Only 34% of IT departments have the tools to constantly monitor URLs and Web site users

Harte-Hanks says more than 67% of IT departments only find out about the e-commerce problems when customers complain to help desk. 71% of IT professionals want the ability to continuously monitor all of their URLs and web site users, but that only 34% have the necessary tools. 71% of survey respondents also said they want the ability to trace customer complaints to the specific piece of infrastructure that's causing a performance problem; only 21% said they have the tools to link customer-facing web site problems to back-end infrastructure components.