Case Study: Telkom Mobile achieves faster incident resolution and improved customer experience with AppDynamics

Telkom Correlates mEnd-User and App Performance with Business iQ

Telkom, a leading South African communications provider, needed deeper visibility into how application performance affected customer experience and revenue. With thousands of employees and customers relying on systems across field services, contact centres and retail stores, the CIO wanted transaction-level insights (per store and channel) to maintain consistent, flawless service and improve employee productivity.

Telkom deployed AppDynamics Business iQ to get real-time, end-to-end mapping and custom dashboards across 13 applications and 400 microservices. The solution identified critical issues within two days, slashed P1/2 incident MTTR from 13 hours to under one hour, improved omni-channel performance and productivity, and enabled faster, data-driven decisions and broader organizational buy-in.

Telkom Mobile

Wynand Beukes

IT Executive