ABSTRACT: Agos, a leading Italian consumer finance company under Crédit Agricole, modernized its digital lending platform using Dynatrace’s AI-powered observability to align IT and business performance. The unified platform reduced log management costs by 50%, improved Net Promoter Score by 12 points, and increased digital signature adoption from 40% to 95%. By connecting technical metrics to customer experience, Agos achieved faster time-to-market and enhanced cloud efficiency. With Dynatrace and ServiceNow’s new collaboration, the company is poised to advance toward autonomous IT operations, turning real-time visibility into measurable business outcomes across digital services.
Agos, a leading Italian financial services company under Crédit Agricole, embarked on a significant digital transformation to modernize its lending platform, accelerate time-to-cash, and improve customer satisfaction across digital channels. With customer expectations rising and competition increasing, Agos turned to Dynatrace AI-powered observability as the foundation for ensuring performance, reliability, and cloud cost optimization across its digital ecosystem. This analysis is based on a discussion with Agos CIO Sergio Novelli and supported by additional independent research and industry insights.
By implementing Dynatrace, Agos gained real-time visibility across infrastructure, applications, and business processes. This allowed the company to move from reactive monitoring to proactive, AI-driven control of its digital lending platform. In our view, for Agos’s business model, this is critical and a competitive advantage.
Challenges Before Dynatrace: Lack of Visibility and Rising Cloud Costs
Before choosing Dynatrace, Agos faced common challenges seen across the financial services industry:
- Fragmented log management and observability tools increased operational complexity
- Cloud costs were rising without clear insight into application and infrastructure usage
- User complaints were not reflected in technical dashboards, creating a perception gap
- IT teams struggled to correlate performance issues with business outcomes such as loan processing times or customer drop-offs.
These challenges impacted customer experience, time-to-resolution during incidents, and operational costs.
Why Agos Selected Dynatrace as Its Observability Platform
Agos selected Dynatrace as its unified enterprise observability platform to modernize IT operations and improve customer experience.
Strategic benefits to Agos included:
- Consolidation of multiple tools into Dynatrace, reducing spend and complexity
- AI-driven observability for cloud optimization and improved time-to-market
- Business analytics integration, linking technical performance to digital loan completion, fraud checks, and partner engagement
- Unified dashboards for executives, updated daily with real-time performance KPIs
We see a business-first approach as critical to Agos, justifying transformation investments and accelerating organizational adoption.
Implementation: From Monitoring to AI-Powered Observability
Agos deployed Dynatrace across its core applications, digital channels, and infrastructure, integrating log analytics, application performance monitoring (APM), and user behavior analytics into a single intelligent observability layer. This took time and was done in phases. But once they started, it accelerated as they saw the results.
Key implementation highlights:
- Reduced log management costs by over 50%
- Built executive dashboards combining technical and customer metrics
- Enabled teams to proactively identify bottlenecks in the loan approval and digital signature process
- Applied Dynatrace Davis AI for predictive insights and faster incident prevention
Business Results: Measurable Impact on Customer Experience and Efficiency
The transformation delivered immediate, quantifiable value:
- Net Promoter Score increased by 12 points, which is huge and shows the value of CX
- Digital signature adoption rose from 40% to 95%, reducing friction and time-to-cash
- Cloud resource optimization increased efficiency while lowering the total cost of ownership
- Incident resolution time significantly improved, increasing team productivity and reducing downtime
This shift positioned observability as a revenue and efficiency enabler, not just an IT tool, but a tool to optimize and support the digital experience and overall CX for customers, measured on business-useful KPIs.
Where to Next
Agos is now moving toward self-healing and autonomous operations, and it plans to use Dynatrace’s AI capabilities to predict automatically and remediate performance issues.
Key areas of future focus include:
- AI-based incident prevention, which leads to the next section and announcement by Dynatrace
- Cloud resource forecasting and optimization
- Automated business service assurance
New Dynatrace and ServiceNow Collaboration
Dynatrace’s expanded strategic partnership with ServiceNow, announced October 27, 2025, is a significant development for organizations aiming for full-stack automation. This is where organizations like Argos are aiming as they move to AI-based incident prevention.
What this could mean for the future of observability and IT operations:
- Real-time observability data from Dynatrace will trigger automated workflows in ServiceNow
- Agentic AI will drive zero-touch operations and continuous optimization, based on workflows and processes that have been well defined and codified.
- Enterprises will be able to link observability insights directly to IT service management (ITSM) and business workflows
By combining the power of Dynatrace’s deterministic and generative AI with ServiceNow’s automation platform, enterprises could accelerate their journey towards a “Zero Outage,” AI-first operations.
Our ANGLE
Agos’s journey represents the journey many organizations are finding themselves on: observability must become a strategic business capability, essential to digital transformation, customer satisfaction, and operational resilience. We see that by adopting Dynatrace, Agos aligned IT with business outcomes, reduced costs, and empowered leadership with real-time digital performance intelligence. The critical piece was aligning and building on known KPIs with business value, and how moving from reactive to proactive could enhance the CX.
With the Dynatrace and ServiceNow partnership, organizations should be able to look beyond visibility to fully autonomous IT operations, which is the next frontier in digital business modernization.
Our take is that it is no longer good enough to just collect tons of metrics, logs, and traces without clearly understanding how those will contribute to better business outcomes, well beyond downtime. Looking at things such as NPS score and quicker time to revenue will be key to gaining actual value as digital and agentic transformations continue.
Feel free to reach out and stay connected to Rob through robs@siliconangle.com, read @realstrech on x.com, and comment on our LinkedIn posts.
Disclosure: TheCUBE is a paid media partner for Dynatrace, the sponsor of theCUBE’s event coverage, nor other sponsors have editorial control over content on theCUBE Research, theCUBE, or SiliconANGLE
