Slow Applications and the War Room

As business in the online arena come to learn sooner or later, a slow application creates a slippery slope that can be both time-consuming and expensive to recover from. No industry is immune; banks, travel agencies and search engines all rely on application speed. Take, for example, an online travel agency. This can be anything from a major point-and-click website like Orbitz to a small, independent agency that utilizes a web-based global distribution system (such as SABRE) to book airfare, rental cars and hotels.

We’ve all been there. You log on to the travel website, choose the flight that you want (and what a deal you’re getting!), fill in your credit info and hit “purchase”. A couple of seconds go by, and a box pops up telling you that the fare you selected is no longer available. Frustration mounts. Although it may be tempting to think otherwise, the website isn’t trying to scam you. The trouble is that airfares fluctuate by the second—faster than stock prices in some cases. In the time it took for your click to reach the server, the fare had gone up. This is a classic example of a slow application wreaking havoc, dissatisfying the customer.

What seems like a minor (or major) inconvenience on the user end is a full-blown crisis for the IT team tasked with rectifying slow applications. Usually, an entire war room of experts needs to be assembled. This constitutes a major drain on resources, as the experts go over every step in the transaction to try and locate the source of the latency. Real User Monitoring tools allow IT to capture every single interaction f rom the customer’s perspective. This eliminates the need for the War Room, sets a standard for service levels, and makes sure it’s met.

Video: Lanir discusses how SharePath solves the war room problem