Dynatrace Ensures Record-Breaking Weekend for Village Roadshow

Village Roadshow, a diverse entertainment company with operations spanning theme parks, cinemas, production, and film distribution, has been delivering cinematic experiences to Australian audiences since 1954. With over 5,000 employees and 700 cinema screens across 74 sites, their revenue relies heavily on ticket sales, especially during peak demand periods such as blockbuster releases. The company faced challenges with its online ticketing systems as customer behavior evolved, with online ticket purchases surging during these peak times. These surges, often exceeding a hundred times the typical traffic, disrupted their systems, risking customer experience and revenue.

Previously, Village Roadshow's fragmented monitoring approach hindered their ability to pinpoint the root causes of issues promptly. IT teams often resorted to resetting systems rather than implementing conclusive solutions, leading to recurrent problems and straining resources. With the highly anticipated "Barbenheimer" weekend approaching, Village Roadshow anticipated record-breaking demand. To avoid potential revenue-impacting outages, Village Roadshow partnered with Dynatrace.

By implementing Dynatrace's unified observability platform, Village Roadshow gained AI-powered insights and rapid root cause analysis. This enabled them to identify and resolve the underlying issues in their ticketing systems before the surge in customer demand. According to Michael Fagan, Chief Transformation Officer at Village Roadshow, Dynatrace improved their system and fixed problems they didn't even know they had, ultimately saving millions of dollars in revenue.

Value Results:

$5 Million Revenue Safeguarded: Dynatrace's precise insights allowed Village Roadshow to resolve critical ticketing system issues ahead of unprecedented demand, securing $5 million in revenue during the "Barbenheimer" weekend. Enhanced Operational Efficiency: Dynatrace's comprehensive view of the technology stack enabled Village Roadshow to address longstanding issues confidently and cost-effectively, avoiding unnecessary investments in new database solutions. Proactive Issue Resolution: With Dynatrace, Village Roadshow transitioned from a reactive to a proactive approach, identifying and resolving potential problems before they impact ticketing systems, optimizing customer journeys, and enhancing cinema experiences. Improved Team Morale: The precise insights from Dynatrace have saved countless hours of troubleshooting and triaging, eliminating the need for IT and operations teams to resolve issues during evenings, weekends, or holidays, significantly improving their morale.