Highlights:

• Proactive Issue Detection: Identified performance issues before impacting users, preventing revenue loss and customer dissatisfaction.
• End-to-End Visibility: Gained insights into application performance, network dependencies, and third-party service impacts.
• Optimized Operations: Guided targeted optimizations and improvements based on data-driven insights, enhancing operational efficiency.

Overview:

Our customer is a prominent airline in India, operating multiple applications and websites essential for serving customers throughout their journey. Recently, the airline migrated all its applications to the public cloud.  

With a vast customer base and mission-critical applications hosted in the public cloud, ensuring optimal application performance became a top priority to maintain customer satisfaction and revenue streams.

Challenges and Requirements:

The primary requirement of the customer was to monitor the performance of their customer-facing applications to enhance user experience and enable proactive problem resolution. The Digital Experience Monitoring (DEM) tool needed to monitor application performance and trigger actionable alerts for any deviations from established performance baselines. Performance monitoring was required from multiple vantage points to ensure consistency from different locations.

Key requirements included:

• Monitoring internal applications hosted in public cloud (Azure/AWS/GCP)
• Monitoring APIs.
• Monitoring internal applications hosted in third-party environments (B2B).
• Ensuring end-to-end visibility from office/cloud to the application front end to isolate fault domains.

Existing Challenges:

• Lack of Visibility: With applications hosted in the public cloud, IT teams faced challenges with extended networks from the internet to the public cloud, over which they had no control. Existing Network Management Systems (NMS) tools were not designed for this, leading to missed performance issues and a gap between actual user experience and IT's perception of it.
• Difficulty in Isolating Problems: When users reported issues, IT teams struggled to replicate and diagnose the problem, resulting in high Mean Time to Repair (MTTR).
• Poor Application Performance: This was impacting user experience, leading to dissatisfaction.

Solution:

To address these challenges, Velocis offered the customer the Cisco ThousandEyes DEM platform. ThousandEyes Enterprise Agents were deployed across various locations within the enterprise's internal network and in public cloud providers. This setup enabled the simulation of traffic from multiple geographic locations, mirroring a diverse user base's interactions with the application.

Key solution components included:

• Deployment of Enterprise Agents: ThousandEyes Enterprise Agents were deployed across the airline's internal network and public cloud providers, enabling simulation of traffic from multiple geographic locations.
• Synthetic Transaction Monitoring: Scripted interactions mimicking real user behavior measured performance metrics like availability, latency, and transaction paths, providing a comprehensive view of the user experience.
• Application Layer Visibility: ThousandEyes monitored not just network statistics but also application layer performance, including HTTP/HTTPS metrics and third-party service dependencies.
• Real-Time Alerting: Configurable alerts were set up to notify IT teams when performance metrics deviated from defined thresholds, enabling proactive issue resolution.

Business Outcomes:

The implementation of the ThousandEyes platform yielded significant business outcomes:

• Proactive Issue Identification: The platform helped identify performance issues before they impacted a significant number of users, preventing widespread dissatisfaction and potential revenue loss.
• Actionable Insights: The customer gained insights into application performance, guiding targeted optimizations and improvements.
• Reduced Downtime: Constant monitoring significantly reduced application downtime, which can be costly in terms of direct revenue loss and harm to brand reputation.
• Data-driven Decision Making: The data gathered from the platform provided objectivity for IT decision-making processes by providing evidence-based insights into where investment in performance improvements was most needed.

The digital experience monitoring solution by ThousandEyes empowered the leading airline to maintain high application performance standards, ensuring a seamless and satisfactory customer journey.