Case Study: Cornerstone OnDemand Makes End User Experience The Priority For IT Operations

Companies with distributed operations often struggle with managing customer experience. This report summarizes some of the major lessons learned from Cornerstone OnDemand, a cloud-based talent management company that needed to improve its customer experience. The report provides Cornerstone's best practices for defining a centralized, comprehensive strategy for performance management that allowed the firm's IT operations team to spend less time troubleshooting and restoring applications used by its end customers and less time trying to recreate the problems in order to understand them. These best practices helped Cornerstone OnDemand's broader IT organization shift from a reactive to proactive mode and improve how service performance is delivered with a consistent end user experience.