Deutsche Telekom IT Revolutionizes Digital Experiences with Dynatrace

Rhea-AI Summary

Dynatrace announced that Deutsche Telekom IT, the central software provider for Deutsche Telekom, is using Dynatrace to optimize its digital services performance. Deutsche Telekom IT developed two critical applications: OneApp for customer data management and OneShop for e-commerce. By leveraging Dynatrace's advanced analytics and AI, Deutsche Telekom IT gains insights into these applications and its entire IT ecosystem, proactively addressing potential disruptions.

The partnership has resulted in uninterrupted service for six months and a 65% decrease in Mean Time to Resolution (MTTR). During the UEFA EURO 2024 Championship, Deutsche Telekom IT offered unlimited data via OneApp, attracting over 2 million users and 600,000 new app downloads. Dynatrace helped manage this surge, maintaining app stability and increasing accessibility by more than 8%, with over 5 million mobile services now managed.

Positive

• Uninterrupted service for six months
• 65% decrease in Mean Time to Resolution (MTTR)
• Over 2 million users signed up for unlimited data offer during UEFA EURO 2024
• 600,000 new OneApp downloads during the event
• 8% increase in app accessibility
• Over 5 million mobile services now managed through OneApp

Negative

• None.

Insights

Technology Analyst

Deutsche Telekom IT's adoption of Dynatrace for optimizing digital services marks a significant advancement in telecom customer experience. The implementation has yielded impressive results, including six months of uninterrupted service and a 65% reduction in Mean Time to Resolution (MTTR). This level of performance enhancement directly translates to improved customer satisfaction and operational efficiency. The successful handling of the UEFA EURO 2024 Championship promotion, managing over 2 million new sign-ups and 600,000 new app users without disruption, demonstrates the platform's scalability and reliability under high-demand scenarios. This capability is important for telecom providers facing increasing digital service demands. The 8% increase in app accessibility, now managing over 5 million mobile services, indicates substantial growth potential and improved market penetration for Deutsche Telekom's digital offerings.

Customer Experience Specialist

The implementation of Dynatrace by Deutsche Telekom IT represents a paradigm shift in customer experience for the telecom industry. By enabling proactive issue resolution and maintaining service stability, even during high-traffic events like the UEFA EURO 2024 Championship, Deutsche Telekom is setting a new standard for customer service in the digital age. The OneApp and OneShop platforms exemplify a customer-centric approach, offering comprehensive self-service options that align with modern consumer expectations for immediacy and convenience. The ability to manage data consumption, contracts, invoices and purchases through a single, reliable platform significantly enhances customer satisfaction and loyalty. This move towards digital transformation not only streamlines operations but also positions Deutsche Telekom as an innovative leader in the telecom sector, potentially attracting new customers and retaining existing ones through superior digital experiences.

End-to-end observability and security enables the central software provider of leading digital telco Deutsche Telekom to optimize performance and elevate customer satisfaction

WALTHAM, Mass.--(BUSINESS WIRE)-- Dynatrace (NYSE: DT) today announced that Deutsche Telekom IT, the central software provider of leading integrated telecommunications company Deutsche Telekom, uses Dynatrace to optimize the performance of its digital services to deliver streamlined and personalized experiences for customers.

Deutsche Telekom IT is committed to building an ecosystem of digital services that revolutionize customer interactions. To support this, it developed two critical applications: OneApp, which empowers customers to manage their data consumption, contracts, invoices, credit, orders, and more, and OneShop, a central e-commerce platform that simplifies product purchases and provides seamless customer support. By harnessing the advanced analytics and AI capabilities from Dynatrace, Deutsche Telekom IT gains critical insights into these applications, as well as its entire IT ecosystem, to proactively anticipate and resolve potential disruptions to its digital services. These insights help teams ensure a consistently smooth and positive experience for customers.

“We rely on Dynatrace to deliver frictionless digital experiences to our customers,” said Mamta Bharti, Digital Platform Owner B2C, Deutsche Telekom IT. “Today’s consumers expect seamless connectivity and immediate customer service. With Dynatrace, we’ve achieved uninterrupted service for the past six months, and our Mean Time to Resolution (MTTR) has significantly decreased by 65%. This efficiency gain means downtime is no longer a concern for our customers and we have more time to dedicate to innovation. By focusing our efforts on pioneering advancements, we’re able to significantly enhance customer satisfaction.”

Recently, during the UEFA EURO 2024 Championship, Deutsche Telekom IT elevated the fan experience by offering unlimited data via its OneApp. Over 2 million users signed up for the initiative, and there was a surge in OneApp downloads, with over 600,000 new users joining the app’s already robust community of millions of users. Dynatrace helped ensure Deutsche Telekom IT could gain instant visibility into the performance of its comprehensive IT environment, enabling its teams to effectively manage the influx of new users. This proactive approach allowed for swift issue resolution, preventing any customer impact, despite the rise in demand and activity. As a result, app stability was maintained and reinforced, providing a seamless user experience and broadening the app’s accessibility by more than 8% with over 5 million mobile services managed.

Mamta Bharti, Digital Platform Owner B2C, Deutsche Telekom IT, will be speaking at Dynatrace Innovate EMEA 2024 on October 9 at 2:50 pm GMT+2. Register for the event here to join virtually: Dynatrace.com/innovate/emea.

About Dynatrace
Dynatrace (NYSE: DT) exists to make the world’s software work perfectly. Our end-to-end platform combines broad and deep observability and continuous runtime application security with Davis^® hypermodal AI to provide answers and intelligent automation from data at an enormous scale. This enables innovators to modernize and automate cloud operations, deliver software faster and more securely, and ensure flawless digital experiences. That’s why the world’s largest organizations trust the Dynatrace^® platform to accelerate digital transformation.

Curious to see how you can simplify your cloud and maximize the impact of your digital teams? Let us show you. Sign up for a 15-day Dynatrace trial.

To learn more about how Dynatrace can help your business, visit www.dynatrace.com, visit our blog and follow us on Twitter @dynatrace.

About Deutsche Telekom IT
Deutsche Telekom IT (DT IT) is the Group’s IT company of choice, which delivers high-value digital products, maintains the stability of all IT systems while driving digital transformation through decoupling, cloudification, and automation across the Group. DT IT operates in six countries—Germany, Hungary, Slovakia, Greece, Spain, and India—and employs nearly 10,000 people, representing cutting-edge engineering expertise. DT IT is an independent limited company, led by Peter Leukert, Group CIO.

View source version on businesswire.com: https://www.businesswire.com/news/home/20241008443220/en/

Investor Contact:

Noelle Faris

VP, Investor Relations

Noelle.Faris@dynatrace.com

Media Relations:

Dynatrace PR Team

pr-team@dynatrace.com

Source: Dynatrace

FAQ

How has Dynatrace (DT) improved Deutsche Telekom IT's service performance?

Dynatrace has helped Deutsche Telekom IT achieve uninterrupted service for six months and reduce Mean Time to Resolution (MTTR) by 65%, leading to improved customer satisfaction and more time for innovation.

What was the impact of Dynatrace (DT) during the UEFA EURO 2024 Championship for Deutsche Telekom IT?

Dynatrace helped Deutsche Telekom IT manage a surge of over 2 million users signing up for unlimited data and 600,000 new OneApp downloads, maintaining app stability and increasing accessibility by more than 8%.

What are the key applications developed by Deutsche Telekom IT using Dynatrace (DT)?

Deutsche Telekom IT developed two critical applications using Dynatrace: OneApp for customer data management and OneShop, a central e-commerce platform for product purchases and customer support.

How many mobile services are now managed through Deutsche Telekom IT's OneApp using Dynatrace (DT)?

Over 5 million mobile services are now managed through Deutsche Telekom IT's OneApp, which is optimized using Dynatrace's advanced analytics and AI capabilities.