Case Study: REI achieves up to 20% faster digital performance and 50% fewer production incidents with New Relic

How REI Extends Its Legendary Customer Experience to the Digital World

REI, the Seattle-based specialty retailer and consumer cooperative with 12,000+ employees and 16 million members, needed to deliver a consistent, fast digital customer experience across a wide portfolio of e-commerce, community and activity apps while moving to microservices and continuous deployment. The challenge was gaining full-stack visibility into performance and business metrics so developers could spot production issues quickly and prioritize work that drives customer experience and conversion.

REI implemented New Relic APM, Browser, Mobile and Insights to get end-to-end monitoring, service maps and more than 30 dashboards that connect site performance to business outcomes. The result: up to 20% faster site and app performance, a 50% reduction in production incidents even as deployments rose sharply, faster detection and recovery, and better alignment of performance improvements with revenue-driving metrics like order conversion and orders per hour.

REI

Julie Averill

CIO