Auto & General Streamlines Experience with New Relic

Auto & General (A&G), a subsidiary of the international Budget Insurance group, is committed to providing smarter insurance solutions to over 9 million customers worldwide. With a significant presence in Australia, A&G recognizes the pivotal role of technology in delivering exceptional customer experiences. The company understood that optimizing the performance of its entire technology stack was crucial for enhancing digital interactions and driving business success.

Previously, identifying and resolving issues on A&G's website was a time-consuming and fragmented process, involving multiple teams and extensive log file analysis. Matthew Brunton, A&G’s general manager for online systems, highlighted the challenge of pinpointing the root cause of problems and achieving consensus among different teams. This reactive approach meant that issues were only addressed after they impacted customers, leading to potential dissatisfaction and lost revenue.

To proactively address these challenges, A&G sought a comprehensive monitoring solution. The New Relic Digital Intelligence Platform emerged as the ideal choice due to its rapid implementation and immediate results. Unlike other solutions that required weeks to set up, New Relic was up and running within a day, providing valuable insights into application performance. A&G now leverages New Relic APM 360 to ensure a seamless user experience across its critical applications, while New Relic Browser enables real-time monitoring of app performance across various web browsers. New Relic Infrastructure provides a unified view of the entire technology landscape, and New Relic Insights delivers easy-to-understand overviews of key metrics.

The implementation of New Relic has transformed A&G's operations, fostering a data-driven culture and improving collaboration between IT and business teams. Real-time performance metrics are displayed on screens throughout the offices, enabling teams to correlate application performance with tangible business outcomes. This newfound visibility has empowered A&G to make informed decisions about IT investments and optimize the customer journey, resulting in significant improvements in website performance, reduced errors, and increased sales. New Relic has not only streamlined A&G's operations but has also fostered a culture of continuous improvement and customer-centricity.

Value Results:

• Time Savings: Faster issue identification and resolution, reducing employee time spent on troubleshooting.

• Reduced Errors & Faster Load Times: Direct correlation to increased sales and improved customer satisfaction.

• Enhanced Customer Experience: Easier and more efficient interactions, leading to greater customer loyalty.

• Improved ROI: Data-backed justification for IT investments, demonstrating clear business impact.

• Cultural Transformation: Shared understanding of the importance of application performance across the organization.