The Impact of Real User Monitoring (RUM) on Digital Transformation in the Utilities industry

Author(s)	Lakshmi Narasimha Rohith Samud
Country	United States
Abstract	The utilities industry is undergoing major digital transformation. Digital platforms such as web applications and mobile applications are increasingly used to serve customers with important functionalities such as customer portals, outage management systems, customer support, etc. With heavy adoption of digital platforms, real user monitoring (RUM), is important to understand how users interact with the applications. This paper explores the key challenges faced by the utilities industries, such as reliability and performance during peak/ storm conditions, user adoption of new functionalities, and improving the user experience across various touch points. This paper also explores integration of real user monitoring with observability tools which provide comprehensive health overview of the application
Keywords	Real User Monitoring, Observability, Digital Transformation, Telemetry, Utilities Industry, Service Level Agreement, Application Performance Management, Application Performance Index (Apdex), Session replay, User Experience (UX), Smart Grids, AI, Machine Learning, Operational Efficiency, Customer Engagement
Field	Engineering
Published In	Volume 2, Issue 6, November-December 2020
Published On	2020-12-07
DOI	https://doi.org/10.36948/ijfmr.2020.v02i06.22758
Short DOI	https://doi.org/g82jbf

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International Journal For Multidisciplinary Research