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Travelport is a global travel distributor, pricing 201 billion itineraries across 165 countries. Evolutio implemented observability, giving Travelport a holistic and simplified view of its disconnected data and tools. Additionally, Travelport’s new monitoring helped it quickly flag and solve customer-facing issues, and to deliver exceptional customer service.
director of site reliability and monitoring,
Travelport
Travelport is a global travel distributor, operating in over 165 countries and pricing up to 201 billion itineraries daily. To aggregate this huge volume of data from its suppliers, Travelport relied on a mix of observability tools. However, because these tools were disconnected, Travelport did not have a holistic view of the ecosystem, and it couldn’t always see the key issues that were affecting customers.
“The ability to monitor and observe what our customers are seeing is very important. We have to be able to see that in real time so that we can react as quickly as possible to correct whatever it is that our customers are not having their best possible experience from,” says Ed Hubbard, director of site reliability and monitoring at Travelport.
Because their tools were disconnected, Travelport had to frequently switch between tools to identify and troubleshoot problems.This led to longer impact times for its customer-facing products.
Travelport also struggled to sift through and prioritize its alerts. In fact, the Travelport service desk was often experiencing up to 20,000 alerts in a single day! However, its legacy platform did not have analytics capability or central logging facility. This made it impossible to quickly identify and prioritize the events that were impacting revenue or affecting the customer experience.
To increase their efficiency and deliver exceptional customer experience, Travelport worked with Evolutio to implement true observability.First, Evolutio helped Travelport connect all of its tools using application-based monitoring, log observer, and real user monitoring capabilities. Together, these provided one holistic view of how data flows across the ecosystem.
“Through Application Performance Monitoring (APM) capabilities Travelport now has a comprehensive graphical representation of its entire app and Kubernetes ecosystem. APM gives complete insight into the app ecosystem," says Ashok Uppalapati, director of engineering for Travelport’s access UI division.
Once the data and tools were connected Travelport was able to create a crucial tool- their assessment dashboard. Powered by Evolutio’s analytics, this dashboard helped Travelport cut through the massive volume of alerts and prioritize the ones that were directly impacting the business and the customer experience.
“Because all our data is in a single place, we can now do impact analysis on indicators such as call volume, revenue loss, booking or segment loss and more”, explains Uppalapati.
Not only was Travelport’s data finally in one central place, but it was now seeing fewer, and more actionable, alerts. In fact, Travelport saw a 95% reduction in false positives! This helped Travelport cut through the noise, and focus on the issues that directly impacted the business.
director of site reliability and monitoring,
Travelport
Travelport now has a holistic view of its ecosystem, complete with actionable insights. “APM gives complete insight into the app ecosystem, including all microservices, communication and performance, dependencies and network latencies between microservice requests,” says Uppalapati.
The new dashboard allows Travelport to identify pressing issues,and to tackle them in an efficient, streamlined way.
“Because APM gives graphical capacity that depicts the full process with calls and failures with correlations, the operations team can spot issues in the app without the need to bring in development teams for debugging” notes Uppalapati.
Travelport has also been able to automate its solutions and create further efficiencies. “The metrics that we monitor for, the output of those metrics, and the automation that we have built because we can rely on Evolutio’s monitoring and the observability, has been unbelievable,” shares Hubbard.
Once Travelport could identify the priority issues, and quickly tackle them using the right tools and the right teams, it started seeing big results. The mean time to detect reduced 75%, which helped Travelport exceed its uptime goal and create a smoother customer experience.
“This shift in system uptime directly translates into a better customer experience for every user of our products, which is one of our top organizational priorities”, says Hubbard.
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