Case Study: Braze achieves 90% reduction in email processing time and unified observability with Datadog

Ensuring a Highly Available and Highly Scalable Platform

Braze is a cloud-based customer engagement platform used by billions of end users and serving hundreds of customers while rapidly scaling its engineering organization. As traffic and headcount grew, Braze faced fragmented observability tooling across teams, difficulty forecasting capacity and diagnosing performance issues, and frequent escalations of customer tickets to engineering that increased mean time to resolution and strained support resources.

To address this, Braze adopted Datadog as a unified observability platform, standardizing dashboards and monitors across eight product teams and giving Customer Success and Support direct access with Slack and PagerDuty integrations. The change enabled faster triage and forecasting, reduced email-rendering processing time by 90%, lowered MTTR, improved SLA adherence, and allowed support teams to resolve most client issues without engineering escalation.

Braze

Jamie Doheny

Chief of Staff