End-to-end observability provides deep insights into user behavior for British Columbia Lottery Corporation

The British Columbia Lottery Corporation (BCLC) has prioritized end-to-end observability to enhance user experience and operational efficiency in its gambling services, which include lottery, casino, and sports betting. By partnering with Dynatrace since 2021, BCLC has transformed from a reactive organization relying on players to report issues, to a proactive entity with a comprehensive monitoring system that provides real-time insights into both frontend and backend operations. This change has enabled BCLC to improve customer and employee experiences by offering a more reliable service and gaining a detailed understanding of user behavior and system performance. The collaboration with Dynatrace Business Insights has facilitated automated real user monitoring, allowing BCLC to make data-driven decisions and optimize their digital environment. The company aims to integrate this observability across its lottery and physical casino operations, promoting a unified monitoring approach with designated Dynatrace champions within each team.