Agos enhances reliability of digital credit services with Dynatrace

Agos helps over 9.4 million customers in Italy to achieve their dreams through personal loans, consumer finance, and credit cards. With 230 branches and partnerships across thousands points of sale, it is essential for Agos to deliver consistently reliable services and rapid credit decisions. To meet that need, the company accelerated its transition towards modern digital platforms.

As part of this journey, Agos is migrating services to the cloud, having selected Amazon Web Services (AWS) as its platform of choice. To maintain consistent service quality and control costs during the transformation, Agos needed real-time visibility into its digital services. It wanted to enable its teams to identify and resolve issues before customers were impacted and optimize inefficiencies as they emerge. To enable this, the company recognized that it needed end-to-end observability across its technology stack, from AWS to on-premise resources.

Agos had already adopted Dynatrace to enhance its digital signature process, a critical step in providing fast access to credit finance for customers. The impact was significant – digital signing success rates improved from 70% to 95%, while the journey completion time reduced from 42 seconds to just 16 seconds. Given these impressive outcomes, extending the use of Dynatrace across its entire technology stack was a natural next step. Agos saw that Dynatrace would be invaluable to its ability to deliver consistently reliable digital credit services.

“In the competitive landscape of consumer finance, it's crucial to always offer fast, accurate, and seamless interactions,” said Sergio Novelli, CIO at Agos. “When customers or retail partners encounter delays or issues, their trust diminishes, and we risk losing their business. That's why comprehensive observability is so critical. With real-time insights, we can swiftly pinpoint issues, address potential problems proactively, and continuously enhance our digital services. Ultimately, this allows us to maintain consistently high standards and deliver reliable experiences every single time.”

• Centralized log management: Previously, Agos had a fragmented approach to log management, using multiple tools which was complex and costly. With Dynatrace Grail, Agos reduced log management costs by 50% and streamlined incident resolution by empowering teams to quickly diagnose and address the cause of issues. Grail transforms log data into actionable business insights by linking technical and business metrics together, which can then be used to build robust dashboards. These dashboards help Agos’s teams to significantly enhance the effectiveness and responsiveness of its digital services.
• Enhanced collaboration: The unified observability from Dynatrace gives Agos's IT, operations, and business teams a shared, real-time understanding of customer experience and systems performance. This eliminates silos between IT and business teams, which enables faster, more collaborative responses to emerging issues. As a result, Agos’s Net Promoter Score has risen by 12 points from 2021 to 2025.
• Proactive regulatory compliance: Agos plans to use Dynatrace to address critical incident reporting requirements of the EU’s DORA regulation, including impact tracking, geographical distribution, and duration. Dynatrace will also help Agos to quickly provide all the information to demonstrate that it is resilient and compliant.
• Driving sustainability efforts: Sustainability is a key priority for Agos. With IT operations accounting for 30% of its carbon footprint, Dynatrace will play a pivotal role in monitoring and analyzing the relationship between cloud resource consumption and emissions in the future. This will help Agos to reduce consumption and lower its carbon footprint, in support of its broader sustainability goals.

“Dynatrace helps us provide better and faster experiences to our customers, significantly improving the reliability of our services,” continued Novelli. “For me, one clear indicator is the dramatic reduction in the number of messages I receive about system issues. Previously, I would get complaints every couple of days, but now my phone is noticeably quieter. This reduction in alerts underscores how effectively Dynatrace allows us to proactively manage potential problems, ensuring consistently high-quality digital experiences.”