Intelligent CIO LATAM Issue 11 - Page 58

CASE STUDY
translating all available information and alerts into knowledge to make faster and more assertive decisions ,” said Borrego .
“ Today , Dynatrace brings us this capability by allowing the complete observability of applications and , more than that , by offering the opportunity to transform isolated indicators and dashboards into unified and thoughtful insights to help our business .”
Adriano Sarno Barbosa , IT Manager , Smiles , explains that the customer journey needed to be simplified .
“ That was very complex with many mistakes that we could not see . Dynatrace came to give us the ability to comprehend this and help us fix the flaws . Before , it took days to identify a problem that today is down to hours , if not minutes or seconds ,” said Barbosa .
Robson Agostini , IT , Architecture , Infrastructure and Cybersecurity Manager , Smiles , highlighted that the advantages caused by the adoption of advanced

ANOTHER ASPECT TO CONSIDER IS THE FEATURE THAT ALLOWS INCIDENT RESPONSES TO BE FULLY AUTOMATED , WITH ALMOST NO HUMAN INTERACTION .

observability resources go beyond the ability to manage networks .
He said : “ Dynatrace has allowed us to be much more efficient . The ability to correlate information from different sources and formats , plus Artificial Intelligence ( AI ) and other technologies , allows us to act much more proactively and intelligently in our decision making .”
Highlighting the ‘ self-healing ’ resources available on the Dynatrace platform , Agostini added : “ Another aspect to consider is the feature that allows incident responses to be fully automated , with almost no human interaction . This streamlines and increases the operational efficiency of the business .”
About Smiles
Smiles is the most complete travel platform in Brazil , bringing together a diverse range of products and services , from airline tickets , hotels , car rentals and tourist tours to fuel supply credits , in addition to extensive e-commerce with thousands of products from the main retailers in the country . As a GOL airline loyalty program , it has been available for over 25 years and counts around 18 million members . Smiles also operates in Argentina .
The purpose of GOL is to promote human evolution through travel . The company does it by being the gateway to travelers ’ dreams and inspiring projects , accompanying clients in their daily lives and during trips through tips , itineraries , experiences , content and many offers that go beyond accumulating miles and redeeming flights and products .
Smiles has an extensive network of travel partners and with the leading banking institutions in the country .
In 2020 , its credit card , GOL Smiles , started offering many benefits to the customer , including one of the best multipliers in the market , offering up to four redeemable miles per dollar spent . The company has more than 50 partner airlines that fly to more than 1,600 destinations worldwide .
Recognized for pioneering and innovative services , the company offers the longest validity period of miles in the market , ranging from three to 20 years and offers services and products that provide the best and most complete experience . In 2021 , it was considered the best loyalty program of the year by the IBest award , which annually selects the best professionals and companies in the digital market .
Roberto de Carvalho , Vice-President for South America , Dynatrace Brazil , said : “ When we talk about observability , we are talking about something much bigger than simply monitoring network performance .
“ For us , observability is going beyond this ability to monitor processes , allowing organizations to have real intelligence so that IT teams can understand
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