Technology plays an increasingly important role in delivering an exceptional experience for Royal Caribbean’s guests. From interactive screens that provide ship maps and restaurant menus to facial recognition software that helps guests find their photos, the innovative use of IT provides Royal Caribbean with a competitive advantage.
“Our investment in technology has increased dramatically. Thanks to CA Technologies Business Service Innovation approach, we have transitioned our focus from maintaining IT systems to delivering new, innovative guest services with speed and agility,” said Bill Martin, Chief Information Officer for Royal Caribbean Cruises Ltd. “CA Technologies has enabled us to transform our IT organization and address the high expectations guests have as a result of the trend towards consumerization of IT. Guests want wireless access to the Internet from their smartphones, tablets, laptops and game consoles the second they board the ship to access a range of services; it’s imperative that we provide them the best possible experience with those services.”
The ability to manage an increasingly complex IT environment with as few resources as possible is vital to Royal Caribbean’s ability to exploit new technologies that improve the guest experience. To simplify IT management both on shore and onboard its ships, the company uses a range of CA Technologies solutions, including application performance management, infrastructure management, automation, and project and portfolio management.
CA Application Performance Management helps Royal Caribbean ensure quality of service and quality of experience for its Web sites. CA APM enables the cruise company to identify and resolve potential problems before they cause downtime and disruption for guests.
Royal Caribbean uses CA Spectrum® and CA Virtual Assurance for Infrastructure Managers to manage its on-board network and data center devices. The integrated solution, used on SL class and OA class ships, enables Royal Caribbean to monitor its infrastructure across multiple platforms via user-friendly dashboards that help the organization drill down to identify and fix the root cause of a problem before it impacts guests.
Royal Caribbean also uses CA Client Automation to track networked assets and deploy software upgrades remotely to help minimize the need for IT staff to travel around the ship and ensure devices remain continuously available.
With a massive IT program involving the modernization of legacy applications planned for the next 12 to 18 months, CA Clarity™ Project and Portfolio Management (PPM) is an important tool for Royal Caribbean. As Martin confirms, “Our project portfolio has doubled in size over the last year and CA Clarity PPM plays a vital role in helping us manage these projects in an efficient and effective manner.”
“Hospitality companies such as Royal Caribbean know that the guest experience has to exceed expectations from the first moment of engagement throughout the entire stay. That means everything – from the reservation system and check-in process to the baggage and towel service – must run at optimal levels,” said Mike Sargent, general manager, Enterprise Management, CA Technologies. “We take pride in the important role our solutions play in delivering a differentiating experience for Royal Caribbean customers and look forward to the company’s continued success as it transforms its IT systems to meet growing customer demands.”
For more information about Royal Caribbean’s use of CA Technologies solutions, read this customer success story and watch this video.