Bonotel Case Study
Bonotel reaps growth rewards from flexibility centric Cloud move
Bonotel Exclusive Travel is the leading inbound tour operator in North America and a wholesale distributor of curated, exclusive luxury hotel rooms to a longstanding base of wholesale clients. The company provides seamless electronic distribution, with in-house expert marketing and distribution specialists, to thousands of international tour operators and travel agencies through the Bonotel booking platform. The company has been using the Triometric platform within their core system to provide distribution analytics since 2011.
Bonotel’s platform and it’s API is key to their business operations – currently distributing over 1.25 million room nights annually and representing some of the most luxurious properties to be found anywhere in the world. Bonotel’s success is built on nurturing their reputation for being highly responsive in terms of speed, relevance of product offering and quality of service. These are the hallmarks of their business proposition which are underpinned by their choice of technology to make sure they stay ahead.
Bonotel’s platform already handles hundreds of millions of online transactions every day and that number is always growing. Keeping ahead of this has always involved making more and more investment in dedicated data centre computer hardware. Bonotel wanted a smarter, more flexible solution for their geographically dispersed business and decided that moving to the cloud would give greater agility and flexibility in the way that they access and manage their systems.
Management of the platform requires a solution that provides both network and application visibility, and also allows the geographically dispersed team real-time access to XML data and insights simultaneously, regardless of client and server locations. Three years ago Bonotel embarked on an innovative project to migrate their entire distribution operation to the cloud.
The goal was to migrate collaboratively with existing tried and tested technology partners, who Bonotel had been working with for some time, who were regarded as experts in their specialisations and who in turn have demonstrated an appreciation of the dynamics behind the wholesale distribution challenges.
As part of the migration plan, Bonotel engaged early with their technology partners including Triometric. Triometric’s technology is used at different levels.
Firstly, it provides the IT level performance monitoring of Bonotel’s web services infrastructure to ensure that the web services are kept optimised for the customer base. Having this real-time operational visibility is critical when relying on third party delivered services.
Secondly, the Trio platform provides deeper analysis of the API traffic to get core insights into Bonotel’s distribution activities, cloud infrastructure and online booking platform.
Working with its technical partners, Bonotel instigated a well-planned migration and were able to migrate smoothly from the en-premise hosting facility to the cloud servers without impacting the business operations, incurring any significant downtime, or losing any analytic capability. Bonotel used the opportunity to take advantage of some cloud optimisation tweaks to gain some tangible benefits, but otherwise avoided making any radical changes to the core architecture of their API or applications.
Both the Triometric analytics platform and the online booking platform were successfully migrated into Bonotel’s cloud architecture, so from a user experience perspective the migration was fairly seamless. The migration did have some interesting challenges along the way, including the development and deployment by Triometric of new software based network packet capture technology. This was essential to continue capturing the raw API traffic in the cloud and it requires a significantly different technical approach.
Bonotel has been using the Triometric platform within their core system for monitoring all inbound and outbound XML traffic since 2011 so were keen to take the full analytic capabilities with them into the cloud. Triometric viewed this as a great opportunity to work closely with Bonotel to develop its first cloud-enabled version and the company became the first client to successfully deploy it.
Bonotel’s move to the cloud has more than fulfilled expectations on a number of levels, both in terms of operational performance and distribution capabilities. The Triometric cloud platform gives them the business agility they need. This includes the ability to rapidly scale up capacity while at the same time keeping the environment highly resilient and customer data highly secure. They are benefitting from being able to focus on core business activities including innovating and rolling out new products and features and upholding quality customer service and satisfaction.
Importantly, Bonotel were able to retain all the critical real-time performance metrics and intelligence of their API traffic. These distribution insights play a key role in the on-going service optimisation central to the customer satisfaction ethos at Bonotel, enabling them to understand customers’ experience, and through the flexible, scalable Cloud environment, respond and deliver to their needs.