Dynatrace & Deutsche Telekom IT Enhance Customer Experience

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Deutsche Telekom IT improves customer services with Dynatrace
Deutsche Telekom IT leverages observability platform with Dynatrace to optimise digital services, improve app performance and boost customer satisfaction

In today's digital surge, telecommunications companies are at the forefront of technological innovation, striving to meet ever-increasing consumer demands for seamless connectivity and superior customer service.

Yet as the global telecommunications market becomes more competitive, providers are turning to advanced software solutions to enhance their digital offerings and maintain a competitive edge.

These solutions are desirable as they often incorporate AI and advanced analytics to improve service delivery and customer experience.

In this context, Deutsche Telekom IT, the central software provider for Deutsche Telekom, a leading integrated telecommunications company, has partnered with Dynatrace to optimise its digital services.

Dynatrace, a software intelligence company based in Massachusetts, provides a platform for observability and security in IT environments.

Deutsche Telekom IT has developed two key applications: OneApp and OneShop.

OneApp allows customers to manage various aspects of their accounts, including data consumption and invoices, whereas OneShop serves as an e-commerce platform for product purchases and customer support.

By utilising Dynatrace's analytics and AI capabilities, Deutsche Telekom IT gains insights into these applications and its broader IT ecosystem.

It also enables the company to anticipate and resolve potential service disruptions proactively.

Dynatrace and Deutsche Telekom IT improving customer experience

Dynatrace indicates that this partnership has resulted in uninterrupted service for six months and a 65% decrease in Mean Time to Resolution (MTTR), a metric used to measure the average time taken to repair a failed component or device.

Dynatrace also highlights a recent example of the partnership's success during the UEFA EURO 2024 Championship.

Mamta Bharti, Digital Platform Owner B2C at Deutsche Telekom IT

Mamta Bharti, Digital Platform Owner B2C at Deutsche Telekom IT, says: "We rely on Dynatrace to deliver frictionless digital experiences to our customers."

Deutsche Telekom IT offered unlimited data via OneApp, attracting over two million sign-ups and 600,000 new app users.

Dynatrace's platform helped manage this surge in demand, maintaining app stability and increasing accessibility by more than 8%.

Enhancing digital services

Dynatrace's observability platform has proven instrumental in Deutsche Telekom IT's efforts to enhance its digital services.

The platform provides real-time visibility into the performance of Deutsche Telekom IT's complex IT environment, enabling the company to effectively manage surges in user activity and swiftly resolve issues before they impact customer experience.

This approach was particularly evident during the UEFA EURO 2024 Championship, when Deutsche Telekom IT offered unlimited data via its OneApp.

The initiative attracted over two million users, with more than 600,000 new users downloading the app.

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Despite this significant influx, Dynatrace's platform allowed Deutsche Telekom IT to maintain app stability and even increase accessibility by more than 8%, reaching over five million mobile users.

The partnership has yielded impressive results, with Deutsche Telekom IT reporting uninterrupted service for six months and a remarkable 65% reduction in Mean Time to Resolution (MTTR).

This efficiency gain has also freed up valuable resources, allowing the company to shift its focus from troubleshooting to innovation.

Mamta concludes: "By focusing our efforts on pioneering advancements, we're able to significantly enhance customer satisfaction."

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