Case Study: T-Systems achieves faster incident detection, 45% MTTR reduction and major call‑centre productivity gains with AppDynamics

European Service Provider T-Systems Chooses AppDynamics to Monitor Critical Customer Applications

T-Systems, a global ICT provider that manages mission-critical custom applications for customer call centres and online stores, struggled to ensure 24x7 availability and performance because it had no access to application code. Lacking code-level visibility made it hard to pinpoint bottlenecks, led to long investigations and frequent war-room sessions, and limited the team’s ability to improve customer-facing performance.

By deploying AppDynamics — a lightweight, low-overhead APM that installs in minutes — T-Systems gained real-time, code-level insight into production applications. The team cut mean time to repair by about 45%, eliminated costly database call inefficiencies in a call-centre app (yielding 102,180+ additional calls serviced per year), achieved roughly 4x annual ROI on call-centre productivity savings, and reduced incidents and late-night troubleshooting while improving customer experience.

T-Systems