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February 07, 2013

Travel Booking Website Thomas Cook Experiences Benefits of Dell Foglight

By Brittany Walters-Bearden, TMCnet Contributor

UK travel booking website, Thomas Cook, recently learned that it’s not enough to bring people to your website, it is important to keep them happy once they are there. A statement from Dell (News - Alert) Foglight touted the many benefits that Thomas Cook had experienced as a result of adopting an “IT first strategy.”

Thomas Cook recently adopted Foglight, a performance monitoring solution offered through Dell. As a result, they were able to improve their website performance by 97 percent. Now, Dell says, the Thomas Cook website can handle up to 180 bookings per hour, or $426,000 in sales. This marked improvement has proved itself to be worth a great deal to the company: they have been able to increase their online bookings by 30 percent, and their calls to customer service from online users have dropped from 35 percent to 15 percent.

Steve Rosenberg, the general manager of performance monitoring for Dell Quest Software (News - Alert) says that being able to provide peak website performance is critical to driving revenue, increased conversion rates and transactional value of online purchases as these three things spell increased revenue for the enterprise, no matter what the industry.

Through Foglight, Thomas Cook is able to detect and resolve performance issues, before they ever affect customers. Not only that, fixing the problems that arise has become easier. Andy Dean, the service delivery manager for the UK and France for Thomas Cook Online stated that problem resolution times have decreased from 48 hours to between one and two hours.

The many benefits that Thomas Cook has experienced is a powerful reminder to anyone who is doing business online that having positive user experiences and optimal web performance drive sales and customer happiness. While Thomas Cook may represent a ‘win’, there are many companies this week who were not winners of the Super Bowl web performance game, and learned an all-too-expensive lesson. These companies will, no doubt, find themselves implementing a solution similar to Foglight in order to win at next year’s Super Bowl.

Edited by Amanda Ciccatelli
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