Aeromexico has three digital channels: the aeromexico.com website, mobile app, and airport kiosks, says David Sánchez Barrientos, deputy director of Commercial IT at Aeromexico. These channels support over 40% of customer interactions, such as purchasing airline tickets.
These three digital channels are essential both for operation and strategy, says David. They collect important information on service performance and passenger behavior, helping commercial and marketing teams make decisions to increase customer satisfaction and value generated by the company.
These channels also collect information about how technology is performing. That is where technology teams faced the biggest challenges: ensuring coverage of the entire ecosystem and providing safe decisions in a context of variable and growing demand.
Ensuring availability with a view of the entire tech stack
Aeromexico has a distributed infrastructure. Historically, to ensure the health status of servers, teams needed to check CPU, memory and logs, separately. Because teams didn't have a full view of what was happening, server log data, and lots of other information, became siloed. It was hard to connect data to the bigger picture and extract analytical value on business decisions.
Faced with this challenge, Aeromexico decided to consolidate all data in the cloud, so that technology teams had information in real time to improve the day-to-day operations, in addition to reliability, and that the marketing team could make safe decisions relating to commercial channels.
Today, the Aeromexico infrastructure is operating in the cloud, supported by Rackspace service, with New Relic observability for both application performance and infrastructure. With New Relic, Aeromexico can monitor the health of all servers in real time and with centralized information, identify technological components experiencing failure, and maximize the benefits of the cloud.
Every click done by our customers becomes a transaction that goes to different endpoints. With New Relic, we can bring everything together in one simple view.
Using intelligent observability to revolutionize the customer experience
Everything that supports Aeromexico's e-commerce today is built by internal teams. Teams must monitor the performance of software components at a granular level to understand which components are generating problems to improve the systems and customer experience.
Application performance monitoring (APM) enables teams to have real-time insights into applications to resolve performance issues before they impact users. With the alerting solution configured, teams no longer have to jump from tool to tool to identify abnormal behavior. Teams receive alerts configured to the company's business rules and know when to act.
From a customer experience standpoint, New Relic's browser functionality allows Aeromexico's team to analyze commercial channels and optimize components that could take time to load, without compromising the quality of the applications.
New Relic allows us to cross-reference data on infrastructure status, operational, transactional and customer experience data in order to act in an agile way and make better decisions.
Application availability in a context of constant change was another great achievement facilitated by New Relic. New Relic allows Aeromexico to evolve the quality of its digital channels without harming the end-user experience.
"Beyond an offering that can give us a description of the products, New Relic offered us a proof of concept and with this proof we were able to confirm that it is the tool best suited for our digital channels," says David.
Strategic value for executive teams
With New Relic, Aeromexico can generate intelligent dashboards for application performance and different digital flows, such as flight offers, reservations, changes, and documentation. Teams can then cross-reference data centrally to understand and react to changes in user behavior in e-commerce.
New Relic allows us to look at trends, understand passenger behavior, and gain insights to anticipate and exceed customer expectations.
Improving customer experience every day
Aeromexico has the challenge and commitment to provide passengers with a first-class experience all the time, says David, in all services, in any channel. New Relic helps Aeromexico make informed decisions to improve this experience every day.
With a single source of data, Aeromexico's technology and business teams are taking off on the digital journey, working together to create an even more exciting future for the company and its millions of customers.
