Business-level insight into website usage patterns for more effective capacity planning
Rapidly surface 400-level errors to help developers improve customer experience
Increased confidence in IT & Reduced MTTR that supports leaner operations
Tasked with managing a complex infrastructure where lack of visibility was putting customer experience at risk
Fareportal partners with 450 airlines, 150,000 hotels, and hundreds of car agencies worldwide to create customized travel experiences. In addition to providing customers with self-service online booking, Fareportal also connects travelers to a global network of trained and certified travel agents in multiple countries and multiple languages. Global contact centers operate 24/7/365 to assist travelers with everything from business travel to the trip of a lifetime.
But supporting that global on-demand operation is complex. The company's applications and infrastructure are spread across two datacenters—one in New York and one in India; an expanding deployment in AWS; and geographically distributed business operations around the world. The company must also manage numerous third-party integrations with vendors like credit card companies and airline partners.
Compounding the complexity challenge, Fareportal's IT organization lacked real-time visibility into the environment. This was a high-priority issue because the team at Fareportal needed to spot and resolve performance problems before they impacted customer experience.
"These days, customers have many options for booking travel online," says Mayur Rele, IT Manager for Infrastructure and Cloud at Fareportal. "Any latency or other impact to a user's experience could mean losing them to a competitor."
With ExtraHop, we know immediately from where a problem is originating. We're not stuck in a war room pointing fingers. We're actually fixing the issue. This means better short-term performance and more focus on long-term enhancements to our platform. For our customers, that's a win-win.
Mayur Rele IT Manager for Infrastructure and Cloud, Fareportal
With ExtraHop, the team at Fareportal gains real-time visibility without placing any additional overhead on systems
In a highly competitive market, Fareportal needed insight that would allow them to proactively spot anomalies and restore systems before they impacted users' digital experience. For those real-time insights, the team at Fareportal turned to ExtraHop.
Seeing the (In)sights on a Budget
"If an IT person tells you they are fully staffed, they're lying," says Rele. "Everyone is understaffed. So the question then becomes, 'How can we do more with less?'"
For Fareportal, the answer to that question was better visibility. Before deploying the ExtraHop platform, the team would spend hours troubleshooting a problem, tying up precious human resources.
"With ExtraHop, we know immediately from where a problem is originating. We're not stuck in a war room pointing fingers. We're actually fixing the issue. This means better short-term performance and more focus on long-term enhancements to our platform. For our customers, that's a win-win."
Just the Ticket
For Fareportal, one of the main challenges with other monitoring solutions was the impact those tools could have on system performance.
"One of the things that immediately stood out about ExtraHop is that it's an out-of-band appliance," said Rele. "The fact that it can deliver really comprehensive visibility without impacting other parts of my infrastructure helps me sleep better at night."