2014 Panera, LLC - Proprietary and Confidential
MarketingOps Slice

35. Page 35 | © 2014 Panera, LLC - Proprietary and Confidential
CDN & 3rd Party Performance – Retail Web
• 3rd Party Performance
• User Behaviors Data

36. Page 36 | © 2014 Panera, LLC - Proprietary and Confidential
• Understanding
Conversion Rate by
Channel
• Understanding Bounce
Rate pattern
• Understanding Stockout
Rate
Marketing Slice

37. Page 37 | © 2014 Panera, LLC - Proprietary and Confidential
Marketing

38. Page 38 | © 2014 Panera, LLC - Proprietary and Confidential
If you want to be successful with Digital Transformation or if you
just want to remove friction for your customers – be aware you
ALSO have to remove internal friction & data in Silos by having
Stewardship of the data
Panera 2.0: An Omni-Solution
enabler of the “Food as it should
be” experience
Key to Success … In The Digital Transformation Era

39. Page 39 | © 2014 Panera, LLC - Proprietary and Confidential
Thank You

40. Thank You!
klaus-enzenhofer
@kenzenhofer
Prashanth Karre
Associate, Sr. Manager – DBA,
Performance Engineering, Panera
Klaus Enzenhofer
Director Technology Strategist, Dynatrace

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