Ascott is an international lodging operator headquartered in Singapore, with serviced residences, hotels and a portfolio of accommodation brands. In 2025, its China business covered more than 40 major cities and over 230 managed projects. This case focuses on the mobile experience, business applications and technical collaboration supporting hospitality services.
HospitalityIndustry230+Managed projects in China, 2025SingaporeGlobal headquarters
BUSINESS CHALLENGES
Find the cause behind a disrupted guest experience
Mobile apps and backend services jointly support digital hospitality. Ascott needed a way to detect intermittent issues, relate evidence across systems and coordinate teams so that experience problems could be investigated sooner.
Intermittent backend failures lacked an effective path to root-cause investigation. Repeated reconciliation of operating information made it difficult to reduce repair time.
Infrastructure, application interfaces and logs were spread across different systems, while noisy alerts added to the work of assembling useful evidence.
Mobile crashes were not monitored promptly enough, delaying the response to issues affecting how users experienced the service.
KEY RESULTS
60%+
Reduction in mean time to repair (MTTR)
Minutes
To localize production faults
End to end
Mobile experience connected to backend services
SOLUTION
Ascott × Guance — Solution
01
Follow mobile issues into backend calls
Connect frontend-to-backend monitoring, link mobile issues to application traces and alert on critical interfaces. Engineers can continue from an experience problem into the relevant service calls instead of asking each team to reconstruct its part of the incident.
60%+↓
Mean time to repair (MTTR)
02
Bring runtime logs and resource signals together
Use APIs and Agents to integrate infrastructure, operating-system and application-interface logs. A shared time window lets engineers investigate related evidence in one platform, helping move production fault localization from hours to minutes.
Development, testing and operations use the same platform to inspect issues. Critical-interface alerts and mobile-crash monitoring help experience problems enter the handling process sooner, with less repeated reconciliation between systems.
