Case Study: Addison Lee reduces booking time, accelerates issue resolution, and boosts app engagement
Key results
The challenge
Addison Lee lacked broad visibility into the user-experience issues affecting its booking app. Accessing behavioral data required raising a ticket and waiting for a representative, slowing down the teams that needed answers and leaving experience problems undetected.
The solution
Addison Lee deployed Fullstory to democratize access to behavioral data across the organization, letting business stakeholders analyze user behavior through self-serve dashboards and Session Replay without waiting on a rep. A Jira integration streamlined issue tickets.
“Before we had [Fullstory], we were blind to a lot of the user experience issues that Fullstory now gives us visibility of. It saves us a lot of time and effort.”
JRJamie RustHead of Product, Addison Lee
The results, in context
Addison Lee reduced booking time by 80%, increased app engagement by 20%, and resolved issues 67% faster after rolling out Fullstory across its teams.