Case Study: United Airlines improves customer care and resolves issues faster with AppDynamics

United Airlines keeps customer care flying with Splunk AppDynamics

United Airlines needed to keep its “Agent on Demand” customer-care service running smoothly during travel disruptions, so passengers could quickly reach an agent and resolve flight or accommodation issues without long waits. The airline turned to AppDynamics for real-time application visibility to help protect customer experience and support its Net Promoter Score.

With AppDynamics, United Airlines pinpointed a server malfunction faster, removed the affected server from the load balancer, and cut troubleshooting time from up to 30 minutes to about half that. AppDynamics also helped the airline scale support during spikes in demand, enabling United to assist hundreds of customers at once with faster, more reliable issue resolution.

United Airlines

Dan Field

Director of Platform and Network Engineering