Arada accelerates cross-industry growth by creating luxury customer experiences with Dynatrace

Arada is a leader in property development, creating luxury spaces for people to live healthier, happier and more meaningful lives. The company has experienced rapid growth, expanding into retail, hotels and wellness, and beyond the Middle East to Australia. As Arada’s business and customer base expanded, the company needed to digitally transform to ensure it could continue delivering world class experiences and services.

In 2021, Arada embarked on a digital transformation journey, adopting a cloud first approach, built on Azure. Deploying in the cloud gave Arada more agility and greater resilience, enabling the company to deliver a luxury customer experience. The company digitized its business processes and launched new customer-facing IT services, to transform the way communities live and function. First impressions are vital as Arada operates in the luxury services market, and so it is essential that every digital touchpoint supports a seamless experience. As the company adopted and launched new digital services, it needed to ensure they were both reliable and scalable so the customer experience was never compromised. To support these efforts, Arada wanted to improve the observability its teams had across the customer journey.

After evaluating the market, Arada identified that Dynatrace would be best suited to its needs. Its teams were drawn to Dynatrace’s advanced real user monitoring capabilities, which could provide a single pane of glass view into every customer touchpoint so that teams could optimize digital experiences most effectively. Where other solutions only offered ad hoc insights into issues, Dynatrace could pull all the company’s data into one place and analyze it in context. Dynatrace’s integrations with hyperscalers also meant Arada could get visibility into its serverless environment running on Azure Functions. Arada saw this level of visibility as invaluable for finding and resolving incidents before they impact customers.

“Dynatrace helps us to provide the luxury experience that our customers know and expect,” said Abdul Rahim, Senior Manager, IT Infrastructure and Operations, Arada. “In our industry, we only get one shot to impress. The ability to provide a seamless customer journey every time has been a real differentiator that has enabled us to grow so quickly. Our aim is for customers to never think twice about whether our digital services will be working or not, so that our solutions can be fully integrated into their day-to-day lives. The end-to-end observability from Dynatrace is essential in enabling us to deliver those uncompromising standards of reliability and performance.”

• Optimizing costs and resources: The full stack observability and AI-powered insights from Dynatrace enable Arada to identify problems as soon as they occur and highlights the precise root cause. This has dramatically reduced the time teams need to spend on resolving problems. In eight months, Dynatrace helped Arada to reduce mean time to resolve (MTTR) from two to three days to just an hour, a 98% improvement. This equates to $154,000 in savings on operational costs.
• Greater customer satisfaction: This faster resolution coupled with Dynatrace’s real-time visibility into user journeys has helped Arada to improve customer experiences. With Dynatrace, the company can ingest logs from Azure to enrich problem tickets with deeper context, so teams can quickly understand and resolve the cause of issues. As a result, customers benefit from reliable and seamless digital services.
• Improved focus on innovation: The time savings from the faster root cause analysis with Dynatrace has also allowed Arada’s IT teams to spend more time on developing innovations and optimizing existing services. This provides Arada more opportunities to surprise and delight customers as the company continues to expand into new industries and territories.
• Shared business intelligence: Insights from Dynatrace aren’t just used by Arada’s technology department, but by its management team and C-suite. The end-to-end observability that Dynatrace provides means that teams can pull metrics for business reporting services that directly correlate to revenue and growth. For example, if there are issues with conversions, teams can give actionable insights to the CFO on how integrated payment platforms are performing and the real-world impact on revenue.