Redcat strengthens customer relationships through infrastructure modernization

Redcat strengthens customer relationships through infrastructure By migrating from a dedicated environment to Amazon Web Services, Redcat significantly reduced operating costs and reduced job times from hours to minutes.

Redcat logo Sector SaaS & ISV Desafío

Redcat’s traditional network infrastructure was restricting its growth with limited options for scalability and visibility. Because of this, the company was struggling to meet demand from its customers.

Soluciones Cloud, Public Cloud Plataformas Amazon Web Services (AWS)

Our customer

Redcat is a specialist provider of an integrated end-to-end hospitality management system, the Redcat Hospitality IT Platform. It offers integrated point of sale and business management software and hardware solutions for some of Australia’s largest hospitality brands, restaurants, dining and entertainment venues.

“We might have a customer who wants to send individualized coupons to 600,000 loyalty members as fast as possible. In our old data centre, we had to spread a campaign like that across 24 hours to keep our servers from collapsing under the load. With AWS Auto Scaling, those messages can go out in about 10 minutes without any special planning.”
Phoebe Peck, Product Manager, Redcat
Redcat

The obstacles they faced

After gaining traction in some of Australia’s largest hospitality brands, restaurants, franchises and multisite dining and entertainment venues across the country, it became clear that legacy systems were limiting Redcat’s growth. And Redcat knew that in an increasingly digital landscape, it couldn’t afford to fall short on customer expectations.

Redcat’s challenges stemmed from a lack of scalability, visibility and control over its legacy environment. It was experiencing limitations running its POS solutions in a traditional collocated data centre that was impacting its ability to offer a seamless experience to its customers — and in turn, its customer’s customers.

To continue growing, Redcat needed to be able to scale quickly to meet increasing customer demand and provide seamless deployments to accommodate peak traffic times, such as during customer loyalty campaigns.

Enjoying a meal

“The Manage & Operate service block has provided us with piece of mind knowing that we have a 24x7x365 technical operations staff around the clock and around the globe to help when and if we experience an issue with our AWS infrastructure.”

Eranda Udadeni, Infrastructure Manager, Redcat
Redcat

How we helped

After selecting AWS as its cloud technology platform, Redcat engaged Rackspace Technology to manage a complete migration of its dedicated Windows environment to AWS infrastructure.

Rackspace Technology engineers assisted Redcat with everything from migration to architecture design and deployment of each Windows environment, ensuring 100% uptime for millions of logins every hour.

Migrating to AWS meant that Redcat could benefit from an array of cloud native services to enhance its POS platform and strengthen customer relationships. Rackspace Technology worked closely with Redcat to challenge capabilities and identify areas of improvement, integrating the necessary solutions to ensure success.

With the business requiring greater scalability, Rackspace Technology engineers executed an auto-scaling solution that provided the elasticity needed to meet fluctuating customer demand.

By implementing Amazon EC2 Auto Scaling, Redcat could run its environment at a lower infrastructure cost and still meet demand during peak traffic times. For example, since implementing the solution, one Redcat customer — Nando’s Australia & New Zealand — has experienced 100% uptime for online orders via its app.

Moreover, auto-scaling has enabled Redcat to be much more responsive to customer requests, particularly during customer loyalty campaigns, where it’s been able to reduce delivery time from hours to minutes.

For Redcat, the ability to scale on-demand has reduced campaign response times by 99% and given the company confidence in its infrastructure’s capabilities.

Also, because Redcat partners with many food delivery partners, including Google, Uber Eats, Deliveroo, Menulog and DoorDash, creating a seamless customer experience across all business platforms was important.

Rackspace Technology implemented AWS Simple Notification Service (SNS), a solution that enabled Redcat to send messages to customers while simultaneously queuing orders with food delivery partners , creating a seamless unified customer management experience. This also reduced the load on the company’s systems since it was now able to pass on orders to food delivery partners as they came through the platform in real-time.

To help Redcat further strengthen customer relationships, Rackspace Technology also implemented Amazon Relational Database Service (RDS), allowing Redcat to generate more read replicas — copies of the live database — for customers to run analytics on directly, or to generate custom reports for deeper insights.

This was all made possible without putting additional load on the main database, and it provided Redcat with a modern, cost-effective data analytics solution that enabled it to facilitate targeted campaigns for customers and improve business intelligence.

The partnership between Redcat and Rackspace Technology goes beyond technology. It’s a strategic business and operational alignment — powered by Rackspace Service Blocks. Since no two cloud journeys are the same, the company needed a mix of solutions that catered to its specific 

After selecting AWS as its cloud technology platform, Redcat engaged Rackspace Technology to manage a complete migration of its dedicated Windows environment to AWS infrastructure.

Rackspace Technology engineers assisted Redcat with everything from migration to architecture design and deployment of each Windows environment, ensuring 100% uptime for millions of logins every hour.

Migrating to AWS meant that Redcat could benefit from an array of cloud native services to enhance its POS platform and strengthen customer relationships. Rackspace Technology worked closely with Redcat to challenge capabilities and identify areas of improvement, integrating the necessary solutions to ensure success.

With the business requiring greater scalability, Rackspace Technology engineers executed an auto-scaling solution that provided the elasticity needed to meet fluctuating customer demand.

By implementing Amazon EC2 Auto Scaling, Redcat could run its environment at a lower infrastructure cost and still meet demand during peak traffic times. For example, since implementing the solution, one Redcat customer — Nando’s Australia & New Zealand — has experienced 100% uptime for online orders via its app.

Moreover, auto-scaling has enabled Redcat to be much more responsive to customer requests, particularly during customer loyalty campaigns, where it’s been able to reduce delivery time from hours to minutes.

For Redcat, the ability to scale on-demand has reduced campaign response times by 99% and given the company confidence in its infrastructure’s capabilities.

Also, because Redcat partners with many food delivery partners, including Google, Uber Eats, Deliveroo, Menulog and DoorDash, creating a seamless customer experience across all business platforms was important.

Rackspace Technology implemented AWS Simple Notification Service (SNS), a solution that enabled Redcat to send messages to customers while simultaneously queuing orders with food delivery partners , creating a seamless unified customer management experience. This also reduced the load on the company’s systems since it was now able to pass on orders to food delivery partners as they came through the platform in real-time.

To help Redcat further strengthen customer relationships, Rackspace Technology also implemented Amazon Relational Database Service (RDS), allowing Redcat to generate more read replicas — copies of the live database — for customers to run analytics on directly, or to generate custom reports for deeper insights.

This was all made possible without putting additional load on the main database, and it provided Redcat with a modern, cost-effective data analytics solution that enabled it to facilitate targeted campaigns for customers and improve business intelligence.

The partnership between Redcat and Rackspace Technology goes beyond technology. It’s a strategic business and operational alignment — powered by Rackspace Service Blocks. Since no two cloud journeys are the same, the company needed a mix of solutions that catered to its specific infrastructure needs. Backed by certified technical expertise and business acumen, this is where Rackspace Technology engineers showed Redcat how unified cloud management was the way to go.

Having an intimate understanding of Redcat’s environment — and knowing exactly where to look to proactively prevent issues — meant that engineers could resolve matters within minutes, as opposed to the standard two hours outlined in the SLA.

These quick responses were possible through the Manage & Operate Service Block, where Rackspace Technology engineers can swiftly respond to alerts in Redcat’s environment — maximising cloud performance while minimising management on the customer’s end. This rapid remediation is made possible not only by the technical expertise of Rackspace Technology engineers but their deep understanding of the business as well.

As part of the Complex Cloud Operations service block, Rackspace Technology engineers are deeply embedded in a customer’s environment to gain a complete understanding of the relationship between technology and business impact. Through this arrangement, new solutions can be identified outside the realm of the customer’s expertise.

For example, Rackspace Technology was able to implement a system that allowed Redcat to understand the health of its business by monitoring orders through its platform. With fostering loyalty and trust at the top of the list for an e-commerce platform, this was imperative for Redcat.

Being deeply entrenched in the customer’s business meant that Rackspace Technology engineers were able to identify a need — one that the customer may not have been aware of — and present a solution. For Redcat, this was the ability to monitor the health of its order system by comparing current order rates with previous weeks to gauge the health of its platform, rather ran relying on infrastructure metrics for that insight.

Use cases such as this are the reason why Rackspace Technology is considered a trusted advisor by many organisations, large and small. Through embedded expertise, continuous evaluation and a deep understanding of the customer’s business, the engagement between Rackspace Technology and Redcat is a true partnership.

Acerca de Rackspace Technology

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