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Thailand’s largest commercial bank, Bangkok Bank, has strengthened its mobile banking ecosystem through an expanded multi-year agreement with New Relic, the Intelligent Observability company. By leveraging New Relic’s fully-integrated platform, including Digital Experience Monitoring (DEM), the bank has achieved a 90% improvement in uptime and reduced incident recovery time by 70%, ensuring reliable and seamless digital experiences for millions of customers.
Bangkok Bank partners with New Relic to enhance mobile banking reliability.
New Relic’s observability platform improves uptime by 90%.
Incident recovery time reduced by 70% with proactive alerts.
Digital Experience Monitoring optimizes customer journeys in real-time.
Custom dashboards provide executives with system health insights.
Partnership supports Thailand’s growing mobile banking sector.
Since 2020, Bangkok Bank has utilized New Relic’s observability platform to support the rapid growth of its mobile banking app, which handles 93% of consumer transactions in Thailand. The new agreement introduces advanced features like intelligent service monitoring dashboards and dynamic mapping, enabling the bank to manage high transaction volumes effectively. This ensures operational stability and supports Thailand’s digital banking surge driven by government initiatives for instant payments.
New Relic’s alerting system has been pivotal in 2024, issuing proactive notifications to address potential service issues before they escalate. This has helped Bangkok Bank stay well below the central bank’s annual unplanned downtime targets. “At Bangkok Bank, reliability is the foundation of customer trust, and New Relic empowers us to deliver exactly that,” said Senior Executive Vice President Ian Guy Gillard. The platform’s real-time insights have reduced major incident recovery time by 70% and improved mean time between failure (MTBF) by over 65%.
The partnership eliminates inefficiencies of siloed monitoring systems by integrating Application Performance Monitoring (APM), infrastructure, Kubernetes monitoring, and user journey analytics into a single platform. This unified approach provides Bangkok Bank with end-to-end visibility, enabling faster issue analysis and resolution. “New Relic has transformed how we operate by offering end-to-end visibility into our systems,” Gillard noted, emphasizing improved technical team productivity and customer service consistency.
Custom dashboards offer senior management real-time insights into system health, fostering transparency between leadership and technical teams. By monitoring customer journeys, New Relic helps Bangkok Bank identify and optimize performance bottlenecks, enhancing the overall digital experience. “Bangkok Bank’s vision for digital modernization is inspiring, and we are proud to be their observability partner of choice,” said New Relic Chief Customer Officer Arnie Lopez.
Bangkok Bank’s collaboration with New Relic sets a benchmark for digital banking innovation in Asia. By prioritizing reliability and customer experience, the bank continues to lead Thailand’s mobile banking landscape, delivering cutting-edge services with unmatched operational resilience.
The New Relic Intelligent Observability Platform helps businesses eliminate interruptions in digital experiences. New Relic is the only AI-driven platform to unify and pair telemetry data to provide clarity over your entire digital estate. We move your problem solving past proactive to predictive by processing the right data at the right time to maximize value and control costs. That’s why businesses around the world—including Adidas Runtastic, American Red Cross, Domino’s, GoTo Group, Ryanair, Swiggy, Topgolf, and William Hill—run on New Relic to drive innovation, improve reliability, and deliver exceptional customer experiences to fuel growth.
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