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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.”