Swisscom Builds Trust Through Quality Service With Splunk AppDynamics

End-to-end insights deliver 100% quality

Replacing siloed systems with AppDynamics, Swisscom gained an end-to-end view of its services, network, database, and processes. It eliminated barriers to its omnichannel vision. Starting with improved visibility into data and performance, its agile teams were inspired to collaborate and share insights across workgroups.

“We previously had limited insight into our performance, which meant inefficiencies crept into our processes and bled over into the customer experience. With AppDynamics, we now have a global picture of our performance across every team and project through the task force, which leads to more informed decision-making and a higher standard of service across channels,” says de Simone.

Equally important for de Simone was the ability to benchmark and set accountability for the more than 550 team members and developers who are working on the Large Solution. By making application performance visible, Swisscom ensured every team knows what’s on their plate and understands how their efforts fit into the big picture.

Using AppDynamics to share insights

Swisscom complemented its technology transformation with a change in mindset: a greater focus on collaboration and the open exchange of insights. Its microservices team, DevOps engineers, and infrastructure team use AppDynamics to share insights and enhance each other’s performance, rather than just their own.

“My task force brings together developers, database teams, and hundreds of other employees under an agile framework. Communication is at the heart of making that structure work,” says de Simone. “AppDynamics has not only made each team more accountable, but they are also more invested in what happens outside their agile teams, which is a big cultural shift.”

The combination of AppDynamics and a more proactive approach to application management helped Swisscom spot performance issues in record time. Where it previously took hours to pinpoint issues, the company can now address them almost instantly. This advantage has proven particularly valuable for the common understanding of performance between Swisscom’s database and network cloud team.

“It’s been a revelation to see all the ways in which we can cut inefficiencies and improve the way we work,” says Swisscom product owner, Pranjal Pandey. “We can quickly spot and address bottlenecks at the source. For instance, if 90% of the performance issues we catch in AppDynamics occur in the database, we simply focus our efforts there.”