Case Study: Medallia unifies observability and accelerates insights with Grafana

How Grafana unites Medallia's observability stack for faster, better insights

Medallia, a California-based company that helps businesses improve customer experience, needed a better way to manage observability as it scaled through rapid growth and acquisitions. Its engineering teams were working with fragmented tools for metrics, logs, and traces, creating a poor user experience and making it difficult to investigate issues efficiently. Grafana was chosen as the unifying observability layer, alongside Prometheus metrics, Grafana Loki logs, and Jaeger traces.

Grafana helped Medallia consolidate collection, storage, querying, and visualization into a single observability stack, giving the team one place to access data across environments and purposes. The solution reduced complexity behind the scenes and improved investigations, efficiency for developers and SREs, and decision-making for engineering leadership. Medallia now handles 250 million active time series metrics, 21 environments, more than 300 Prometheus instances, and 1.6 billion log lines read per hour with Grafana at the center of its observability platform.

Medallia

Anugrah Vijay

Senior Software Engineer