Meliá Hotels International Accelerates Digital Transformation with Dynatrace During Global Travel Resurgence
April 28 2022 - 7:00AM
Business Wire
Precise answers and intelligent automation help
teams deliver frictionless guest experiences faster
Software intelligence company Dynatrace (NYSE: DT) today
announced Meliá, the international luxury hotel chain, is using the
Dynatrace® platform to deliver frictionless guest experiences as
the demand for travel hits record levels. In anticipation of this
industry shift, and to meet guests on the mobile and online
platforms where they prefer to interact, Meliá accelerated its
digital transformation by migrating its critical applications,
including those supporting its online reservation and contact
center services, to a cloud-native environment running on
Kubernetes in AWS. This provided the agility Meliá needed to
release better digital functionality faster, so its guests could
access more of its hotel services via mobile and web platforms. The
Dynatrace® platform’s broad and deep observability and advanced
AIOps capabilities have allowed Meliá to ensure its digital
services deliver the same quality experience as in-person
interactions with hotel staff.
“The cloud and Dynatrace have transformed the way our business
operates and how our teams work in this modern era,” said Christian
Palomino, Vice President of Global IT, Meliá Hotels International.
“Before Dynatrace, we used to spend hours manually searching
through metrics, logs, and traces to piece together insights about
user experience. Now, this takes minutes or seconds. If guests
experience a problem using any of our digital services, our contact
center teams know precisely what’s causing the issue and are
empowered to provide faster, more personalized resolutions, and
ultimately deliver a greater standard of care. This has enabled our
teams to focus more time on driving business and customer value,
and to ensure our ongoing success during what has been a
challenging time in our industry.”
With Dynatrace, Meliá’s teams are rededicating their focus to
optimizing digital services and finding new ways to accommodate the
rapidly evolving preferences of the modern traveler. This has
helped the hotel chain reduce the reliance on in-person
interactions, which has led to an increase in the volume of
transactions handled through its digital channels from around 40%
at the end of 2019, to more than 80% during the pandemic, which was
a major asset through those difficult times.
“We developed our Stay Safe with Meliá Program to achieve our
goal of maintaining frictionless relationships between staff and
guests, while also reducing in-person contact,” continued Palomino.
“Dynatrace has been critical to this effort, enabling our teams to
accelerate the delivery of new digital services that allow our
guests to do things like check-in or book a table in our
restaurants via our mobile app, reducing the need for
person-to-person contact across our hotels. Dynatrace delivers the
precise, AI-powered insights we need to understand exactly how our
customers interact with our applications, and how their experiences
impact our business. This has helped our teams discover where our
guests are struggling, and what we need to do to improve our
digital services, so they have a great experience and can fully
relax during their stay with us.”
Visit our Customer Stories page for more details on how Meliá is
accelerating digital innovation and delivering frictionless guest
experiences across its hotels with Dynatrace.
About Dynatrace
Dynatrace (NYSE: DT) exists to make the world’s software work
perfectly. Our unified software intelligence platform combines
broad and deep observability and continuous runtime application
security with the most advanced AIOps to provide answers and
intelligent automation from data at an enormous scale. This enables
innovators to modernize and automate cloud operations, deliver
software faster and more securely, and ensure flawless digital
experiences. That’s why the world’s largest organizations trust the
Dynatrace® platform to accelerate digital transformation.
Curious to see how you can simplify your cloud and maximize the
impact of your digital teams? Let us show you. Sign up for a free
15-day Dynatrace trial.
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version on businesswire.com: https://www.businesswire.com/news/home/20220428005313/en/
Meg Brenner meg.brenner@dynatrace.com
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