Dynatrace supports move to autonomous cloud operations for SAP CX

SAP

Industry
Technology

About SAP

  • Market leader in enterprise application software
  • 77% of global revenue touches an SAP system
  • 413,000 organizations operate using SAP
  • SAP Customer Experience supports world class user experiences

 

 

New environment needed to help contain demand


SAP Customer Experience (SAP CX) is the market leader in providing front office cloud services for ecommerce, sales and marketing to thousands of customers globally.

The original SAP CX managed service was based on a traditional single tenant architecture being delivered from SAP data centers. With customer numbers growing month-on-month, the company decided it needed to move to a more scalable architecture that would enable it to deliver new features and functionality to users even faster. As a result, it developed a new cloud offering based on Kubernetes with containerized services running on public cloud infrastructure.

 

 

Customer growth fuels complexity


SAP had been using a traditional APM solution for its virtual machine-based managed service, which had led to a strong culture of performance management in the company. However, the growth in customers moving to the cloud and the inherent complexity of hybrid environments led SAP CX to look for a more sophisticated monitoring platform to support the demand for its services, simplify operations and eliminate performance blind spots. SAP CX adopted Dynatrace’s AI-powered software intelligence platform as it provides full stack monitoring across on-premise and cloud infrastructure, applications and platforms.

"Previously we had a range of monitoring services, with one team using their own preferred tool and another using something completely different. Dynatrace has removed this fragmented view, ensuring all teams have the same level of understanding and insights. Dynatrace sits at the core of our autonomous cloud operations, giving everyone the insights needed to help us manage a complex cloud environment and support customer growth," commented Reinhard Weber, Senior Product Manager, SAP CX.

SAP CX

Dynatrace is like a spider sitting in the middle of our operations web. It takes away all the white noise and provides real answers. Before, we had blind spots, but with Dynatrace we can see everything. The automation it provides gives us back time that we can invest into developing the features and services our customers expect.”
Reinhard Weber, Senior Product Manager, SAP CX

 

 

Life with Dynatrace


  • Fully automated installation – Dynatrace’s OneAgent approach meant it was very easy to install, rolling out to production over a single weekend and allowing SAP’s IT team to enjoy a beer and a barbeque rather than being tied to their desks.
  • AI-powered root cause reduces MTTR – Dynatrace has helped to decrease the human capital needed to support customers, with AI-driven root cause analysis helping to reduce mean-time-to-resolution by up to 50%.
  • Cloud operations become autonomous – Dynatrace is helping SAP CX to enable autonomous cloud operations, allowing the team to invest more time and resources into developing the features needed to meet customer expectations.
  • Customers can be onboarded faster – Automated deployment of Dynatrace has allowed SAP CX to reduce the time it takes to onboard customers by up to 50%.

"Dynatrace is like a spider sitting in the middle of our operations web. It takes away all the white noise and provides real answers. Before, we had blind spots, but with Dynatrace we can see everything. The automation it provides gives us back time that we can invest into developing the features and services our customers expect," concludes Reinhard.

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