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"As we added new digital revenue streams, it was imperative that we continued to deliver excellent customer experiences and we knew Dynatrace could provide the insights we needed."
UK-based restaurant and pub operator Mitchells and Butlers (M&B) is on a mission to digitally transform. As the company emerged from the Covid-19 pandemic and reopened its 1,700 locations across the UK, it continues to identify new opportunities for growth. With the UK home delivery market expanding, M&B wanted to drive new digital revenue streams by establishing its own virtual brands, while continuing to deliver excellent customer experiences in its traditional venues.
To achieve these goals, M&B needed more extensive observability and business analytics across its environment. The company had adopted Dynatrace at the onset of the digital expansion and therefore had access to an automatic and intelligent observability solution, but it now needed to extend these capabilities even further to unlock new insights.
When initially selecting an observability solution, M&B was particularly impressed by Dynatrace’s causal AI engine, Davis, due to its ability to provide real time answers about the cause and solution to any performance issues. Following the exceptional results achieved with these capabilities – including the achievement of 100% application availability – M&B chose to extend its use of the platform. It chose to begin using Dynatrace’s new Grail data lakehouse technology, to access powerful business analytics.
“Since the pandemic, we’ve experienced exponential growth in the delivery market,” says Mark Forrester, Digital Readiness Manager at M&B. “Use of our apps and online platform has also increased, with customers using it to do everything from booking tables to ordering food and drink. Dynatrace had already helped us perfect the order-at-table customer experience, where we saw a 20% increase in purchase value compared to bar orders. As we grew and added new digital revenue streams, it was imperative that we continued to deliver excellent customer experiences and we knew Dynatrace could provide the insights we needed.”
"As we added new digital revenue streams, it was imperative that we continued to deliver excellent customer experiences and we knew Dynatrace could provide the insights we needed."
“Dynatrace has helped Mitchells and Butlers complement its traditional bricks-and-mortar bar and restaurant company with a growing, innovative, digital business,” says Forrester. “As we have evolved, so has our use of the Dynatrace platform. By adding Grail, we have gained a profound level of insight into our business, enabling us to overcome challenges with ease, streamline our processes and meet our ambitious growth plans. All of this would have been a lot harder without Dynatrace.”
"Dynatrace has helped Mitchells and Butlers complement its traditional bricks-and-mortar bar and restaurant company with a growing, innovative, digital business."
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