Case Study: Costa Coffee achieves proactive performance visibility and SLA compliance with New Relic

Costa Coffee Brews Up Great Performance with Software Analytics from New Relic

Costa Coffee, the U.K.-founded chain with thousands of stores and a growing global footprint, relied on a seven-person IT operations team to keep critical back-office systems (ERP, CRM) and the corporate website running to strict SLAs. The team lacked detailed performance visibility—only knowing about outages or major incidents, not the causes of CPU spikes, processing bottlenecks, or poor page-load experiences.

Costa implemented New Relic APM, Browser, Insights and Synthetics to gain real-time and historical application and user-experience data. The solution revealed bottlenecks and contention, enabled browser-specific website optimizations, improved SLA reporting, and let the team proactively resolve issues and plan for future growth (including plans to share dashboards company-wide).

Costa Coffee

Keith Patterson

IT Operations Manager