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. 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
Digital Touchpoints:
Mobile App
Desktop Web
Kiosk App
PoS-System
Voice Interfaces (Alexa,...)
Rich Client App
System Availability Errors PerformanceBusiness Result
System Availability Errors PerformanceBusiness Result
System Availability Errors PerformanceBusiness Result

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

16. © 2014 Panera, LLC - Proprietary and Confidential
Getting it Done… Executing with optimism, mastery, and
speed.
Digital Mastery & Joy @ Panera
Prashanth Karre
Director, Performance Engineering

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Panera 2.0 /1.0 - The Desire to Friction Ratio
FrictionDesire /
In the Past ……..

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Panera 2.0 is Ready ..
Present ….

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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

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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

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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

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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

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Let‘s get everyone a slice of DynaBread!
Mobile DeveloperOperatorsExecutive Team MarketingPerformance Engineering

24. Page 24 | © 2014 Panera, LLC - Proprietary and Confidential
The Executive Slice

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User Experience Master View – Retail Web
• User Experience Index
• Bounce Rates
• Conversion Rate
• Omni-Channel Visits
• Geo-Location KPIs
• Landing/Exit Analytics

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The Ops Slice

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• Customer Satisfaction
Level
• Alerts and Diagnostics
• Hogging Threads to
Customer Satisfaction
Level
• User Action response
times
• Active User Visits
IT Operators

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The Mobile Developer Slice

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Kiosk App Performance Overview
• Kiosk Visits
• Kiosk Spinning and
Crashes
• Load Testing results
• Average user action
• Transaction Response
times

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Mobile & Web Performance Test Results:
• Website rankings
• Page size
• Third party
contribution
• Page response
times

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Performance Engineering Slice

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• Backend
Response Times
• Error Rate
• Transaction Rate
• Server Utilization
• Synthetic
Transaction
Performance Engineering

33. Page 33 | © 2014 Panera, LLC - Proprietary and Confidential
MarketingOps Slice

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CDN & 3rd Party Performance – Retail Web
• 3rd Party Performance
• User Behaviors Data

35. Page 35 | © 2014 Panera, LLC - Proprietary and Confidential
• Understanding
Conversion Rate by
Channel
• Understanding Bounce
Rate pattern
• Understanding Stockout
Rate
Marketing Slice

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Marketing

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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 & daya 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

38. Page 38 | © 2014 Panera, LLC - Proprietary and Confidential
Thank You – Enjoy the Conference!

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

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