Case Study: TELUS cut mean time to resolution 45% with enterprise-wide Dynatrace observability
Key results
The challenge
TELUS, a Canadian telecommunications provider, wanted to extend its use of observability data to visualize what customers were experiencing across every sales channel in real time. That real-time view is especially important during high-traffic events such as Black Friday, where the company needed faster resolution when issues occur in customer journeys.
The solution
TELUS deployed Dynatrace as an enterprise-wide observability platform, building custom visualizations and dashboards that leveraged real user monitoring (RUM) metrics powered by Grail. Automation was applied to standardize onboarding and speed up deployment of the observability solution.
“Dynatrace helps us understand the journey, improve our code, and ensure the customer is satisfied. Ultimately, that's what we're in the business of.”
KGKulvir GahuniaDirector of the Site Reliability Office, TELUS
The results, in context
TELUS reduced mean time to resolution by 45% when issues occur in customer journeys and achieved a 30% reduction in onboarding time. Dynatrace automation cut deployment of the end-to-end observability solution from 600 minutes to just 20.