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Triometric's XML Analysis module yields reliability metrics too. "The module checks for incorrect or badly formed requests, and flags clients who are having difficulties," according to Andrew Roberts, Triometric Technical Service Manager. "Basically, it tells GTA when the site is responding correctly and when it's not."
The XML Analysis module also provides performance information, revealing GTA's adherence to client Service Level Agreements and allowing assessment of load effect on the system. "It shows when XML usage spikes, which helps avoid adverse impacts on other applications using the XML gateway," says Andrew Roberts. "The performance information allows GTA to make changes that increase system capacity without additional infrastructure investment."
"Because we understand how key customers interact with the gateway, we've been able to make recommendations to them and train them to use GTA services more effectively," says Chris Anders. "We see which customers are providing the best return on our infrastructure investment."
The Key Outcomes:
- GTA are able to focus on their most profitable customers.
- Chris Anders' team has the tools to improve business processes and optimize GTA's infrastructure.
- GTA are achieving improved service delivery and profitability.
The Final Word:
Chris Anders: "Web Analyzer is a key business intelligence tool. It's made GTA's service more efficient, and it's given us greater insight into our customers."
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The Client:
Gulliver's Travel Associates, a division of global travel giant Travelport Group, is one of the world’s largest wholesalers of hotel rooms, supplying tour operators, travel agents and public websites in 120 countries.
www.gta-travel.com
The Contact:
Chris Anders, IT Operations Manager.
The Challenge:
GTA clients use an XML gateway to request wholesale pricing and availability information. Typically clients simultaneously request information from 3 or more vendors. To be in the running, GTA must return the information within a specific time period.
Details of the request are captured in the XML content, so traditional Web metrics reveal little about the customer's requirement or the request's impact on infrastructure resources.
"We wanted to understand the nature of our customers' pricing and availability requests in order to increase success rates," Chris Anders explains, "and we wanted to improve the return on our infrastructure investment.
"We had to find a scalable solution," Anders adds. "We have traffic levels of 100 million requests per day with a forecast of 50% increases per annum."
The Solution:
After surveying the market, GTA chose Triometric Web Analyzer, which monitors real user interactions with Web applications 'on the wire', in real time. Crucial to meeting GTA's requirements was Web Analyzer's new XML Analysis module, which parses XML data and validates against the XML schema.
Web Analyzer's XML Analysis module mines transactions for Web activity and usage metrics that help GTA distinguish between profitable and non-profitable clients. IT staff are alerted to inefficient, resource-intensive queries such as mass downloading of hotel availability data.
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