WhatsUp® Gold Helps Taiwan’s e-go Build an Operations
Control Center to Deliver Premium Quality Services
CASE STUDY

INDUSTRY
Transportation

PRODUCTWhatsUp GoldSUMMARY
After introducing Progress WhatsUp
Gold, e-go’s IT team was able tosee everything on their network
in a single dashboard. e-go wasable to manage heterogeneous IT
environments with ease. e-go has
decreased their troubleshooting timeby 50% and optimized their entire
infrastructure.

With over 40 years of history, the Taiwan Car Rental & Travel Group integrated their computer systems
with ERP (Enterprise Resource Planning) systems in 2002. As the scope and scale of their businessexpanded, the company decided to build a cross-business customer service center and an operations
control center to help them manage firewalls, networks, major servers and core infrastructure. The
operations control center also provides support for vehicle monitoring and dispatch. As a result, thecompany recruited a large number of IT staff and carried out a comprehensive upgrade of their IT
systems. With an increase in hardware devices and software applications and a more complicatednetwork structure, the Progress WhatsUp Gold network management software solution has played a keyrole in helping the Taiwan Car Rental & Travel Group make sure all systems and services operate reliably.
“We have chosen Progress WhatsUp Gold based on our long-term experience in the IT industry and otherenterprises’ user experience of the platform. After a thorough evaluation which proved that WhatsUp Gold v16.3
Service Pack 2 met our needs, we introduced WhatsUp Gold v16.4 to the company in 2015,” said Merlin Kao,Assistant Manager of Application Architecture at the Taiwan Car Rental & Travel Group.
The purpose is to enable the headquarters to manage all systems in a heterogeneous environment effectively via
WhatsUp Gold’s unified infrastructure and Application Performance Monitoring (APM) module.

Recruit new talents to revamp IT InfrastructureWith annual revenues of NT$950 million, the Taiwan Car Rental & Travel Group is the largest travel and transportationcompany in Taiwan. Taiwan Car Rental & Travel Group runs several travel agencies as well as a wide range of vehicle
services such as airport pick-up services, transportation services for airline cabin crews, car rental services forsightseeing, mobility buses, welfare buses, SNG vehicles, long-term car rental services for business clients and tourbuses. All in all, the Taiwan Car Rental & Travel Group is a specialized car rental and travel service provider.
Following the integration of their computer systems with the ERP systems, the Taiwan Car Rental & Travel Group
introduced a variety of systems to meet their business needs including smart dispatch, customer online searchand vehicle mobility systems. As the number of vehicles, routes and service models increased, the company’sbusiness grew increasingly complicated. Given the time-sensitive nature of the transportation industry, ensuring
IT infrastructure operations were always optimal in order to support front-line business such as vehicle dispatch,
dynamic arrangement, and customer orders became the major challenge for the Taiwan Car Rental & Travel Group.
With digitization and mobility in mind, Taiwan Car Rental & Travel Group chief executive director Hsu Hao-yuan
expanded the IT department with new recruits. The new IT team was entrusted with the responsibility to revamp
the company’s IT infrastructure. Three goals were set. The first goal was to create a solid foundation for higher
productivity by improving client devices at the front line. The second goal was to upgrade the company’s data
center by replacing the existing equipment, servers and infrastructure. The third and most important goal was tocreate an IT management platform for all heterogeneous systems.
After updating over 100 client PCs sequentially, upgrading the servers and introducing the virtual structure, thecompany moved on to the management of a complicated heterogeneous environment. In the past, the company
outsourced their maintenance tasks to external IT companies with only one consultant in charge of the ITdepartment. However, the combination of new and old equipment from different vendors and complicated internal
connections put the IT infrastructure at risk of unplanned downtime.
For example, the IT staff must identify the root causes immediately when they were notified of the problems
such as “the computer was too slow to schedule orders” or “applications failed to work properly”. However, there
were many possible causes including server failure, low CPU performance, database access issues and hardware

problems. If the IT staff failed to identify the cause, system operations andbusiness would be interrupted, striking a lethal blow to the Taiwan Car
Rental & Travel Group.
In case of a problem or system failure, the IT staff must check every serverand spend a lot of time identifying the root causes.

WhatsUp Gold enables IT to see everything
on one platform
To overcome this challenge, the Taiwan Car Rental & Travel Group
has adopted the Progress WhatsUp Gold integrated solution withhigh availability for monitoring networks and servers. WhatsUp Goldprovides an integrated view of equipment from different suppliers in theheterogeneous environment, allowing the IT staff to see everything on thenetwork on one single platform.
When installing the WhatsUp Gold platform in 2016, the Taiwan Car Rental& Travel Group was helped by USO’s WhatsUp Gold-certified engineers. Allservers, routers, switches, wireless devices, and the virtual infrastructure
were connected to the WhatsUp Gold platform in two weeks, successfully
integrating the multi-vendor solutions in the heterogeneous environment.

Save troubleshooting time by 50% andoptimize infrastructureWith the Progress WhatsUp Gold network management platform, theIT staff can view CPU and memory utilization and hard disk drives
while accessing logs and checking network status based on the datacollected from file and application servers, network devices, firewalls andprinters - all without logging in. “After using WhatsUp Gold to monitor
the internal network and even the connections between physical andvirtual machines, the IT staff can locate any problems immediately withthe help of the WhatsUp Gold dashboard. The result is a 50% reduction
in troubleshooting time and optimal operations of the network andinfrastructure,” said Merlin Kao.
With a variety of products and services, the Taiwan Car Rental &Travel Group has developed over 40 applications for human resource
management, customer relation management, enterprise resources
planning, workflow planning, mobility and welfare bus reservation, and“After using WhatsUp Gold to monitor thecompany’s internal network systems and theconnections between physical and virtualmachines, the IT staff can locate problems
accurately as soon as they occur with WhatsUp
Gold’s integrated dashboard. Besides saving
troubleshooting time by 50%, we are able toensure that our network and infrastructure
operations achieve optimal levels at all times.”
Merlin Kao
Assistant Manager of Application Architecture at the Taiwan Car Rental &Travel Groupbanking services. Therefore, the Taiwan Car Rental & Travel Group has
also installed the Progress WhatsUp APM module to help manage theseapplications.

Reduce labor costs by 50% with simplified
application monitoring processes
With APM, the IT staff can greatly simplify application monitoringprocesses and tasks under the SLA (Service Level Agreement) while
tracking application status more easily. By producing SLA-compliant
reports, the Taiwan Car Rental & Travel Group can analyze their large
volume of data effectively to help enhance application performance andreliability, ensuring stable and uninterrupted operations of their business.
“Our front-line employees are the major beneficiaries of the introductionof the WhatsUp Gold platform as they have experienced higher
troubleshooting efficiency, more stable computer operations and areduction in server failure,” said Merlin Kao. “The biggest advantageof the WhatsUp Gold platform for us is that it saves 50% of our daily
maintenance time as we can review and process events more rapidly.”With a significant decrease in management time, the staffing of the ITemployees can be more efficient, allowing them to have more time fordeveloping new applications. Overall, a 50% cut in labor costs has beenachieved. Looking to the future, the Taiwan Car Rental & Travel Group willcontinue to embrace new technologies such as container, big data, andmobility to develop more user-friendly services. The company will stickto their corporate philosophy of professionalism, simplicity and customer
orientation to fulfill their commitment of providing premium services.

For a Free Trial Please Visit:
whatsupgold.com/trial

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