TUI takes almost 20 million customers on holiday to 180 destinations worldwide and operates in five different source markets, each supported by its own traditional IT environment. This fragmented IT landscape created a challenge in delivering innovation at the rate at which the business and its customers demanded. With a mission to provide customers with the best moments of their lives, TUI recognised that it needed to offer the best possible online booking experience from start to finish.
The company embarked on a strategy to consolidate its IT environments and move to a hybrid cloud operating model, so innovation could be delivered faster and customer experience continually optimised.
“TUI is very passionate about customer experience. It sits at the heart of everything we do,” Yasin Quareshy, Head of Cloud Operations at TUI, said. “To provide really good experiences we need to have a deep understanding of how customers interact with us, and to do this we need digital platforms that allow us to deliver that service.”
The travel company set itself the goal of halving the time it takes for an idea for new functionality to be delivered to customers. TUI recognised it needed to modernise and automate operations so teams could move away from firefighting problems and focus on creating new value for the organisation. The way to do this was through the cloud.
Seeing through the clouds
TUI chose to host its core application on AWS as it recognised that in moving to the cloud it would need new levels of visibility into what would now be a more complex hybrid cloud environment. After assessing key competitors, TUI selected Dynatrace for the reason that it was simple to implement and utilise – as well as being purpose-built in the cloud, for the cloud – and helped speed up this migration to AWS.
“The customer demands are there – customers want change and we need to respond to that change,” said Quareshy. “This is where our strategy of moving into the cloud space really helps us with the technology. Our aim is to deliver half the time from idea to the environment and with cloud, we can do that a lot faster.”
Dynatrace’s ability to provide deep visibility into both on-premise and cloud environments was key due to TUI’s complex technology stack. TUI also recognised that Dynatrace’s automation and AI capabilities would enable it to simplify operations and give the team more time to focus on bringing new features to market faster and ultimately, providing a world-class customer experience.
“Dynatrace gives us a holistic view of our platforms all the way from our test environments through to production and provides a single view of the truth across the business,” said Quareshy. “It is definitely more than just APM. The automation and AI from Dynatrace set it apart from the competition, it gives us more information around how our entire software stack is performing. We can now do intelligent capacity management. We can innovate a lot better in rightsizing our environments and being very cost efficient.”