Dynatrace Case Studies BT Leverages Dynatrace to Enhance Digital Experiences and Boost Conversions

Edit This Case Study Record

	BT Leverages Dynatrace to Enhance Digital Experiences and Boost Conversions Dynatrace

BT Leverages Dynatrace to Enhance Digital Experiences and Boost Conversions

Dynatrace

Technology Category	Robots - Wheeled Robots Sensors - Temperature Sensors
Applicable Industries	Consumer Goods Telecommunications
Use Cases	Supply Chain Visibility
Challenge	BT, the UK's largest mobile and fixed broadband provider, faced significant challenges as it expanded its consumer division with the integration of EE. The drive to develop new mobile services for customers necessitated deep visibility into their constantly evolving IT environment. The BT Digital team was determined to rapidly identify and rectify problems, ensuring the availability and stability of crucial EE services. The challenge was to reduce outage times and digital incidents, which were impacting the customer experience and the EE brand's bottom line. A one-second impact on the customer could result in a 7% reduction in conversion rate, highlighting the critical need for efficient problem resolution and stable service delivery. Read More
About Customer	BT is the largest mobile and fixed broadband provider in the UK, with almost 30 million customers and more than 620 high street stores. It operates under the BT, EE, and Plusnet brands. The company has been expanding its consumer division with the integration of EE, and has been driving the development of new mobile services for customers. The BT Digital team is responsible for ensuring the availability and stability of these crucial services, and for maintaining deep visibility into their ever-changing IT environment. Read More
Solution	BT Digital turned to Dynatrace to optimize their digital experiences and conversions. Dynatrace was installed within moments, requiring zero configuration and manual intervention. This solution provided BT Digital with immediate insights into new areas of the EE environment that had previously been overlooked. As a result, BT Digital was able to reduce both outage times and digital incidents for the EE brand by 50% year-on-year. The insights provided by Dynatrace allowed BT Digital to communicate the importance of IT performance on the EE brand’s bottom line, enabling more informed, cross-functional decision-making. The solution also allowed the team to scale themselves, focus on being proactive, and sleep easier at night, knowing they had a robust tool to help them stay ahead of demand. Read More Log in to view content
Contents

Technology Category

Robots - Wheeled Robots

Sensors - Temperature Sensors

Applicable Industries

Consumer Goods

Telecommunications

Use Cases

Supply Chain Visibility

Challenge

BT, the UK's largest mobile and fixed broadband provider, faced significant challenges as it expanded its consumer division with the integration of EE. The drive to develop new mobile services for customers necessitated deep visibility into their constantly evolving IT environment. The BT Digital team was determined to rapidly identify and rectify problems, ensuring the availability and stability of crucial EE services. The challenge was to reduce outage times and digital incidents, which were impacting the customer experience and the EE brand's bottom line. A one-second impact on the customer could result in a 7% reduction in conversion rate, highlighting the critical need for efficient problem resolution and stable service delivery.

About Customer

BT is the largest mobile and fixed broadband provider in the UK, with almost 30 million customers and more than 620 high street stores. It operates under the BT, EE, and Plusnet brands. The company has been expanding its consumer division with the integration of EE, and has been driving the development of new mobile services for customers. The BT Digital team is responsible for ensuring the availability and stability of these crucial services, and for maintaining deep visibility into their ever-changing IT environment.

Solution

BT Digital turned to Dynatrace to optimize their digital experiences and conversions. Dynatrace was installed within moments, requiring zero configuration and manual intervention. This solution provided BT Digital with immediate insights into new areas of the EE environment that had previously been overlooked. As a result, BT Digital was able to reduce both outage times and digital incidents for the EE brand by 50% year-on-year. The insights provided by Dynatrace allowed BT Digital to communicate the importance of IT performance on the EE brand’s bottom line, enabling more informed, cross-functional decision-making. The solution also allowed the team to scale themselves, focus on being proactive, and sleep easier at night, knowing they had a robust tool to help them stay ahead of demand.

Impact #1	The implementation of Dynatrace has significantly improved BT's operational efficiency. The solution's AI insights have revealed how user experience impacts conversions, enabling the BT Digital team to make more informed decisions. The team now has deep visibility into their IT environment, allowing them to rapidly identify and fix problems. This has not only ensured the performance of their services but also allowed the team to scale and focus on proactive measures. The reduction in digital incidents and outage times has also eased the pressure on the team, allowing them to stay ahead of demand and sleep easier at night.

Impact #1

The implementation of Dynatrace has significantly improved BT's operational efficiency. The solution's AI insights have revealed how user experience impacts conversions, enabling the BT Digital team to make more informed decisions. The team now has deep visibility into their IT environment, allowing them to rapidly identify and fix problems. This has not only ensured the performance of their services but also allowed the team to scale and focus on proactive measures. The reduction in digital incidents and outage times has also eased the pressure on the team, allowing them to stay ahead of demand and sleep easier at night.

Benefit #1	50% reduction in outage times and digital incidents for the EE brand year-on-year
Benefit #2	Rapid installation of Dynatrace with zero configuration and manual intervention
Benefit #3	A one-second impact on the customer, which could mean a 7% reduction in conversion rate, was mitigated

Benefit #1

50% reduction in outage times and digital incidents for the EE brand year-on-year

Benefit #2

Rapid installation of Dynatrace with zero configuration and manual intervention

Benefit #3

A one-second impact on the customer, which could mean a 7% reduction in conversion rate, was mitigated

Download PDF Version

Overview

BT Leverages Dynatrace to Enhance Digital Experiences and Boost Conversions

Operational Impact

Quantitative Benefit