Kroger Cuts Support Tickets by 99% and Accelerates Innovation with Dynatrace AIOps

Client

Kroger

Industry

Retail & E-Commerce

AI Tech Solution

Dynatrace AIOps, Full-Stack Observability, AI-Powered Root Cause Analysis, Automation

Solution Provider

Dynatrace

Challenge

Kroger’s hybrid, multicloud environment became increasingly complex following its digital transformation. Managing performance across Microsoft Azure, Google Cloud, and on-prem systems using 16 different agents created monitoring silos and delayed root cause analysis. Teams lacked a unified observability layer and spent too much time troubleshooting instead of innovating.

Solution

Kroger implemented Dynatrace’s AI-powered observability platform to automatically discover and instrument its entire cloud and on-prem stack using a single agent. Dynatrace provided a shared source of truth across teams, eliminated monitoring tool sprawl, and delivered real-time, code-level insights prioritized by business impact—accelerating issue resolution and collaboration.

Results

Reduced support tickets after new application launch from 700/week to 7/week in one month. Enabled cross-team collaboration via a single source of truth. Replaced 16 agents with one unified observability platform. Freed IT and engineering teams to focus on innovation instead of monitoring.
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