Amaysim gains end-to-end visibility with New Relic

amaysim, Australia's fourth-largest telecommunications company, disrupted the industry by prioritizing simplicity and challenging traditional pricing models. With a focus on online interactions and customer satisfaction, amaysim rapidly grew to one million customers, competing with major players like Vodafone and Optus. As they expanded into fixed-line broadband and energy services, amaysim recognized the need for enhanced visibility into their increasingly complex technology environment.

To maintain scalability and flawless customer journeys, amaysim has always automated customer support, onboarding, and billing, minimizing manual processes. However, the growing range of code and reliance on third-party services created potential risks. amaysim needed a solution to isolate errors, manage partner performance, and ensure end-to-end visibility across its technology stack.

To address these challenges, amaysim implemented the New Relic platform. Starting with a small implementation on servers supporting its website, amaysim quickly expanded its use of New Relic APM to isolate issues. Impressed by the range of information provided, the IT Operations department adopted the full New Relic platform to track infrastructure performance, applications, and webpages, with dashboard tools providing immediate access to key reporting data. New Relic enabled amaysim to resolve issues faster, manage partner performance, and proactively address customer experience concerns.

The implementation of New Relic yielded significant benefits for amaysim:

• Time Savings: Reduced the need for large operational teams to resolve issues, with most instances now solved by one or two people using New Relic dashboards.

• Improved Customer Experience: Increased uptime and a greater emphasis on the online and mobile app experience.

• Better Partner Management: Enhanced ability to monitor and manage the performance of third-party services.

• Proactive Problem Solving: The goal is to identify problems before customers are impacted.

• Data-Driven Insights: Potential to leverage historical data for business-wide efficiencies and opportunities.