CUSTOMER STORY

Follow transport issues from the passenger app to payment services

ABOUT COMFORTDELGRO

About the customer

ComfortDelGro (CDG) is a transport group headquartered in Singapore, with businesses including buses, taxis, and other mobility services. Its digital transport platform connects drivers and passengers with backend and payment systems, making coordination across these services central to the travel experience.

Transport Industry

Public transport Business focus

Urban mobility Serves

The challenge

Partial coverage left gaps in the journey

For ComfortDelGro, driver and passenger apps, backend services, and payment all contribute to the travel experience. With only part of the estate connected, a symptom at one end could leave teams without the evidence to investigate downstream.

Monitoring spend constrained coverage. Looking at only part of the business data created blind spots and made incident impact harder to assess.

Existing tracing already supported development and operations. A platform change needed to preserve that investment while connecting traces, logs, and resource health.

KEY RESULTS

20%

Expected reduction: Cross-service diagnosis time

25%

Expected reduction: Monitoring maintenance hours

15%

Expected reduction: Total monitoring investment

SOLUTION

ComfortDelGro (CDG) × Guance — Solution

Organize evidence around the travel workflow

Mobile experience, backend calls, and logs are examined within a shared request and time window. Teams can follow user symptoms into service dependencies and identify the next part of the journey to investigate.

20%

Expected reduction: Cross-service diagnosis time

Reuse tracing and validate coverage in stages

DDTrace ingestion preserves existing application instrumentation. Teams check sampling, labels, and call relationships for key services before extending coverage, reducing the need to rebuild tracing from scratch.

25%

Expected reduction: Monitoring maintenance hours

Retaining trace instrumentation while migrating collection and log processing

Plan coverage alongside ongoing maintenance

Traces, logs, infrastructure, and third-party monitoring signals enter one platform. Data onboarding can follow business priorities as the range of monitored services grows.

15%

Expected reduction: Total monitoring investment

BUSINESS IMPACT

Give each transport-service issue a trail that teams can follow

Fewer breaks in the investigation

Connected mobile, backend, and payment evidence helps teams distinguish where a symptom appears from which service needs further checking.

Less work repeated during migration

Reusing existing traces lets teams concentrate on validation, coverage gaps, and their response process.

A common basis for development and operations

Teams collaborate around the same request, time window, and service state instead of repeatedly passing isolated records.

Build observability around your business

Work with Guance to connect telemetry, investigate service issues, and give teams shared operational context.