Case Study: BT achieves 50% reduction in digital incidents and outage times with Dynatrace

BT calls on Dynatrace to optimize digital experiences and conversions

BT, the UK’s largest mobile and fixed broadband provider operating the BT, EE and Plusnet brands with nearly 30 million customers, needed deep, real-time visibility across a rapidly changing EE environment after integration and product expansion. The BT Digital team’s priority was to find and fix problems quickly to protect customer experience and conversion rates while maintaining availability and stability of critical services.

By deploying Dynatrace with zero configuration, BT gained automated, AI-driven insights and end-to-end observability that let teams pinpoint root causes fast and act proactively. The result: a 50% year‑on‑year reduction in digital incidents and outage times, clearer understanding of UX impacts on conversions (a one-second delay can drop conversions ~7%), and reduced operational pressure as teams scale and focus on improvement.

BT

Chris Deane

Senior Engineering Manager, Cloud Platform Services