We’ve optimized performance for our customers while reducing the amount of manual work for our operations team, so we can grow the business without increasing our cost base.
A growing customer base
SAP is the world’s largest provider of enterprise application software. Its SAP Customer Experience (SAP CX) portfolio helps brands improve customer lifetime value and adapt to business needs with composable, industry-tailored solutions enabled by AI and enterprise data to support personalized engagement.
Over the past few years, thousands of customers across various industries have chosen SAP CX solutions. SAP customers generate trillions of dollars in revenue through CX platforms, so it’s imperative that their commerce sites and solutions consistently run at optimal performance. SAP is committed to not only delivering superior solution performance but also ensuring that its customers and its customers’ end users have the best possible digital experience. This commitment, which was critical to the growth of its CX business, had to be delivered while also helping ensure that the costs of cloud operations did not increase.
A proactive and automated approach to operations
To meet these needs, SAP wanted to achieve as close to zero downtime as possible for its customers. It decided to implement a new, more automated operating model driven by observability data to enable the business to grow rapidly without investing in additional resources. SAP also saw an opportunity to consolidate the 10 different monitoring tools it had in place. After evaluating the market, SAP found that Dynatrace’s unified observability platform best suited to its needs. Dynatrace offers AI-driven observability and precise root-cause analysis capabilities, two critical components for improving and automating operations.
“Data is the fuel for everything we do. Without the correct data and metrics, we can’t help our customers improve their businesses,” said Martin Norato Auer, vice president of CX observability and automation foundations at SAP. “With Dynatrace in place we were able to consolidate our monitoring approach so that everyone was looking at a single source of data. This enables close collaboration between the support people who are interacting with our customers, the operations team members who maintain the availability of the solutions they rely on, and the development teams who build them. As a result, we’ve optimized performance for our customers while reducing the amount of manual work for our operations team, so we can grow the business without increasing our cost base.”
Dynatrace has had a significant impact on peak seasons such as Black Friday. Previously, our senior leaders would have sleepless nights afraid of customer calls about outages. With Dynatrace, we can rest easy.
Life with Dynatrace
- Sustainable business growth: With Dynatrace, SAP can grow and help its customers to scale without increasing operational costs. The company now has predictable costs and can scale the business with the same amount of people to support more customers and product areas.
- Improved stability: SAP now has detailed insights into the root cause of a problem and can understand exactly how to solve an issue. Dynatrace’s full-stack observability has helped SAP to rapidly move toward its goal of zero downtime for customers. The company has reduced MTTD from three hours to within a minute, and it has reduced time to inform customers to within two minutes. The company has also reduced service-level agreement violations from 16% to just 0.1%.
- Improved customer experience: By transforming its cloud operations to a more proactive model and using AI-driven insights from granular observability data, SAP has reduced the number of performance incidents and their impact on customers. Over the past three years, the company has seen a 66% decrease in the number of service tickets, down from 1,500 to 500 per year. By transforming operations, SAP has been able to onboard and support more customers and is well positioned for future growth.
- Shared business intelligence: SAP customers can access data from Dynatrace, which gives them business intelligence that helps identify how they can improve their profitability by optimizing commerce experiences or making changes to shopping journeys. This drives additional ROI for SAP customers and enables a more collaborative relationship.
“Dynatrace is critical in understanding our customers’ environments and driving our mission to reduce downtime to zero,” continued Norato Auer. “We can now ensure that every team and our customers have a single source of data so that they can quickly understand why a service has gone down and how to resolve it with minimal impact. Dynatrace has had a significant impact on peak seasons such as Black Friday. Previously, our senior leaders would have sleepless nights afraid of customer calls about outages. With Dynatrace, we can rest easy.”
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