BT calls on Dynatrace to optimize digital experiences and conversions

Since deploying Dynatrace, we genuinely sleep easier at night.

Chris Deane

Senior Engineering Manager, Cloud Platform Services, BT

About BT

UK’s largest mobile and fixed broadband provider
Almost 30 million customers
More than 620 high street stores
Operates BT, EE, and Plusnet brands

Industry

Telecommunications

Story Snapshot

Faster time to value: Continuous automation eliminates manual effort
Optimized experiences: Digital incidents and outage times reduced by 50%
Better outcomes: AI insights reveal how UX impacts conversions
Reducing pressure: AI-assistance helps teams stay ahead of demand

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Challenges

Customer experience is everything in the consumer mobile market. As BT expanded its consumer division with the integration of EE, and the drive to develop new mobile services for customers took off in recent years, the BT Digital team were determined to make sure they had deep visibility into their always-changing IT environment. Being able to find and fix problems rapidly, and ensure the availability and stability of crucial EE services is paramount.

Since deploying Dynatrace, we genuinely sleep easier at night – we have less callouts, because we’re on the front foot.

Chris Deane

Senior Engineering Manager, Cloud Platform Services, BT

Why Dynatrace

BT Digital reduced both outage times and digital incidents for the EE brand by 50% year-on-year, as a result of being able to pinpoint the root-cause of problems rapidly.
BT Digital is using Dynatrace insights to communicate the importance of IT performance on the EE brand’s bottom line. A one second impact on the customer can mean a 7% reduction in conversion rate. This level of visibility and precise information allows BT Digital teams to make more informed decisions together, cross functionally.
Within moments, Dynatrace was installed with zero configuration and manual intervention. The BT Digital team felt like they immediately had a thousand new data analysts on their team, able to see into new areas of the EE environment that they had never previously looked at. This has allowed them to not only ensure that performance is sound, but it allows the team to scale themselves and focus on being proactive, as well as “sleep easier at night”.