Port of Tallinn
Port of Tallinn is the most innovative sea gate on the shores of the Baltic Sea. It has grown from a traditional infrastructure operator to a modern and multifaceted development and services company. The company is listed on the Nasdaq Tallinn Stock Exchange.
To support their ferry business, Port of Tallinn have a custom developed IT solution that operates and manages all customer facing and internal business processes. Everyday development of the IT system is handled by an external vendor, while operating system and hardware level maintenance are carried out by in-house staff. All incident detection and escalation is managed by an in-house helpdesk team who respond to customer issues as they are raised.
While the IT team had set up infrastructure monitoring with XXX and application performance monitoring with Dynatrace, they had learned that the resulting alerts were not actionable.
As a service company, Port of Tallinn uses Net Promoter Score (NPS) to track the quality of the service they provide to their customers. The IT team saw that lack of transparency would eventually negatively impact the high level of NPS that the company had achieved.
In August 2019, Hanno’s team struggled to mitigate a large-scale production issue. It was clear that ticket selling application was performing less than optimally for many end users. However, implementing the fixes suggested by existing dashboards did not lead to any measurable improvement in end user experience.
Steering In The Right Direction
Plumbr software was installed to supplement the existing monitoring solutions. Within a couple hours after it was deployed on all application servers, Plumbr automatically detected performance bottlenecks and started displaying information about the impact of each of them in real time. The development team was able to stabilize the production environment within a couple days. In the following few weeks, other less critical bottlenecks were addressed.
Once stable operations were restored, Port of Tallinn used Plumbr’s end-user-experience based benchmarking tool to set up automated alerts for when end user experience deteriorates. They also built in automatic escalation rules to adequately raise alerts for IT operations team and to inform the Helpdesk team.
- End-to-end visibility of all transactions from end-user browser to data stores.
- Automatic root cause detection via distributed tracing throughout application server infrastructure
- End-user impact based alerts to IT operations and Helpdesk teams
- Faster time to resolution
Plumbr: The end-to-end tool that helps you release fast, and respond faster!
Respond instantly when user-experience degrades with meaningful and contextual alerts.
Proactive and Preventive
Provide a platform for all stakeholders to govern the end user digital experience.
Strike a balance between existing priorities and new incidents, and get governance over fixing the right things.
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Install the agents in minutes, start collecting data immediately and integrate with all your DevOps tools.