Purplle targets 70 percent faster incident resolution with New Relic observability platform

Beauty and personal care platform Purplle is using New Relic's observability platform to improve customer experience, increase developer productivity and reduce incident resolution times by up to 70 percent.

The company has deployed New Relic's Digital Experience Monitoring (DEM) capabilities to gain better visibility into application performance and monitor business-critical metrics across its digital platforms.

Purplle expects the implementation to reduce incident resolution times by between 60 and 70 percent by enabling engineering teams to identify and address issues before they affect customers.

Prior to adopting New Relic, Purplle's engineering team relied on downstream signals from business and product stakeholders to detect platform issues.

The lack of direct visibility often delayed incident response and increased the time required to identify root causes.

With New Relic, developers and product managers now have access to unified dashboards that provide visibility into system performance and customer-facing issues.

According to the company, this allows teams to identify and resolve issues within five minutes, helping prevent service disruptions from impacting customers.

Improve developer productivity

Purplle is also using the platform to standardise observability practices across its engineering organisation.

The company is leveraging observability as code and DevOps Research and Assessment (DORA) metrics to improve operational efficiency and developer productivity.

As part of the initiative, Purplle expects to reduce manual firefighting activities by 20 percent.

The company believes this will allow engineering teams to spend more time on application modernisation initiatives and accelerate software release cycles.

Purplle’s vice president of engineering and security, Vivek Parihar, said faster issue resolution has enabled teams to focus more on improving customer experiences rather than troubleshooting platform problems.

He said the improved reliability is helping the company create better customer journeys and support business growth.

Purplle is also using New Relic's application performance monitoring, infrastructure monitoring and synthetics monitoring capabilities to prepare for high-traffic shopping events.

The company is using Real User Monitoring (RUM) to analyse customer interactions across the sales funnel and identify opportunities to improve conversions.

By combining operational visibility with customer behaviour insights, Purplle aims to improve overall application performance by 10 percent while maintaining a seamless experience for millions of monthly active users.

The company has migrated its observability stack to New Relic to eliminate fragmented visibility across monitoring environments.

This provides engineering teams with a consolidated view of applications, infrastructure and user experiences through a single platform.

Purplle said New Relic's consumption-based pricing model also provides greater visibility into observability spending, enabling individual business units to monitor usage and manage costs more effectively.

Looking ahead, the company is exploring New Relic AI capabilities and testing autonomous remediation workflows in staging environments.

These capabilities will help organisations identify and resolve issues in real time while extracting deeper insights from operational and telemetry data.

The company is using observability not only to improve platform reliability but also to strengthen customer experience and business performance.