Welcome!

Agile Computing Authors: Pat Romanski, Elizabeth White, Nate Vickery, Liz McMillan, Karyn Jeffery

News Feed Item

Dell Software Solution Helps Travel Agency’s Online Performance Soar

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 rates
      With 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 bookings
      Improved 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 hours
      Thomas 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 customers
      Thomas 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 months
      The 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:

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:

Technorati Tags:

Quest Software

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.

More Stories By Business Wire

Copyright © 2009 Business Wire. All rights reserved. Republication or redistribution of Business Wire content is expressly prohibited without the prior written consent of Business Wire. Business Wire shall not be liable for any errors or delays in the content, or for any actions taken in reliance thereon.

@ThingsExpo Stories
In his keynote at 18th Cloud Expo, Andrew Keys, Co-Founder of ConsenSys Enterprise, will provide an overview of the evolution of the Internet and the Database and the future of their combination – the Blockchain. Andrew Keys is Co-Founder of ConsenSys Enterprise. He comes to ConsenSys Enterprise with capital markets, technology and entrepreneurial experience. Previously, he worked for UBS investment bank in equities analysis. Later, he was responsible for the creation and distribution of life ...
Join us at Cloud Expo | @ThingsExpo 2016 – June 7-9 at the Javits Center in New York City and November 1-3 at the Santa Clara Convention Center in Santa Clara, CA – and deliver your unique message in a way that is striking and unforgettable by taking advantage of SYS-CON's unmatched high-impact, result-driven event / media packages.
Internet of @ThingsExpo, taking place November 1-3, 2016, at the Santa Clara Convention Center in Santa Clara, CA, is co-located with the 19th International Cloud Expo and will feature technical sessions from a rock star conference faculty and the leading industry players in the world and ThingsExpo New York Call for Papers is now open.
SYS-CON Events announced today that Commvault, a global leader in enterprise data protection and information management, has been named “Bronze Sponsor” of SYS-CON's 18th International Cloud Expo, which will take place on June 7–9, 2016, at the Javits Center in New York City, NY, and the 19th International Cloud Expo, which will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA. Commvault is a leading provider of data protection and information management...
18th Cloud Expo, taking place June 7-9, 2016, at the Javits Center in New York City, NY, will feature technical sessions from a rock star conference faculty and the leading industry players in the world. Cloud computing is now being embraced by a majority of enterprises of all sizes. Yesterday's debate about public vs. private has transformed into the reality of hybrid cloud: a recent survey shows that 74% of enterprises have a hybrid cloud strategy. Meanwhile, 94% of enterprises are using some...
The IoTs will challenge the status quo of how IT and development organizations operate. Or will it? Certainly the fog layer of IoT requires special insights about data ontology, security and transactional integrity. But the developmental challenges are the same: People, Process and Platform. In his session at @ThingsExpo, Craig Sproule, CEO of Metavine, will demonstrate how to move beyond today's coding paradigm and share the must-have mindsets for removing complexity from the development proc...
SYS-CON Events announced today that Tintri Inc., a leading producer of VM-aware storage (VAS) for virtualization and cloud environments, will exhibit at the 18th International CloudExpo®, which will take place on June 7-9, 2016, at the Javits Center in New York City, New York, and the 19th International Cloud Expo, which will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA.
The IoT is changing the way enterprises conduct business. In his session at @ThingsExpo, Eric Hoffman, Vice President at EastBanc Technologies, discuss how businesses can gain an edge over competitors by empowering consumers to take control through IoT. We'll cite examples such as a Washington, D.C.-based sports club that leveraged IoT and the cloud to develop a comprehensive booking system. He'll also highlight how IoT can revitalize and restore outdated business models, making them profitable...
SYS-CON Events announced today that Enzu, a leading provider of cloud hosting solutions, will exhibit at SYS-CON's 18th International Cloud Expo®, which will take place on June 7-9, 2016, at the Javits Center in New York City, NY. Enzu’s mission is to be the leading provider of enterprise cloud solutions worldwide. Enzu enables online businesses to use its IT infrastructure to their competitive advantage. By offering a suite of proven hosting and management services, Enzu wants companies to foc...
SoftLayer operates a global cloud infrastructure platform built for Internet scale. With a global footprint of data centers and network points of presence, SoftLayer provides infrastructure as a service to leading-edge customers ranging from Web startups to global enterprises. SoftLayer's modular architecture, full-featured API, and sophisticated automation provide unparalleled performance and control. Its flexible unified platform seamlessly spans physical and virtual devices linked via a world...
SYS-CON Events announced today that BMC Software has been named "Siver Sponsor" of SYS-CON's 18th Cloud Expo, which will take place on June 7-9, 2015 at the Javits Center in New York, New York. BMC is a global leader in innovative software solutions that help businesses transform into digital enterprises for the ultimate competitive advantage. BMC Digital Enterprise Management is a set of innovative IT solutions designed to make digital business fast, seamless, and optimized from mainframe to mo...
As cloud and storage projections continue to rise, the number of organizations moving to the cloud is escalating and it is clear cloud storage is here to stay. However, is it secure? Data is the lifeblood for government entities, countries, cloud service providers and enterprises alike and losing or exposing that data can have disastrous results. There are new concepts for data storage on the horizon that will deliver secure solutions for storing and moving sensitive data around the world. ...
Customer experience has become a competitive differentiator for companies, and it’s imperative that brands seamlessly connect the customer journey across all platforms. With the continued explosion of IoT, join us for a look at how to build a winning digital foundation in the connected era – today and in the future. In his session at @ThingsExpo, Chris Nguyen, Group Product Marketing Manager at Adobe, will discuss how to successfully leverage mobile, rapidly deploy content, capture real-time d...
SYS-CON Events announced today that ContentMX, the marketing technology and services company with a singular mission to increase engagement and drive more conversations for enterprise, channel and SMB technology marketers, has been named “Sponsor & Exhibitor Lounge Sponsor” of SYS-CON's 18th Cloud Expo, which will take place on June 7-9, 2016, at the Javits Center in New York City, New York. “CloudExpo is a great opportunity to start a conversation with new prospects, but what happens after the...
SYS-CON Events announced today the How to Create Angular 2 Clients for the Cloud Workshop, being held June 7, 2016, in conjunction with 18th Cloud Expo | @ThingsExpo, at the Javits Center in New York, NY. Angular 2 is a complete re-write of the popular framework AngularJS. Programming in Angular 2 is greatly simplified. Now it’s a component-based well-performing framework. The immersive one-day workshop led by Yakov Fain, a Java Champion and a co-founder of the IT consultancy Farata Systems and...
IoT generates lots of temporal data. But how do you unlock its value? How do you coordinate the diverse moving parts that must come together when developing your IoT product? What are the key challenges addressed by Data as a Service? How does cloud computing underlie and connect the notions of Digital and DevOps What is the impact of the API economy? What is the business imperative for Cognitive Computing? Get all these questions and hundreds more like them answered at the 18th Cloud Expo...
SYS-CON Events announced today that EastBanc Technologies will exhibit at SYS-CON's 18th International Cloud Expo®, which will take place on June 7-9, 2016, at the Javits Center in New York City, NY. EastBanc Technologies has been working at the frontier of technology since 1999. Today, the firm provides full-lifecycle software development delivering flexible technology solutions that seamlessly integrate with existing systems – whether on premise or cloud. EastBanc Technologies partners with p...
Companies can harness IoT and predictive analytics to sustain business continuity; predict and manage site performance during emergencies; minimize expensive reactive maintenance; and forecast equipment and maintenance budgets and expenditures. Providing cost-effective, uninterrupted service is challenging, particularly for organizations with geographically dispersed operations.
The essence of data analysis involves setting up data pipelines that consist of several operations that are chained together – starting from data collection, data quality checks, data integration, data analysis and data visualization (including the setting up of interaction paths in that visualization). In our opinion, the challenges stem from the technology diversity at each stage of the data pipeline as well as the lack of process around the analysis.
What a difference a year makes. Organizations aren’t just talking about IoT possibilities, it is now baked into their core business strategy. With IoT, billions of devices generating data from different companies on different networks around the globe need to interact. From efficiency to better customer insights to completely new business models, IoT will turn traditional business models upside down. In the new customer-centric age, the key to success is delivering critical services and apps wit...