Alitalia cruises to a new altitude of customer experience with Dynatrace

Dynatrace has been a fundamental part of our success story.

Roberto Tundo

Chief Information and Technology Officer, Alitalia

About Alitalia

Italy’s largest airline
22 million passengers per year
4,000 flights a week
Flies to 81 destinations worldwide

Industry

Travel

Story Snapshot

Transforming at scale: AI supports move to hybrid, multicloud environment
Improved experiences: Problems solved before they impact users
Unparalleled insight: From ability to replay users’ digital experience
Continuous optimization: AI helps to improve performance in real-time
Strategic IT operations: Shift from technology team to business enabler

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Challenges

Before Dynatrace, Alitalia found its overall IT architecture was failing to support the company’s vision to be a high performer in a very competitive market. Alitalia made the decision to completely transform, shifting to a hybrid, multicloud environment so it could innovate faster and meet soaring customer expectation for great experiences.

I know exactly what’s going on in terms of customer experience. I understand the problems before the problems appear.

Roberto Tundo

Chief Information and Technology Officer, Alitalia

Why Dynatrace

Since its digital transformation, and with Dynatrace implemented, Alitalia now has real-time insights into customer journeys, enabling the business to anticipate problems before they occur and minimize impact to customers.
Dynatrace’s Session Replay capability allows Alitalia to replay customer journeys from the user perspective. This single source of truth, demonstrating what has happened, helps align the business and IT so they can work towards improving conversions, reducing negative experiences, and optimizing entire journeys.
Alitalia says that Dynatrace has been instrumental in enabling the company to change its reputation from being known as “Always late in take-off always late in arrival” to being known as one of the most punctual airlines in the world.