In a world in which digital services are increasingly improved, brands need to communicate faster and faster with their customers, with chatbots running around the clock and with maximum efficiency. It was for this reason that Take, the leading Brazilian company in the global market for conversational solutions and chatbots, chose Dynatrace technology, a world reference in software intelligence.
With Dynatrace, Take seeks to identify fluctuations and unavailability very quickly, to the point of noticing a decrease in customer inquiries. “Our customers had the perception that we were unable to identify any type of problem before they did, or even before reaching the end consumers. Since the implementation, in early 2019, this has not happened. The tool instantly warns us if something is wrong, ”says Ademilson Corrêa, Take SRE and IT Governance Coordinator.
“With Dynatrace, Take increased the integration between the teams and this resulted in much more agile actions. Instead of wasting time looking for a failure, teams can now dedicate themselves to solving it, ”says Fernando Mellone, Senior Territory Manager at Dynatrace.
Before implementing Dynatrace, teams had to spend more time trying to find the cause and where the problem was. “Nowadays, the reality is different. The teams are fully integrated and able to work better together. Collaboration between areas enables innovation and brings visible and very positive results ”, adds Corrêa.
One of the benefits that Dynatrace brought to Take was to make decision making in the company more assertive, even in the midst of several complex environments, in order to more effectively promote the necessary improvements to customers. Take has gained performance in relation to the operation of its processes. In addition, the operationalization of systems monitoring added value to the services provided. “With Dynatrace we reduced the number of tools used, we were able to be smarter when analyzing the applications and we became less reactive in relation to the incidents” adds Corrêa.
Another advantage is the use of Dynatrace's open Artificial Intelligence (AI) mechanism, Davis, to monitor and perform analyzes that are humanly impossible. “Technology allows our employees to carry out increasingly analytical and strategic activities and tasks, thus giving room for innovation, new ideas and, above all, delivering better and better results,” says Corrêa.
To contribute to the better performance of the platform, Dynatrace also provides monthly consultancy to Take. “We have a professional at our disposal to answer any questions and help us with whatever is necessary,” says Corrêa. “We also offer Dynatrace One, which consists of a team focused on taking care of only the Customer Success, customer success. In other words, Take has all our support to get valuable tips that make a difference in the relationship with its customers. With that, our goal is to make digital service more and more complete, agile and flawless ”, concludes Mellone.
