BT Leverages Dynatrace to Enhance Digital Experiences and Boost Conversions
Technology Category
- Robots - Wheeled Robots
- Sensors - Temperature Sensors
Applicable Industries
- Consumer Goods
- Telecommunications
Use Cases
- Supply Chain Visibility
About The 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.
The 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.
The 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.
Operational Impact
Quantitative Benefit
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