Global Processing, a digital financial services giant supporting major brands and responsible for over 2700 million transactions in 2023, has standardised its observability on the New Relic platform. Notably, it has utilised New Relic AI, the in-platform generative AI assistant for observability, to simplify onboarding, scale data correlation, and as a result, has reduced alert noise by 50% and improved its ability to counter IT outages by 30%.
As a leading digital payment solutions provider in South America, Global Processing services various sectors, including traditional banks, fintechs, neobanks, ecommerce and retail organisations. Strict adherence to compliance needs and maintaining the reliability of its platform are paramount to the company. Its highly manual procedure of collating data from four different dashboards and tools, which often led to alert fatigue, has been streamlined by New Relic, which allows for greater visibility of IT data. This mature observability practice paves the way for Global Processing to remove data silos, accelerate onboarding, and manage issues promptly. Consequently, the brand can prioritise innovation and enhance its platform, leading to an impressive customer experience and business growth.
Among the benefits observed through the implementation of New Relic are a 50% reduction in alert noise and a 30% improvement in the time to resolve incidents, aiding better focus on resolving issues than merely sifting through tickets and manually joining pieces of information. Moreover, New Relic AI facilitated a 10% faster onboarding process of the platform by making observability easy to use and accessible to all experience levels, enabling the engineering team with a plain language interface for rapid responses.
Speaking on the new adoption, Santiago Lator, Observability Team Lead at Global Processing, said, “One of the things I love about New Relic AI is that you can ask questions about your own telemetry and New Relic's documentation. We asked New Relic AI and it pretty much answered that for us. Before New Relic AI, it was trial and error. Tools like New Relic AI really help. With New Relic, anyone can immediately access information — that’s one of the greatest virtues of New Relic AI.”
Aside from New Relic AI, Global Processing also leverages several features from the New Relic's all-in-one platform. This includes application performance monitoring (APM), configured alerts across both APM and browser applications, log data alongside APM data to unearth the root cause of technical issues, and the infrastructure agent.