Improving customer happiness at trainline with New Relic

Later this week, we’re excited to be hosting the second New Relic meet-up at our London offices, and we’ve been given the opportunity to talk about our experiences using their products. For those that don’t know, New Relic is a suite of monitoring products that we’ve been using to get near real-time monitoring of end-user, application and server performance, and we’ve been using it across our entire stack of products and services for more than a year.

Where did it all begin?

trainline has been an avid user of New Relic since we moved our main website (what you see at out of the legacy six-weekly platform release cycle over to continuous delivery. We are now able to deliver customer value more incrementally but to do so confidently we use continuous monitoring during our releases. New Relic was an enabler here.

Here at trainline, we operate a .NET/Windows stack, so we added a standard install of the New Relic .NET and server agents to our infrastructure automation, and that was good enough to get us going. Before New Relic, routine errors typically went unnoticed unless there were customer reports, but now, teams can spot any problems almost immediately and remediate appropriately – if that means switching back to an old version, assessing the impact and fixing – if not a critical part of the flow – or turning a feature off entirely.

The effect has been that we can easily use the error rate metric as a team key performance indicator (KPI), with top-rated errors (and stack traces/context) going straight into our backlog for prioritising and addressing. This has had a marked effect on the error rate for our main website, where we’ve dropped from 0.16% to less than 0.05%. We’re on the road to dropping this further still.

Trainline web error rates - New Relic

Where are we now?

New Relic is now a core part of our monitoring infrastructure. Development teams are using it to understand the runtime behaviour of their applications better (nothing beats production traffic). Other teams at trainline are interested in the different views that we can extract from New Relic Insights to ask questions that have real business value, including real-time transaction values and customer funnels. Which means we are more closely integrating with New Relic through their agent and Javascript APIs.

So, got you interested?

We’re full for this event but do sign up to the New Relic meetup group if you want to learn more about New Relic at future events. We’ll post a link to our slides after the event.


You may also like to read “Keeping New Relic new”.

One thought on “Improving customer happiness at trainline with New Relic

  1. Pingback: Keeping Up with What’s New From New Relic

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