U.S.-based, International Travel Commerce Company Addresses Network Latency Problems and Protects Revenue with NETSCOUT
Company Size
1,000+
Region
- America
Country
- United States
Product
- nGeniusONE Service Assurance Platform
- InfiniStream Appliances
- nGenius Packet Flow Switches
Tech Stack
- Adaptive Service Intelligence technology
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Productivity Improvements
- Revenue Growth
Technology Category
- Analytics & Modeling - Real Time Analytics
- Networks & Connectivity - Network Management & Analysis Software
Applicable Functions
- Business Operation
- Sales & Marketing
Use Cases
- Real-Time Location System (RTLS)
- Supply Chain Visibility
Services
- Data Science Services
- System Integration
About The Customer
This U.S.-based, international travel commerce company is a multi-billion dollar business. Through a vast network of travel agents, customers have come to rely on this company to fulfill all their travel and travel-related needs. The company’s revenues are dependent on bookings being successfully completed. The company’s network is responsible for handling billions of transactions per day and any disruptions and performance degradation to database searches on their website results in lost revenue. In fact, site performance is so important to the business that IT staff bonuses are only paid when 99.985% uptime is maintained.
The Challenge
The company's network is responsible for handling billions of transactions per day and any disruptions and performance degradation to database searches on their website results in lost revenue. In fact, site performance is so important to the business that IT staff bonuses are only paid when 99.985% uptime is maintained. Because internal systems and applications were not equipped to send alarms or report on issues, IT operations team members were strictly reactive in addressing network problems that would arise. When customers started to experience slow response times and connections to partner sites began to fail, IT was faced with the challenge of pinpointing the source of the problem. By the time trouble tickets were escalated to the more knowledgeable first level operations team, the damage was already done in terms of revenue loss and harm to the company’s reputation.
The Solution
IT turned to NETSCOUT® to help uncover the source of the network delays. The nGeniusONE Service Assurance platform with Adaptive Service Intelligence™ (ASI) technology enabled IT to quickly identify the source of the performance issues. The NETSCOUT solutions intelligence allowed the network operations team to see that a much higher volume of traffic was directed at applications servers within their Virtual IP (VIP) load-balanced pool of servers. As the server load reached a peak of three million new sessions, transaction latencies increased by more than the guaranteed 270-millisecond response time, causing client communications to become unstable, and resulting in transaction rejects or time outs. nGeniusONE allowed the operations team to determine that the caching servers did not have sufficient resources to cope with the heavy client requests. This allowed the server team to rectify the problem by tuning the server settings to handle more concurrent requests.
Operational Impact
Quantitative Benefit
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