With over 350 full-time staff and the number swelling to over 1,000 on match days, the operational scale of Leeds United Football Club is substantial. From point-of-sale systems to turnstiles and broadcasting, the range of devices in use is extensive. The implementation of Atera’s all-in-one platform powered by Action AI, ensures that its operations run smoothly while simultaneously driving down costs and keeping devices secure. As Graham Peck, the Information Security Manager at Leeds United, eloquently puts it, “There’s the typical football that happens out on the pitch and then there’s the SME side, which is like any other business.” This duality presents unique challenges and opportunities, especially in managing IT infrastructure and ensuring data security.

The challenge

The IT team at Leeds United faced significant challenges before adopting Atera, relying on manual processes and spreadsheets that caused inefficiencies. With six engineers managing support for over a thousand employees across the site, they struggled to handle numerous walk-in requests and email inquiries while striving for timely responses and high satisfaction rates. Their goal was to enhance service delivery without compromising cost efficiency or device security. However, budget limitations coupled with difficulties in recruitment and staff retention complicated their efforts further. Additionally, match days introduced unique obstacles as the team needed to provide support for both hospitality services and retail operations simultaneously.

The role of Atera in event management

Football clubs today function as small to medium enterprises (SMEs), juggling multiple departments such as marketing, IT, and accounts. This complexity is compounded during match days, where operations can become chaotic. The need for a robust IT framework to manage everything from ticket sales to user experiences is paramount. Event management in a football club involves more than just the game itself. It encompasses ticketing systems, crowd management, and security protocols. For instance, turnstile systems not only facilitate entry but also gather data that can be analyzed for crowd behavior and safety measures. In a world where data breaches and cyber threats are increasingly common, the importance of secure IT systems cannot be overstated.

Protecting sensitive information

Atera’s security features help Leeds United maintain compliance with data protection regulations while safeguarding against cyber threats.  Graham Peck emphasizes the need for a streamlined IT process, stating, “this proactive approach to threat management is crucial for ensuring that IT systems remain operational, especially during high-pressure situations like match days.” One of the standout features of Atera is its automation capabilities. Prior to Atera, the Leeds United IT team relied heavily on manual processes, including spreadsheets and emails. This led to constant disruptions and inefficiencies. According to Richard, the IT Team Leader, implementing Atera has not only increased productivity but also significantly improved response times to user queries. With Atera, the Leeds United IT team can monitor their systems in real-time, ensuring that potential issues are addressed before they escalate. The reporting capabilities allow managers to analyze department performance, identify recurring issues, and make data-driven decisions. This level of insight is invaluable, especially in a high-stakes environment like a football club.

The impact of AI and self-service solutions

As Zach, an IT Support Specialist at Leeds United, points out, “Using Atera’s AI is like having another team member.” The incorporation of AI has reduced ticket volumes by 25-35%, as users are empowered to resolve many issues independently. This self-service approach not only enhances user satisfaction but also frees up IT staff to focus on more complex tasks.

The automated knowledge base feature of Atera’s AI Copilot allows IT engineers to access solutions for common issues. This not only expedites ticket resolution but also fosters a culture of learning within the organization. By providing users with the tools they need to solve problems independently, the IT department can operate more efficiently.  Atera’s AI Copilot capabilities have proven invaluable in helping the IT team at Leeds United streamline operations. As Zach, an IT Support Specialist, explains,

This not only helps individual users resolve their issues more quickly but also provides valuable insights for the entire organization.

Enhancing productivity with automation

The automated patch management tool has had a massive impact on the business as there has been less tickets coming in saying the machine’s slow and users have found it a more reliable and efficient way of working. Richard Odle, the IT Service Desk Manager, emphasizes the importance of keeping staff members happy and ensuring timely responses to their needs.

With Atera’s automation features, the IT team can now focus on proactive work rather than reactive troubleshooting. Atera’s capabilities around ticket management and smart ticket forms, have significantly increased productivity within our team.