EDF partners with Dynatrace to enhance customer service

The UK branch of energy firm EDF has announced that it will be implementing Dynatrace’s observability and security platform to improve and ensure the performance, reliability, and security of its digital services.

The aim of the partnership is to digitally transform EDF’s customer-facing services, including billing and account queries, meter reading submissions, and online customer support engagements using Dynatrace’s AI-driven answer and automation capabilities.

EDF’s recent digital transformation initiatives include it bringing its software development back in-house and switching its computing workloads from mostly on-premises environments to multicloud and cloud-native architectures.

According to the announcement, Dynatrace’s platform combined with its AI capabilities will allow EDF to improve its cloud operations to better secure and deliver its customer experiences.

“Before deploying Dynatrace, we didn’t have much insight into the performance of our digital services,” said Steve Bowerman, principal software engineer a EDF.

“To innovate at speed while continuing to deliver the excellent standards of customer experience we aspire to, we realised we needed a more strategic approach to observability,” Bowerman added.

“We identified Dynatrace as the best solution because it enables us to bring all our data together on a single platform with precise answers and automation. This will transform the way our teams work by pointing towards where investing time in development work will deliver the greatest value to the business.”

Ultimately, partnering with Dynatrace will allow EDF’s in-house teams to make more informed decisions on how to build better services for customers.

“Dynatrace will put us in a stronger position to realise the benefits of bringing software development in-house. It has been a core catalyst and enabler for our software engineering maturity, which is shifting from DevOps to SRE, so we can build highly reliable, scalable services,” said Bowerman. “We can innovate faster and improve the digital services that enable our customers to interact with us in new and more convenient ways.”