New Relic’s mission to simplify today’s complex technological ecosystem with full stack observability

New Relic founded the APM category in 2008. The category later evolved into observability, and today New Relic is disrupting the industry once again with a powerful, yet simplified approach to managing the demands of modern business.

dmitri chen evp and general manager asia pacific and japan new relic 2020
New Relic

The pandemic has been devastating for everyone across the globe, but it’s done something interesting from a business perspective. It’s placed enterprises in two buckets: those that are at the forefront of the digital customer experience, and those that are not.

For businesses in bucket A, COVID-19 has actually accelerated their market share because they’ve invested significant time transforming themselves into a software-driven technology firm. But those in bucket B are facing some of the most difficult business decisions they’ve ever had to make.

Take Domino’s Pizza for example. They are essentially a technology company that sells pizza. They’ve gone through a massive transformation, disrupting their old business model by embedding customer experience into their product cycle. Over 70% of their transactions are online, with a significant proportion of employees at their headquarters now in software development or data analytics.

For businesses like Domino’s in bucket A, COVID-19 has given them a competitive edge. In contrast, businesses in bucket B haven’t adapted a digital-first strategy, and are now scrambling to figure out how to turn into a digital business in order to survive. 

Software IS the business

No matter which bucket your business falls into, software is how most organisations today service their customers, manage their supply chain, and are measured from a competitive standpoint. It’s also fast becoming the only ‘face’ of your business that customers see. As organisations start thinking about themselves as digital businesses, there are three attributes they tend to measure themselves against:

  1. Speed: How fast can they get new products, services and customer experience to market?
  2. Service: How will they service their customers 24/7 no matter where they are in the world?
  3. Scale: How do they scale to meet increasing global demand? 

The key element that drives these attributes is the focus on software development and the ability for engineering teams to move fast, fail quickly, and scale easily. Can firms achieve this agility if businesses are stuck in a data centre with legacy technology, silos of data, and an overall lack of business observability? I would argue not. This is where competitive gaps between businesses in their ability to transform into a digital firm become pretty clear.

Developers are a business’s most important asset

With this focus on software and digital transformation, the most important employee is quickly becoming the software developer. But how do your developers feel about working for you? Do they feel like you allow them to get out of the business of escalations and troubleshooting, and focus on building new code to drive the end user experience? 

New Relic commissioned a study that uncovered gaps between digital business leaders and laggards. Leaders said that observability around software is critical to development. They proactively capture feedback from customers, and build new products, services and experiences around it. They surface issues and opportunities from their systems, rather than from customer complaints, and integrate end user experience and software data into a single place. Laggards, on the other hand, sit on the opposite side of the spectrum. They are reactive, slow, and bogged down with legacy technology. Developers are a precious, and increasingly scarce resource. Who do you think they’d rather work for? 

The challenge of increased complexity 

Even as a digital-first company, the evolving nature of technology creates complexities around siloed data. If businesses want to be agile and deliver a level of scale, it’s extremely inefficient to operate across a set of tools that don’t talk to each other. How do you get a single version of the truth of your business performance when you have teams using different tools and operating across different silos of data? Businesses need a single source of truth to shift from a reactive to a proactive data-driven state. 

These increasingly complex ecosystems create a wealth of challenges. But what if your business could start from scratch today, and you could architect anything to make your customer’s experience as delightful (and painless) as possible?

We suspect you would architect an open platform to ingest all your telemetry data, and eliminate tools sprawl. You would design full stack observability across your expanding software ecosystem. You would make sure to instrument everything - to eliminate any blind spots - without it being cost prohibitive. Lastly, you’d apply machine learning to find data anomalies quickly, shifting the customer experience to one that’s proactive and data-driven.

Our reimagined New Relic One Platform does just that. And with our new perpetual free offering that includes full access to New Relic One, it’s never been more achievable for every developer to have world-class observability.

Copyright © 2020 IDG Communications, Inc.