Dynatrace powers Deutsche Telekom's customer experience

Deutsche Telekom, Europe’s largest telecommunications provider with €114 billion in revenue and 211,000 employees, is transforming itself into a software company to meet the demands of the “gigabit society”. This shift involves embracing software-defined networks, supporting IoT devices, and utilizing APIs to connect with partners. A key element of this transformation is a unified mobile app designed to deliver a seamless customer experience across all markets.

To build this app, Deutsche Telekom adopted a cloud-native architecture using microservices and APIs hosted on AWS and GCP. This approach offered greater flexibility and enabled the app to function consistently across different regions. However, this new environment also introduced complexities that required a sophisticated monitoring solution. The company needed a platform that could provide a single view of its observability and security data, leveraging AI to quickly identify the root causes of software issues.

By implementing Dynatrace, Deutsche Telekom gained a unified view of its IT landscape, enabling teams to resolve problems faster. The results speak for themselves. Deutsche Telekom has slashed the time taken to perform root cause analysis by 61%, reducing it from 3.3 hours to just one hour. Mean time to resolve issues has been reduced by 75% from four hours to just one, preventing service interruptions. Dynatrace is fostering collaboration across its IT, DevOps, and engineering teams, breaking down silos and promoting a more connected approach to problem-solving.

Value Results:

61% reduction in root cause analysis timeline.

75% faster issue resolution, protecting subscribers.

Improved team connectivity, breaking down silos.

Proactive issue resolution, preventing service interruptions.