Case Study: Arriva achieves seamless digital journeys and higher online conversions with Dynatrace

Arriva improves digital journeys for customers and boosts online conversion rate

Arriva, a leading UK bus operator, needed to deliver seamless omnichannel digital experiences for ticketing and journey planning but found traditional monitoring tools couldn’t reveal real-user front-end issues. That lack of visibility made it difficult to identify and fix problems that were harming conversions as it accelerated a new app and website rollout.

By deploying Dynatrace Digital Experience Monitoring and partnering with its Business Insights team, Arriva gained real-time, actionable visibility into both front-end and back-end problems, quantified customer impact, and fixed root causes. The result was fewer user pain points, a shift from reactive to proactive optimization, stronger IT–business collaboration, and a dramatic uplift in conversions—including a 12,000% increase in one area.

Arriva

Dave Cain

Head of Digital Marketing