Synopsis
The key objective of the client was to provide operations team with complete visibility of the customer journey as they navigate across the web platform and quickly identify and resolve performance issues faced by direct customers or partners.
About the Client
The client is a Carrier Airline of Europe
Business Challenge
Customer was facing below challenges in their current environment setup:
- Mapping of user transaction with the execution within the application missing for end to end visibility and complete transaction flow
- No insight into the application for the issues reported by users across geographies
- No information on the user transactions for the time taken at different tiers
- Team taking time in doing the triage of issues, with more of solo approach for the technological landscape
- No end to end co-relation of issues for the travel site
- Identify the drop/bounce rate of users hitting the travel website
- No definite way to capture the key problem areas within the application
Our Solution
Partnering with the client, we successfully provided the needed solution to optimize deployment with conformance to industry best practices:
- Created the complete travel transaction workflow for the service availability and response time for giving the end to end view of transaction
- Custom dashboard created for giving the customer an insight to user experience related details with drill down capability to user transaction for users performing the ticketing and other operations within application
- Visibility into the observed issues with segregation into different areas for critical area identification
- Funnel for giving an insight to users bounce rate and user exit at different levels
Delivering More Value
- Customer could see the real-time performance state of monitored application
- Identification of key problems within the application
- With analysis and drill down capability, issue resolution was faster and time reduced to less than 1/3
- Proactive monitoring could be performed for the issues in the making, further reducing the critical incidents impacting application performance
- Helped team to identify the key areas for application improvement and helping them with proactive monitoring
