Global travel platform enhances service reliability and operational efficiency with HARC

A leading US-based travel technology company with a global presence offering comprehensive platforms for booking flights, hotels, and car rentals faced significant operational inefficiencies in its vacation rental booking stack. Throughout 2023, incidents to this segment accounted for over 50% of revenue losses across brands.

Key challenges included frequent service disruptions, inefficient incident resolution, and an unstable infrastructure, contributing to substantial revenue loss. The company sought immediate intervention to address these issues.

Hitachi Digital Services executed an abridged HARC assessment to identify key areas for improvement and develop a comprehensive roadmap across the following tracks.

• Observability: Conducted Datadog migration and observability posture improvement to optimize Mean Time to Detect (MTTD) and Mean Time to Know (MTTK).
• Stability: Addressed technical debt, optimizing databases, mitigating event storm issues, improving JDBC driver performance, and CircuitBreaker optimization.

The HARC Assessment delivered measurable improvements across key metrics, transforming the client’s operations from reactive to predictive and proactive:

• Incident Count Reduction: Achieved a 48% overall reduction in incident frequency, ensuring smoother operations and improved customer experience.
• Revenue Loss Mitigation: Reduced revenue losses by 67%, equating to $10.8M in savings.
• Faster Incident Resolution: Enhanced the Mean Time to Resolution (MTTR) by 18%, ensuring quicker turnarounds for critical disruptions.
• The solution not only minimized operational disruptions but also positioned the company for sustainable growth by establishing a reliable infrastructure and enhanced service stability.