Industry
A UK Software As A Service (SaaS) Provider
Modernizing large-scale event operations through an end-to-end management platform
Region
Divyal Technologies Pvt Ltd
Platform
End-To-End Development, Operations & Support
Engagement Model
End-To-End Development, Operations & Support
ClientOverview
The client is a UK-based event operations organisation responsible for delivering large public events. Their work involves coordinating traffic management, stewarding, and operational staff across multiple events, often running in parallel and under strict compliance and governance requirements.The organisation manages planning, staffing, approvals, and payments across internal teams and field staff, requiring accuracy, visibility, and reliability at scale.
The Challenge
As event scale increased, the client’s operations relied heavily on spreadsheets, email-based approvals, and disconnected mobile processes. This made it difficult to plan ahead, control costs, and maintain consistency across events.
This made it difficult for rail operators to respond quickly during disruption events, maintain consistent decision-making, and scale operations without significantly increasing cost and operational risk.
Key challenge:
- Manual tracking of staff availability with limited future visibility
- High risk of under- or over-staffing
- Slow and disputed expense and mileage claims
- No central view of training, compliance, or eligibility
- Limited auditability for financial and operational decisions
- Poor staff experience due to unclear workflows and delayed payments
Impact
Day-to-day operations required significant manual effort to keep events staffed and compliant. During busy periods, issues compounded, staffing gaps were identified late, claims processing slowed, and approvals became bottlenecks.As the number of concurrent events increased, the lack of a single operational system increased operational risk, administrative overhead, and pressure on delivery teams.
TheSolution
Divyal Technologies designed and delivered a unified Event Traffic & Operations Management System (EMS) to support the full event lifecycle from planning and costing to execution and post-event reconciliation.The platform centralised staffing, compliance, claims, and approvals into a single, role-based system with full auditability and mobile-first support for field staff.
Our Software Development Approach
The platform was built as a modular, scalable system with clear separation between planning, operations, finance, and field execution.
Key Components:
- Customer Claim Portal
A centralized planning module that allows teams to create event plans, generate quotes, and model operational costs before execution.
- Staffing Demand & Availability Dashboard
Provides real-time visibility into staffing requirements and workforce availability, enabling planners to allocate the right resources for each event.
- Mobile Workforce Application
A dedicated mobile app where staff can update availability, receive assignments, view schedules, and submit claims directly from the field.
- Expense & Mileage Management
Digitised workflows for submitting and approving expenses and mileage claims, ensuring faster processing and financial transparency.
- Training & Certification Enforcement
Built-in validation ensures that only staff with the required certifications or completed training can be assigned to specific roles.
- Audit & Compliance Tracking
Comprehensive audit trails across staffing decisions, operational costs, and claims to ensure accountability and simplify reporting.The system was designed to support multiple concurrent events, large staff volumes, and complex approval structures.
Implementation
The platform was rolled out incrementally to avoid disruption to live events. Divyal worked closely with planning, finance, and operations teams to align workflows, validate rules, and refine the system based on real operational usage.
Mobile workflows were intentionally kept simple to ensure adoption by non-technical field staff.
The Result
The deployment of automated application delivered immediate and measurable impact.
Key Components:
- Structured Operational Workflows
Manual planning and coordination were replaced with structured, system-driven workflows, significantly reducing day-to-day operational overhead.
- Improved Staffing Visibility
Operations teams gained clear forward visibility into staffing demand and availability, allowing risks to be identified and addressed earlier rather than during live events.
- Cost Reduction
Decreased the administrative cost per claim by approximately 60%
- Improved Accuracy
Eliminated human error in compensation calculations, ensuring passengers received the exact amount owed according to industry regulations.
- Improved Accuracy
Eliminated human error in compensation calculations, ensuring passengers received the exact amount owed according to industry regulations.
- Improved Accuracy
Eliminated human error in compensation calculations, ensuring passengers received the exact amount owed according to industry regulations.
Business Outcome & Next Steps
This case study demonstrates how Divyal Technologies helped rail operators transform Delay Repay from a fragmented, manual process into a scalable, resilient operational platform. By combining automation, clear workflows, and ongoing operational support, operators were able to reduce cost, improve reliability, and maintain regulatory confidence, even during peak disruption periods.
If your organisation is managing high-volume, regulation-driven operational processes and struggling to scale during peak demand, Divyal Technologies can help.
More CaseStudies
How UK Rail Operators Automated 70%+ of Delay Repay Claims
Divyal Technologies delivered and operates a scalable Delay Repay automation platform that helped UK Public Transport Industry process claims faster, reduce manual effort, and stay operational during peak disruption events.
Read full case study
Automated Admissions Lead Management for an EdTech Platform
Divyal Technologies delivered and continues to operate a scalable, AI-enabled lead management platform that strengthened the client’s core product. The platform enables the client to efficiently handle high volumes of student inquiries, automate lead qualification and personalized engagement, reduce operational effort, and provide real-time visibility into admissions performance across multiple institutions.
Read full case study