Norwegian Cruise Line Holdings Enhances Customer Experience with Catchpoint's Monitoring Solutions
Customer Company Size
Large Corporate
Country
- United States
Product
- Catchpoint Web Monitors
- Catchpoint Customizable Scripting Tool
Tech Stack
- Selenium
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Productivity Improvements
Technology Category
- Analytics & Modeling - Real Time Analytics
- Application Infrastructure & Middleware - API Integration & Management
Applicable Functions
- Business Operation
- Sales & Marketing
Services
- System Integration
About The Customer
Norwegian Cruise Line Holdings is a prominent player in the cruise industry, operating three distinct cruise brands: Norwegian Cruise Line, Oceania Cruises, and Regent Seven Seas Cruises. The company offers a comprehensive e-commerce platform on its websites, enabling thousands of daily users to explore various cruise options, customize their trips, and book tickets directly online. With a global user base, Norwegian Cruise Line Holdings is committed to delivering exceptional customer experiences across its brands. The company recognizes the importance of optimizing the buyer's journey and ensuring seamless interactions for its diverse clientele. As a large corporate entity, Norwegian Cruise Line Holdings continuously seeks innovative solutions to enhance its online presence and maintain a competitive edge in the travel and hospitality industry.
The Challenge
Norwegian Cruise Line Holdings faced challenges in optimizing their customer experience across their global user base. They required an end-user experience monitoring tool to ensure site speed and availability, identify performance issues with third-party tags, and evaluate potential performance degradation before going live. Their previous monitoring vendor provided poor user experience and lacked customization options, leading to difficulties in obtaining actionable data.
The Solution
Norwegian Cruise Line Holdings partnered with Catchpoint to address their challenges. Catchpoint's customizable scripting tool allowed them to write and modify Selenium scripts, enabling them to obtain performance data directly impacting customer experience initiatives. They utilized Catchpoint's web monitors for general needs and employed precise monitors like DNS and Traceroute for specific issues. The company also conducted tests on marketing-related tags before and after they went live to assess performance impact. Catchpoint's global node coverage provided reliable data, addressing previous issues with node accuracy. This comprehensive solution empowered Norwegian Cruise Line Holdings to optimize their online properties and enhance customer satisfaction.
Operational Impact
Quantitative Benefit
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