Comprehensive IT Ecosystem Support for a Leading European Leisure Club Chain
Summary
David Lloyd needed a robust support system to match their digital transformation ambitions
In 2019, David Lloyd Clubs partnered with ELEKS to improve its digital standing and offer clients extensive online and digital services. After successfully developing the client's mobile applications and other digital assets, ELEKS was the natural choice to take over the support function of David Lloyd’s extensive digital ecosystem.
With 5 million monthly visitors across 130+ clubs, the organisation required a support framework that could scale with its business while maintaining high performance and reliability.
The challenge was multifaceted, requiring support across various layers of their technology stack:
- L1/L2/L3 support for customer-facing mobile applications
- Backend solution maintenance and enhancement
- Infrastructure monitoring and optimisation
- Coordination between business stakeholders, users, delivery teams, and third-party vendors.
Implementing a hybrid support model with comprehensive monitoring and optimization
Given ELEKS' deep understanding of the developed solutions and David Lloyd's complex technical ecosystem, the transition from development to support was seamless. ELEKS established a sophisticated support structure that could handle the complexity and scale of David Lloyd's operations. The team implemented a hybrid support model that covered everything from website monitoring to system enhancement deployments.
Key implementation aspects included:
360° monitoring system
ELEKS deployed a comprehensive event-based monitoring solution leveraging New Relic and Data Dog tools. The team implemented performance deviation detection mechanisms and established proactive event management for early issue identification, ensuring complete visibility into system performance.
System stability enhancement
ELEKS implemented robust autoscaling solutions that dynamically adjusted system resources to address potential performance challenges. The team optimised system performance to handle peak traffic periods, successfully managing scenarios with up to 100 requests per second without compromising system integrity.
Database optimisation
The team conducted performance audits of the database infrastructure. They implemented query optimisation techniques designed to improve data processing, reducing query times and system response rates.
Unified support structure
ELEKS established a consolidated Support Pod that improved cross-team coordination by streamlining operations and communication channels, creating a more agile and responsive support ecosystem that could quickly address complex technical challenges.
Security and maintenance
The team implemented rigorous security protocols, including regular comprehensive system scanning to detect potential security incidents preemptively. They established automated maintenance schedules and developed efficient system automation processes, ensuring continuous system health and minimising potential downtime risks.
The support service expanded in 2024 to include backend support, with the team successfully addressing 55+ bugs and delivering eight releases within just three months.
Achieving exceptional service levels while significantly reducing critical incidents
The implementation of ELEKS' comprehensive support system delivered impressive results across all key metrics:
- Maintained 99% SLA compliance while handling 2,500+ monthly support issues
- Achieved average incident response times across all priorities of less than 30 minutes
- Reduced critical issue resolution time to under 2 hours
- Decreased critical incidents by 30% compared to 2022-2023
- Achieved a 33% reduction in end-user complaints
Through systematic improvements and proactive management, ELEKS helped David Lloyd Clubs maintain and enhance their digital infrastructure while supporting their continued expansion across Europe.
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