Deutsche Telekom IT enhances service with Dynatrace AI

Deutsche Telekom IT is now employing Dynatrace to optimise its digital services' performance to improve customer interactions.

Deutsche Telekom IT has prioritised enhancing customer experiences with the development of two applications: OneApp and OneShop. OneApp allows customers to manage various services such as data usage, contracts, and orders, while OneShop facilitates product purchases and provides customer support. Utilising Dynatrace's analytics and AI capabilities, Deutsche Telekom IT aims to gain better insights into its IT ecosystem to anticipate and resolve potential service issues.

During the UEFA EURO 2024 Championship, Deutsche Telekom IT extended unlimited data services through its OneApp to enhance fan engagement. The application saw an influx of over 2 million users, including approximately 600,000 new downloads. Dynatrace was instrumental in maintaining app stability and managing increased demand, improving app accessibility by more than 8% with over 5 million mobile services efficiently managed.

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

The collaboration between Deutsche Telekom IT and Dynatrace signifies a substantial step towards revolutionising digital interactions for its customers, ensuring they experience minimal service interruptions. This partnership not only aids in maintaining service continuity but also enables Deutsche Telekom IT to focus on future developments to further increase customer satisfaction levels.

Deutsche Telekom IT is a key subsidiary of Deutsche Telekom AG, an integrated telecommunications and information technology company. It specialises in providing innovative IT solutions and services that support Deutsche Telekom's global operations, enhancing efficiency, security, and customer experience. By leveraging advanced technologies, Deutsche Telekom IT aims to streamline processes, drive digital transformation, and deliver high-quality services to its customers.

Meanwhile, Dynatrace is a global player in software intelligence, providing a comprehensive platform for application performance management, infrastructure monitoring, and digital experience management. With AI-driven insights, Dynatrace helps organisations optimise their technology stack, ensuring seamless application performance and exceptional user experiences. The company's solutions enable businesses to gain real-time visibility into their operations, facilitating faster decision-making and driving operational efficiency across various industries.