Case Study: Capillary Technologies achieves seamless CX and instant observability for global retail customers with New Relic

Capillary Technologies relies on New Relic to drive seamless CX for global retail customers

Capillary Technologies is a global omnichannel loyalty and customer-engagement platform used by 400+ enterprise brands to manage loyalty programs and personalized customer journeys across 120K+ stores and 450+ million consumers. Rapid global expansion—multiple deployments, hundreds of servers and microservices—stressed legacy monitoring tools, creating inefficient workflows and limited visibility that threatened uptime and customer experience.

Capillary deployed New Relic One to consolidate observability, add custom telemetry, dashboards and alerting, and use distributed tracing and thread profiling for fast root-cause analysis. The result: troubleshooting times fell ~75–80% (from ~60 minutes to ~10), uptime improved from 99.5% to 99.9%, costly incidents were averted, a key customer campaign recovered and grew 5x, and overall customer confidence and NPS scores increased.

Capillary Technologies

Piyush Goel

SVP of Engineering