How New Relic Drives a 10% Productivity Boost for Swiggy
What’s the common thread that binds your morning coffee from Swiggy and its calorie-tracking on HealthifyMe? Both are powered by New Relic’s observability platform. With over 30 million users, Swiggy relies on proactive alerts and real-time monitoring, resulting in a 10% boost in productivity. Meanwhile, HealthifyMe has reduced costs by 10% while doubling its traffic-handling capacity, thanks to a unified observability experience that accelerates innovation. These success stories highlight the power of intelligent observability, a boost for businesses striving to deliver flawless digital experiences. But how did they get here? New Relic has been at the forefront of innovation in the observability space. As the first cloud-based application performance monitoring (APM) solution, it redefined how businesses monitor and optimise their digital infrastructure. Over the past decade, it has expanded beyond APM, offering a comprehensive suite of tools designed to support diverse technology architectures. In 2019, it took the bold step of launching the industry’s first all-in-one observability platform. This unified data layer allowed enterprises to consolidate telemetry from applications, infrastructure and logs into a single cloud-based system. This move gave businesses a transparent pricing model, offering greater accessibility while setting a new standard for the industry. In an exclusive conversation with AIM, Manav Khurana, chief product officer at New Relic, said, “Recently, we introduced intelligent observability, redefining how businesses monitor their digital operations. Traditionally, engineers had to log in, analyse anomalies, and resolve issues manually using multiple tools. Now, our system proactively identifies incidents, pinpoints causes, and even initiates workflows to resolve them.” Human-in-the-loop validation ensures oversight for enterprises seeking automation without losing control while leveraging the power of AI-driven insights. This fusion of automation, insight, and human intervention is the future of observability. The Rise of Agentic Workflows From an observability standpoint, agentic workflows are absolutely critical and will gain momentum rapidly. Khurana mentioned that last month, they introduced four agentic workflows, one with GitHub, one with ServiceNow, and others with Google Gemini and Amazon Q. “What we’re doing is streamlining the actions users take after gaining insights from an observability platform. Instead of manually figuring out the next steps, we’re simplifying the entire workflow for them,” he said. For example, with the GitHub agentic integration, a developer working in VS Code can immediately understand the impact of their code in production, whether it’s positive, negative, or causing issues. If a problem arises, they can trigger workflows to resolve it directly from their IDE. Similarly, in ServiceNow, which many enterprises rely on, an IT professional using the agentic integration, combining the ServiceNow agent with the New Relic AI agent, can quickly diagnose customer issues, identify the right people to notify, and take action, all without leaving their screen. He further said, “I see this transformation happening rapidly. In fact, I believe agentic workflows represent the true value of AI, beyond just generative AI. While generative AI is useful for consumers, the real impact lies in AI agents working together within workflows to drive meaningful outcomes.” Story of Coffee, Calories and More Beyond Swiggy and HealthifyMe, some of India’s biggest brands rely on New Relic to optimise performance and minimise downtime. Big Basket has transformed its operations with the help of New Relic’s monitoring capabilities. By embracing real-time observability, the company ensures deliveries within 15-20 minutes, meeting the growing demand for rapid grocery fulfillment. This technological advantage has fueled an impressive 20% month-on-month growth, enabling Big Basket to expand from a single store to 200 locations in just three months. Additionally, the company has optimised its infrastructure, cutting costs by 35% while maintaining seamless service efficiency. Capillary Technologies has significantly improved its operational efficiency through New Relic’s integration. The company has slashed troubleshooting time by 80%, reducing incident resolution from one hour to just 10 minutes. This enhancement has led to a major improvement in system reliability, with uptime increasing from 99.5% to a near-perfect 99.9%. By streamlining issue detection and resolution, Capillary Technologies ensures a stable and uninterrupted experience for its users. Postman, a globally recognised API development platform, depends on New Relic to uphold industry-leading standards of reliability, availability, and software resiliency. With New Relic’s observability solutions, Postman has strengthened its ability to detect and address customer issues proactively, ensuring seamless operations and a consistently high-quality experience for developers worldwide. Khurana mentioned, “We recently conducted a global survey with 1,700 customers, revealing that businesses experience over 240 software incidents per year, leading to 70–75 hours of downtime annually. Even a single minute of downtime can translate into millions in lost revenue and irreversible reputational damage.” He noted that some of their customers have successfully reduced their annual downtime from 77 hours to just minutes using their observability solutions. A New Observability Challenge The rise of AI-powered software development is reshaping how applications are built, but also increasing the complexity of monitoring them. Khurana explained, “When I was in university, my final project was written in assembly language, 20 pages of code just to open a file. Then came C, C++, and Golang, each simplifying development. Today, AI is taking this even further. With just a few prompts, anyone can generate software.” While this innovation is exciting, AI-driven software introduces unpredictability, making observability even more critical. So, as businesses embrace AI, cloud computing, and mobile-first strategies, the need for real-time observability is more crucial than ever. Observability is no longer just about monitoring software, it’s about ensuring seamless digital experiences, preventing downtime, and driving business success in an increasingly software-driven world.
Meanwhile, HealthifyMe has reduced costs by 10% while doubling its traffic-handling capacity.
From an observability standpoint, agentic workflows are absolutely critical and will gain momentum rapidly.
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["AI", "ML", "generative AI", "agentic workflows", "Aim", "RAG", "cloud computing", "R", "Go", "C++"]
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