Mitchells & Butlers drives cloud migration and transformation with Dynatrace
Digital services drive the need to better understand customer experience
Mitchells and Butlers (M&B) is a restaurant and pub operator in the United Kingdom, with brands that include, but not limited to, All Bar One, Ember Inns, Harvester, Miller & Carter, and O’Neill’s.
Digital services have become increasingly important to these brands as consumers increasingly look to be more time efficient, turning to their mobile devices to make reservations, click and collect meals and order food and beverages from the table. The value of digital to M&B is significant, and through its ‘order at table’ service, it has seen a 20% higher purchase value than customers ordering from the bar.
But, delivering perfect experiences to end customers, who expect fast response times and error free ordering isn’t easy. With a multi-vendor landscape, including Docker, RedHat, and Adobe Experience Manager, it was difficult for M&B to get a single intelligent view of its software ecosystem and importantly, the experience of its users across applications. In addition, a planned move to Microsoft Azure to drive digital transformation would add complexity, making it difficult to maintain visibility into customer experience.
A new world of insight with Dynatrace
After evaluating alternatives, including the incumbent New Relic and AppDynamics, M&B selected Dynatrace’s AI-powered software intelligence platform, which it felt was the best solution capable of meeting its needs. M&B was particularly impressed with how advanced the Dynatrace AI engine – Davis – was, specifically its ability to provide real-time answers to performance problems.
One significant difference with Dynatrace was the ability for M&B to ‘self-evaluate’ through a free trial. Upon the company’s proof of concept installation, Dynatrace quickly discovered performance issues that could impact customers. M&B had previously had trouble identifying the precise root-cause of these problems, but with Dynatrace it was instantly shown what was causing the issues.
Getting started with Dynatrace and migrating M&B’s entire monitoring estate for the digital platform from New Relic took less than two weeks.
"We felt that other monitoring tools couldn’t provide the same simplistic level of insight based on our working practices and procedures. With Dynatrace’s Davis, it’s like having multiple additional analysts on your team. Since we’ve implemented it, we don’t go looking for problems, problems come looking for us," commented Mark Forrester, Digital Readiness Manager, Mitchells & Butlers.
With Dynatrace’s Davis, it’s like having multiple additional analysts on your team. Since we’ve implemented, we don’t go looking for problems, problems come looking for us.”
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