The latest partnership news from Dynatrace;
Dynatrace (NYSE: DT), the leading AI-powered observability platform, is working with CDL, a major UK insurtech provider, to drive its AI agent capabilities as the insurtech looks to go beyond core process automation and unlock new opportunities for customers to garner AI assistance when completing mid-term changes or taking out new policies.
As well as supporting CDL’s agentic AI vision, Dynatrace’s AI powered observability platform has created a single source of truth that gives CDL the visibility to track key customer experience metrics while also flagging and resolving software issues quickly and easily. As a result, CDL’s customer satisfaction score increased by 10%.
Chris Buckley, Head of Operations at CDL: “Dynatrace changed the game for CDL by simplifying a traditionally complex insurance ecosystem, allowing us to go from being reactive to proactively resolving issues before they impact our customers. With Dynatrace, we have a single source of truth that ultimately enables us to focus on the things that matter, helping our customers to deliver better insurance journeys for their own customers.”
In a crowded and competitive market, slow response times can lead to missed revenue opportunities for insurance providers. By offering full visibility into AI agent cost and performance, Dynatrace is enabling CDL to develop AI agents that will give customers new levels of speed and efficiency for managing insurance policies in seconds.
Matt Eisengruber, Head of Architecture at CDL, comments: “With the AI observability Dynatrace provides, we were able to accelerate our roadmap significantly. It eliminated the guesswork, allowing us to get our AI agents to market faster. We just needed to drop in the Dynatrace SDK and had instant visibility into Amazon Bedrock Agents. When it comes to large transformational changes like AI, Dynatrace is a critical enabler to rolling it out to the enterprise at scale.”
As CDL accelerates its agentic AI capabilities, Dynatrace has enabled CDL to achieve the following:
- Full control: Dynatrace’s support for OpenLLMetry gives CDL’s governance teams unparalleled insight, creating trust and transparency for regulatory and customer needs, as well as optimising the costs of LLM consumption. For example, with the AI Observability solution, CDL identified an outdated version of Anthropic was leading to token exhaustion, which it was able to solve easily by updating the model.
- Improved satisfaction: CDL uses Dynatrace to track key metrics such as Application Performance Index, which helps its teams to maintain visibility into the experience of its customers’ customers, to ensure that its services are delivering the best possible outcomes. As a result, CDL improved its customer satisfaction scores by 10%.
- Reduced costs: Dynatrace has enabled CDL to consolidate its previously fragmented tool chain to a single, unified platform. CDL has gone from 10 observability solutions to just one, driving a significant reduction in licensing costs as well as reducing the time it takes to onboard new team members from days to minutes.
- Faster resolution: Dynatrace allows CDL to combine metrics and traces in one platform, creating a single source of truth that its teams can use to get to the bottom of almost any issue quickly and easily. As a result, they can focus their efforts on resolving problems before users are impacted, delivering better insurance experiences to end customers.
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