Between 2017 and 2021, Digital Tactics worked with Riksja Travel Group — including Rickshaw Travel and Erlebe Fernreisen — as a trusted third-line technical advisor and operational safety-net.
Our role focused on protecting uptime, deliverability, and digital continuity across a multi-brand, multi-region web estate. We supported internal teams during incidents, change windows, and lifecycle transitions, providing calm, senior-level intervention when issues cut across infrastructure, applications, and external vendors.
Engagement Snapshot
| Dimension | Summary |
|---|---|
| Client | Riksja Travel Group (Riksja Travel, Rickshaw Travel, Erlebe Fernreisen) |
| Sector | Travel & tourism |
| Duration | 2017 – 2021 |
| Our Role | Third-line advisory & operational safety-net |
| Core Focus | Uptime, deliverability, lifecycle management, infrastructure hygiene |
| Operating Context | Multi-brand estate, live trading websites, international teams |
| Engagement Model | On-call advisory, incident response, planned change support |
The Challenge
Riksja Travel Group operated a distributed digital estate supporting multiple travel brands across regions and languages. These sites were commercially critical, customer-facing, and highly sensitive to downtime, email deliverability issues, and configuration errors.
The challenges were not primarily about building new systems, but about keeping existing ones reliable:
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Responding quickly to monitoring alerts and intermittent failures
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Managing hosting and infrastructure configuration under live load
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Maintaining email deliverability across brands and domains
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Safely retiring legacy or regional sites without harming SEO or customers
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Supporting internal teams during datacentre and network changes
In this environment, small technical issues could quickly escalate into lost bookings, broken customer journeys, or reputational damage.
Our Role
We acted as a trusted third-line advisor and safety-net, complementing internal teams rather than replacing them.
Our contribution combined availability, experience, and judgement:
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Providing senior escalation support during incidents
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Interpreting monitoring alerts and identifying root causes
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Advising on hosting, memory, and configuration tuning
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Supporting planned change windows and infrastructure upgrades
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Offering pragmatic guidance across vendors, platforms, and teams
This role required calm intervention, clear communication, and the ability to see beyond individual tickets to system-level behaviour.
Key Capability Threads Demonstrated
This engagement highlights strengths relevant to any digitally-dependent organisation:
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Operational reliability for live, revenue-generating websites
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Third-line advisory support and incident readiness
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Monitoring interpretation and infrastructure hygiene
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Website and domain lifecycle management
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Email deliverability, authentication, and trust signals
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Coordination across internal teams, vendors, and regions
Representative Interventions
Our work spanned both reactive and planned activities:
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Investigation of uptime alerts and intermittent faults, including memory pressure and configuration issues
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Tuning hosting environments to suppress recurring alerts and stabilise performance
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Advising on monitoring subscriptions and avoiding unnecessary vendor lock-ins
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Scoping and executing the retirement of the Rickshaw Australia site, including redirects, backups, and clean termination
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Diagnosing live CMS-related site breakages and identifying content or configuration-driven failure modes
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Implementing DKIM-signed email delivery for Erlebe Fernreisen domains to protect sender reputation
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Supporting datacentre firewall changes and confirming successful high-availability operation
Details are selectively abstracted to preserve operational confidentiality.
Outcomes That Mattered
Across the engagement:
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Live customer-facing sites remained available and performant
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Intermittent infrastructure issues were stabilised before escalation
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Email deliverability was secured for international brands
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Legacy sites were retired cleanly without damaging user journeys
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Internal teams had confidence in escalation paths during incidents
Our value lay not in constant visibility, but in being there when things became uncertain or time-critical.
Why the Relationship Worked
Riksja Travel Group relied on us because:
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We could step in quickly without disrupting internal ownership
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We brought experience across infrastructure, applications, and vendors
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We focused on resolution, not blame
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We communicated clearly during incidents and change windows
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We treated operational reliability as a commercial priority
Who This Is Relevant For
This engagement is particularly relevant if you:
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Operate revenue-critical websites or digital services
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Run multiple brands or regional sites on shared infrastructure
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Need senior technical cover without building a large in-house team
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Want a trusted advisor available when incidents cross boundaries
Considering a Similar Arrangement?
If you need experienced, calm technical support to protect live systems — whether as a safety-net, escalation path, or trusted advisor — we’re happy to discuss how we can help.