Case Study: SAP Customer Experience (SAP CX) achieves 60% reduction in MTTR with Dynatrace

Dynatrace supports move to autonomous cloud operations for SAP CX

SAP Customer Experience (SAP CX), a market leader in front‑office cloud services for ecommerce, sales and marketing, faced growing complexity as customer demand outpaced its traditional single‑tenant, VM‑based managed service. Moving to a cloud‑native, Kubernetes platform across public clouds created thousands of clusters and tenants, exposing gaps in observability and operational automation that their legacy APM could not handle.

By adopting Dynatrace, SAP CX gained automatic full‑stack observability across on‑premises and cloud environments, AI‑driven root‑cause analysis and automated operations. The platform cut mean time to resolution by up to 60%, enabled autonomous cloud operations and faster feature delivery, and was rolled out quickly with an automated OneAgent install.

SAP

Reinhard Weber

Senior Product Manager