Case Study: Kroger achieves 99% reduction in support tickets with Dynatrace AI-assisted observability

Kroger achieves 99% reduction in support tickets with AI‑assistance from Dynatrace

Kroger, the largest U.S. supermarket chain with nearly 2,800 stores, underwent an aggressive digital transformation that created a hybrid multi‑cloud and on‑premises IT environment (Azure, GCP, and on‑prem). That increased dynamism and complexity led to monitoring blind spots, inconsistent troubleshooting across teams, and a pressing need for unified observability and faster, precise answers.

Kroger implemented Dynatrace’s single‑agent, AI‑driven observability to automatically instrument its entire stack and deliver full‑stack, code‑level insights. The platform eliminated multiple tools and false positives, created a single source of truth for cross‑team collaboration, and let teams focus on innovation—reducing support tickets after a new app launch from 700 to 7 per week (≈99% reduction) and significantly cutting war‑room calls.

Kroger

Jay Cotton

Performance Engineer Lead