Dell Software Solution Helps Travel Agency’s Online Performance Soar

  Dell Software Solution Helps Travel Agency’s Online Performance Soar

  *Foglight Performance Monitoring helps slash problem resolution time by up
    to 97 percent
  *Improved website performance yields estimated 30 percent increase in

Business Wire

ROUND ROCK, Texas -- February 7, 2013

Dell Software  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.”

News Facts:

  *With Foglight’s proactive performance monitoring capabilities, Thomas Cook
    reaped a number of benefits that enabled the online travel agency to
    retain existing customers and recapture lost business:

       *Peak website performance, resulting in increased conversion rates
         With Foglight, Thomas Cook now is alerted to emerging issues in real
         time, so problems are resolved quickly, and users’ consistently
         positive experience with the website means the completion of more
         travel bookings.
       *Facilitate increased number of hits and average transactional value,
         along with an estimated 30 percent increase in the number of bookings
         Improved website performance translates to increased revenue for the
         OTA, which now can take up to 180 bookings per hour, equating to a
         total of $426,000 based on the average selling price of a booking.
       *Reduce problem resolution time by up to 97 percent, from 48 hours to
         1-2 hours
         Thomas Cook relies on Foglight’s real-time monitoring dashboard and
         alerts to help keep its websites at peak performance and fix problems
         before they affect customers. When a customer does experience a
         problem, Foglight’s record-and-replay capability enables the OTA to
         replicate the customer’s website experience on a local machine to
         determine exactly what went wrong.
       *Significantly decrease the number of customer services calls from
         online customers
         Thomas Cook’s online customers previously accounted for approximately
         35 percent of customer service calls, but improved website
         performance with Foglight has reduced that number to approximately 15
       *Enable the recapturing of an estimated $190,000 of lost business in
         three months
         The OTA has customized Foglight to recapture lost business by
         monitoring customers who drop off the website. Foglight automatically
         emails the Thomas Cook retention teams with details about
         non-bookers, so they can follow up and offer points of contact to
         facilitate bookings. The “Abandoned Bookers Programme” generated
         approximately $190,000 in its first three months.

  *Foglight combines performance monitoring of business-critical
    applications, databases and infrastructure into one adaptive, modular,
    monitoring platform. Via a single version of the truth, IT Operations is
    able to increase their effectiveness at managing service delivery across
    the entire application architecture. Foglight offers the end-to-end
    transactional and service views IT operations needs to manage performance
    from the perspective of both the business and end users.
  *With an OTA comprising nearly a dozen websites that serve clients
    worldwide, Thomas Cook is a global travel giant. The company’s popular UK
    website,, is the largest of the sites, accounting for more
    than 40 percent of the online travel agency’s UK business. With
    competitive alternatives just a click away, its performance monitoring
    system must expedite the identification and resolution of website
    performance issues to prevent potential customers from departing the site
    without completing their travel arrangements.

Supporting Resources:

  *Quest Software, Inc.:
  *More Dell Quest news:
  *Quest TV:

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Dell Software
Kelly O’Dwyer-Manuel, 613-270-1533
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