Improves app store ratings by 35%
With Elastic, the company resolved critical user issues and increased its App Store rating by 35%.
War room size cut by 83%
With Elastic, the company’s war room size was cut by 83%, from 60 to 10 FTEs per incident.
60% reduction in mean time to resolution (MTTR)
The company reduced MTTR and incidents by 60% in just one year with Elastic.
Telecommunications provider expands into payments, banking, and streaming while reducing MTTR and incidents with Elastic Observability
In today's digital world, customers expect uninterrupted, high-quality services, whether they're streaming, browsing, or messaging friends. One telecommunications company, which serves more than 90 million customers with mobile, internet, and TV packages, is one of the largest telecommunications providers in Brazil. To meet growing customer expectations for fast, uninterrupted service, the company relies on Elastic Observability at the heart of its technology stack.
Customization and cost efficiency
The director of infrastructure and cloud at the company, is responsible for its observability strategy. When he joined in 2022, the business was using Dynatrace to monitor just a small portion of applications. “With Dynatrace we risked creating blind spots,” says the director. “We needed a comprehensive alternative for full visibility, faster issue detection, and better system reliability.”
After evaluating multiple solutions, the director and his team selected Elastic Observability in 2023 for the fundamental aspects of observability, which were previously absent for the majority of their applications. Elastic would help with advanced customizations that enable the business to quickly integrate its legacy systems and those of newly acquired businesses.
Additionally, the company's observability strategy is based on OpenTelemetry which is fast becoming the dominant observability telemetry standard in cloud-native applications. Elastic has long been a proponent of open standards, including contribution to and ongoing collaboration on multiple OpenTelemetry projects to drive increased adoption of OpenTelemetry across the industry. These shared values enhanced the director's confidence in the decision to partner with Elastic.
Elastic also stood out for its scalability. Today, the platform monitors 5,000 hosts and oversees 2,300 services, generating approximately 1,500 actionable alerts per month, while filtering out false positives.
"Elastic Observability offers significant cost advantages. With the same investment, it covers 80% of our systems compared to just 5% with Dynatrace. We’ve experienced over $8.8M in annual business value, including $5M in platform cost savings and $3.8M in operational efficiency gains with Elastic."
Elevating the customer experience
Elastic Observability is central to the customer experience on the company's digital platforms. It monitors the online store, tracking errors and issues such as payment system failures. It also supports the portal that customers use to manage their accounts, enabling the resolution team to pinpoint and even predict issues before they have an impact.
Customer satisfaction scores reflect these improvements implemented through the company's SRE strategy. Between 2022 and 2023, the company’s rating on the App Store and Google Play rose by 35%. The company’s ecommerce platform saw similar gains. With full observability across its frontend and backend for frontend (BFF) systems, customer experience scores improved significantly in the past six months.
Boosting operational efficiency
Since deploying Elastic Observability, the company has experienced a 470% increase in the productivity of its "war room," which aims to address potential system issues before they impact business operations. In the past year, the company also achieved a 60% reduction in mean time to resolution (MTTR) and a 60% decrease in overall incidents.
Elastic also supports the company's ambitious expansion strategy. While primarily a telecommunications provider, the company is growing into new sectors, including payments, streaming, and banking. When acquiring businesses with minimal documentation, Elastic's APM, log collection, and infrastructure metrics help the company understand and integrate new systems efficiently.
Dedicated support for faster issue resolution
The presence of Elastic Consulting accelerated the migration process from AWS and Google Cloud to Elastic Cloud on Microsoft Azure and the Elastic Designated Support Engineer (DSE) transformed the company’s support process. Previously, resolving issues required submitting tickets that passed through multiple layers of IT service management. With the DSE, the company receives direct, immediate assistance. "Our Elastic DSE actively participates in our Zoom calls, working alongside us to resolve problems," says the director. "This hands-on approach significantly accelerated the deployment of innovative observability features."
Ready for an AI-driven observability future
Looking ahead, the company is developing an observability pipeline within Elastic, ensuring seamless integration of future monitoring and troubleshooting tools. "This initiative positions Elastic as the central engine for data correlation and analysis," says the director. "There's little, if anything, on the market that can achieve the same level of integration and scalability as Elastic."
The company is also exploring AI-driven automation and is integrating foundation models with Elastic and other IT monitoring tools to develop an AI agent capable of analyzing incidents, identifying root causes, and recommending solutions. If an incident occurs, an engineer could query the AI agent about the problem, and it would provide relevant information from across applications and systems.
AI also has the potential to enhance customer interactions. Rather than navigating multiple screens, customers will be able to request invoices or manage services via an AI-powered chat or voice interface.
