Dell Software Solution Helps Travel Agency’s Online Performance Soar
07 2월 2013 - 10:00PM
Business Wire
Dell Software today announced that the Thomas Cook online travel
agency (OTA) has achieved real and tangible results through a
massive increase in IT effectiveness with the addition of
Foglight®, the performance monitoring solution from Dell
acquisition Quest Software. With Foglight’s proactive monitoring
capability, Thomas Cook IT Operations has effectively optimized the
performance of the OTA and has slashed MTTR
(Mean-Time-To-Resolution) by up to 97 percent, resulting in an
estimated 30 percent increase in bookings.
“Peak website performance means users have a positive online
experience that is critical to driving revenue,” said Steve
Rosenberg, general manager, Performance Monitoring, Dell Quest
Software. "Increased conversion rates and transactional value of
online purchases spell increased revenue for the enterprise, no
matter what the industry. Thomas Cook’s choice of Foglight to
provide holistic, proactive performance monitoring of its IT
infrastructure ensures that website performance issues will be
detected and resolved before they can affect customers.”
With an average of approximately 1 million hits per day, and
approximately 3 million during the peak period, the OTA’s UK
website frustrated customers with lengthy page load times and other
performance-related issues. The company’s existing monitoring
system not only was unable to help identify and resolve performance
issues, but also provided limited visibility into the user’s actual
experience, making it difficult to gauge the impact of problems and
understand why users abandoned the site.
“Previously, we would have learned of an issue at the end of the
day, and it would have taken hours to identify the problem,” said
Andy Dean, service delivery manager, UK and France, Thomas Cook
Online. “Foglight provides immediate alerts that enable us to fix
problems before they affect the customers. The time to find and
resolve a problem has dropped by up to 97 percent, from 48 hours to
between one and two hours.”
News Facts:
- With Foglight’s proactive performance
monitoring capabilities, Thomas Cook reaped a number of benefits
that enabled the online travel agency to retain existing customers
and recapture lost business:
- Peak website performance, resulting
in increased conversion ratesWith Foglight, Thomas Cook now is
alerted to emerging issues in real time, so problems are resolved
quickly, and users’ consistently positive experience with the
website means the completion of more travel bookings.
- Facilitate increased number of hits
and average transactional value, along with an estimated 30 percent
increase in the number of bookingsImproved website performance
translates to increased revenue for the OTA, which now can take up
to 180 bookings per hour, equating to a total of $426,000 based on
the average selling price of a booking.
- Reduce problem resolution time by up
to 97 percent, from 48 hours to 1-2 hoursThomas Cook relies on
Foglight’s real-time monitoring dashboard and alerts to help keep
its websites at peak performance and fix problems before they
affect customers. When a customer does experience a problem,
Foglight’s record-and-replay capability enables the OTA to
replicate the customer’s website experience on a local machine to
determine exactly what went wrong.
- Significantly decrease the number of
customer services calls from online customersThomas Cook’s
online customers previously accounted for approximately 35 percent
of customer service calls, but improved website performance with
Foglight has reduced that number to approximately 15 percent.
- Enable the recapturing of an
estimated $190,000 of lost business in three monthsThe OTA has
customized Foglight to recapture lost business by monitoring
customers who drop off the website. Foglight automatically emails
the Thomas Cook retention teams with details about non-bookers, so
they can follow up and offer points of contact to facilitate
bookings. The “Abandoned Bookers Programme” generated approximately
$190,000 in its first three months.
- Foglight combines performance
monitoring of business-critical applications, databases and
infrastructure into one adaptive, modular, monitoring platform. Via
a single version of the truth, IT Operations is able to increase
their effectiveness at managing service delivery across the entire
application architecture. Foglight offers the end-to-end
transactional and service views IT operations needs to manage
performance from the perspective of both the business and end
users.
- With an OTA comprising nearly a dozen
websites that serve clients worldwide, Thomas Cook is a global
travel giant. The company’s popular UK website, thomascook.com, is
the largest of the sites, accounting for more than 40 percent of
the online travel agency’s UK business. With competitive
alternatives just a click away, its performance monitoring system
must expedite the identification and resolution of website
performance issues to prevent potential customers from departing
the site without completing their travel arrangements.
Supporting Resources:
- Quest Software, Inc.:
http://www.quest.com/
- More Dell Quest news:
http://www.quest.com/newsroom/
- Twitter: http://twitter.com/quest
- Facebook:
http://www.quest.com/facebook
- LinkedIn: http://www.linkedin.com/
- Quest TV: http://www.quest.com/tv/
About Dell
Dell Inc. (NASDAQ: DELL) listens to customers and delivers
innovative technology and services that give them the power to do
more. For more information, visit www.dell.com and
www.quest.com.
RSS Feeds:
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http://www.quest.com/rss/news-releases.aspx
Technorati Tags:
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Dell is a trademark of Dell Inc. Dell disclaims any proprietary
interest in the marks and names of others.
Quest, Quest Software, Foglight, and the Quest logo are
trademarks or registered trademarks of Quest Software in the United
States and certain other countries. All other names mentioned
herein may be trademarks of their respective owners.
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