Tokopedia's Observability Journey with New Relic

Tokopedia, Indonesia's leading e-commerce platform, faced the challenge of maintaining its market dominance in an intensely competitive landscape. With the Indonesian e-commerce market booming, ensuring a flawless customer experience became paramount. Tokopedia's complex ecosystem, reliant on various partners across payments, logistics, and warehousing, demanded enhanced visibility to identify and resolve technical issues swiftly, while gaining deeper insights into crucial business metrics.

To overcome these hurdles, Tokopedia sought a comprehensive observability solution that could consolidate its monitoring tools and scale with its rapid growth. After evaluating several options, New Relic's programmability capabilities stood out, offering the potential to achieve true end-to-end observability. New Relic worked closely with Tokopedia to ensure a seamless migration to the new platform, delivering immediate benefits, including deep application visibility, robust telemetry from the frontend, and a unified observability platform.

One of the key achievements was the creation of "The Map of Indonesia," a signature business dashboard focusing on Tokopedia's end-users. By incorporating custom event data, backend APM, and Core Web Vitals mapped to geographical points, Tokopedia gained unprecedented insights into user experience across the archipelago. This enabled them to quickly identify and mitigate issues, ensuring a smooth and reliable shopping experience for their customers.

The implementation of New Relic has not only improved Tokopedia's operational efficiency but has also empowered its developers and vendor-customers. Engineers can now set up custom dashboards to focus on performance engineering, analyze code quality, and identify bottlenecks. Vendor-customers can access a simple New Relic interface to trace customer touchpoints and identify the root causes of issues, leading to faster resolution and improved collaboration.

Value Results:

• Achieved end-to-end observability of the Tokopedia platform, particularly the mobile app.

• Reduced time to resolution for production issues, enhancing the responsiveness of platforms and the mobile app.

• Improved visibility into IT stack performance, enabling in-depth analysis of technical issues.

• Enabled more accurate alerting by setting alert intervals to the precise "magic number" required by Tokopedia.

• Empowered developers to focus on performance engineering and optimize code quality.