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Named the “Best Airline in Europe” by Global Traveler magazine in 2013, TAP Portugal serves more than 10 million passengers among 75 destinations in 34 countries, and is the leading airline in Portugal, as well as for air travel between Europe and Brazil. The organisation continually strives to offer an excellent customer experience and provide its customers with the most convenient solutions for their travel needs.
Ensuring customer satisfaction requires an efficient operation of all of TAP Portugal’s business processes involved in customer transactions, such as purchasing tickets online and checking-in with TAP Portugal’s mobile application. TAP Portugal is using CA APM to identify performance issues in business applications so that the airline can rapidly address the issues before they have an impact on the experience of customers. As a result, CA APM is also helping TAP Portugal to optimise costs and free up resources that can be allocated to create new services that will help further grow the business and build customer loyalty.
“We are committed to delivering an optimal travel experience and to deliver better performance of our critical applications so that we can continue to increase the satisfaction of our customers,” said Telmo Duro, Competence Centre Director, TAP Portugal. “CA APM has enabled us to identify 80 percent of performance application issues in less than two hours, and has increased the speed of our processes by 70 percent.”
CA APM currently monitors 200 business applications across TAP Portugal’s Java, middleware and .Net infrastructure, and analyses over 2.5 million metrics in real time, including response time of front-end applications and back-end database requests. Prior to CA APM, a simple log query was used to identify performance issues, a cumbersome and time consuming task that had an impact customer service.
“In today’s application economy, well-performing applications can translate into satisfied customers, productive employees and strong revenue,” said Bjarne Rasmussen, chief technology officer, CA Technologies EMEA. “It is vital to the success and growth of an organisation that they ensure the optimal performance of their critical business applications so that they can provide customers with the end user experience that they expect and demand.”
