Enterprise Software

Customer Case Study: Qantas guarantees online availability, improving customer experience and protecting revenue

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Executive Summary

Consumerisation of IT continues at a rapid pace, but it's not just about new devices; it's redefining the entire relationship between IT and end users, introducing potential opportunities for businesses to leverage this new model to expand their business, reduce enterprise costs and attract and retain new customers. Read this case study to understand how Qantas safeguards their reputation, revenues and customer experience through providing a seamless end to end online experience.

Business:
Now in its 90th year of operation Qantas is one of the world's leading long-distance airlines. The airline flies to 182 destinations in 44 countries and operates 970 international flights a week. The company has a reputation for excellence in safety, operational reliability, engineering and customer service.

Challenge:
To provide a reliable global online service, Qantas has 34 international websites, which are underpinned by a wide range for applications. After experiencing significant website outages, Qantas realised that it needed to protect this vital online revenue stream by ensuring the availability and performance of its Internet applications.

Solution:
Using CA Application Performance Management Qantas can monitor its Web applications and underlying infrastructure to identify issues before they cause outages. The solution has also helped the airline create a site that can cope with spikes in online traffic of over 20 million page views a week.

Result:
Qantas has been able to reduce website downtime, with faults now identified five times faster than previously. Higher availability has enabled Qantas to enhance the online experience for millions of customers. The airline has also increased its competitive advantage by deploying new online applications faster

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