As a lead solutions engineer, I frequently get to look behind the curtain to see how the world’s top organizations operate. I’ve had the privilege of working closely with one of the world’s largest entertainment conglomerates to help them scale and optimize the vast operations that power their guest experiences.
In the highly competitive world of global entertainment, delivering a flawless experience for millions of guests requires massive, behind-the-scenes orchestration. Operating a sprawling portfolio of business lines, this organization relies on workload automation to run everything from cloud-based, real-time inventory management to edge computing on remote travel assets. Their environment is incredibly fast-paced and operates continuously, processing tens of millions of automation executions every single month.
At this scale, automation isn’t just supporting the business—it is running the business. Here is an inside look at how they leverage Automic® Automation to orchestrate flawless customer experiences worldwide, and how a strategic transition to SaaS is helping them sustain their operational agility.
One of the most impressive ways this company uses automation is to enable hyper-personalized customer experiences. As visitors interact with the company's mobile apps, Automic routes massive volumes of opt-in, location-based data into enterprise data platforms.
This enables their marketing organization to trigger context-aware communications in real time. If a customer is standing near a specific location, automation processes the location data to instantly send a customized mobile offer for an event happening just steps away. It’s a level of experiential marketing that feels entirely organic to the customer, but requires millions of automated data executions working perfectly in the background.
The company’s operations extend far beyond traditional brick-and-mortar resorts. For their remote experiences and mobile travel assets—which frequently operate without reliable, high-speed internet—they must treat each location individually.
To achieve this, they run localized instances of Automic at the edge. These instances operate autonomously, processing daily point-of-sale reconciliations and tracking localized inventory, without needing a constant connection to the central mainframe. If a premium item is selling out while an asset is in transit, automated processes log the data locally. The moment the asset reaches its next major supply hub or regains connectivity, those tailored replenishment orders are pre-routed and waiting.
Across their entertainment complexes, automation provides the agility needed to respond to real-world variables. Automic jobs constantly query point-of-sale inventory. If there is a sudden demand spike for a specific beverage or merchandise item at one location, automated workflows immediately trigger logistics to shift supplies dynamically, ensuring uninterrupted service.
The same applies to complex lodging operations. If the reservation system detects a high-tier loyalty member checking in, or processes a last-minute room upgrade, automation instantly triggers backend tasks to prioritize housekeeping for those specific suites. It globally synchronizes dining and amenity reservations, providing on-site staff with exact, real-time capacity metrics to prevent overbooking and ensure premium service.
Pulling off this level of orchestration across 100,000 automation objects, hybrid public clouds, and on-premises data centers requires a unique organizational structure.
Rather than relying on a massive, bottlenecked central team, they utilize a distributed scheduling model. A small, highly skilled central automation team acts as a center of excellence (COE)—managing the platform, assisting with advanced scripting, and establishing best practices. From there, they empower roughly 1,000 defined automation users across various business units to build and manage their own schedules. Automic's flexibility—specifically its advanced REST agent capabilities—allows these distributed development teams to seamlessly integrate automation into their localized workflows.
Supporting tens of millions executions a month requires an infrastructure that never blinks. Historically, the customer managed six disparate, massive environments, which created immense administrative overhead. To future-proof their operations and reduce infrastructure costs, we recently partnered with them to transition this environment to Automic SaaS.
What are the benefits of transitioning to Automic SaaS for large-scale enterprise operations? The transition to SaaS was a strategic shift to enable the business to move faster. We successfully consolidated those six environments into just two streamlined instances (production and development). More importantly, for an entertainment business that operates at a global scale, 24/7/365, system downtime is simply not an option. They simply cannot afford a four-hour maintenance window when guests are relying on their digital infrastructure around the clock.
Introducing the customer to our zero-downtime upgrade (ZDU) capability was the ultimate enabler. ZDU eliminates traditional maintenance outages so they can ensure continuous availability. As a result, the organization can stay on the absolute latest version of the software without disrupting the guest experience. Furthermore, Automic SaaS successfully passed a stringent four-month internal security review, and our support teams worked closely to navigate complex network topologies and custom edge cases to ensure a seamless migration. (Be sure to review our earlier post to learn more about how Automic v26 delivers enhanced ZDU capabilities and a range of other features that help you establish an intelligent control plane for enterprise AI.)
Today, the customer is fully live on Automic SaaS, and the system is running flawlessly. With the heavy infrastructure lifting behind them, their central COE has officially shifted from "maintenance mode" to "innovation mode."
Operating on our secure SaaS platform has fully cleared them to begin evaluating Broadcom's integrated AI capabilities, while maintaining strict internal data governance. By utilizing features like natural language "text-to-workflow" generation to accelerate job design, AI-driven code completion for advanced scripting, and a context-aware generative AI assistant for rapid troubleshooting, they aim to further optimize their overall automation strategy. Through this secure, policy-bounded approach to enterprise AI, they are ensuring they continue to deliver unparalleled value back to the business—and unforgettable experiences to their guests.
Find out how Automic Automation can help your enterprise modernize workload automation.
ZDU eliminates traditional maintenance outages. This enables teams to ensure continuous system availability and flawless guest experiences, while allowing the business to stay on the latest software version.
The company runs localized instances of Automic that run autonomously. These instances process point-of-sale reconciliations and track inventory, without requiring constant access to the central mainframe.
They utilize a distributed scheduling model in which a small, centralized center of excellence manages the platform, while empowering roughly 1,000 distributed users across business units to build their own schedules.