Case Study: Segment achieves faster issue resolution across 100+ integrations with Loggly

Loggly Helps Segment Efficiently Operate a SaaS Service with 100+ Touchpoints

Segment is a cloud platform that collects, stores, and routes customer data to hundreds of analytics and marketing tools, acting as a routing hub for 100+ web services and handling billions of API calls every month. That scale made operational issues hard to isolate: Segment’s earlier syslog and in-house ELK logging approaches lacked comprehensive indexing and fast, accessible insights, forcing slow, developer-heavy troubleshooting that distracted engineering from core product work.

Segment migrated to Loggly, adding a simple plugin, switching to JSON logs, and using Loggly’s indexing, UI, and API/CLI to make log data searchable and visual. As a result, support now resolves most customer issues without involving developers or DevOps, resolution times have dropped significantly, engineering resources stay focused on analytics, and the team is positioned to use logs proactively for monitoring and faster incident detection.

Segment

Calvin-French Owen

Chief Technology Officer/Co-Founder