Case Study: Tokopedia achieves end-to-end observability with New Relic

Tokopedia achieves end-to-end observability to maintain e-commerce pole position

Tokopedia, Indonesia’s leading e-commerce platform, needed better visibility across a fast-growing, increasingly complex stack spanning payments, logistics, warehousing, and multiple partner systems. As its business expanded, Tokopedia struggled to tell whether latency and service issues were caused by internal systems, partners, or specific devices, and its separate monitoring tools made it hard to connect technical performance to business outcomes. Tokopedia selected New Relic for its programmability and observability capabilities, including New Relic APM and frontend telemetry.

New Relic worked with Tokopedia to migrate to a unified observability platform that gave engineers end-to-end visibility into application performance, business metrics, and user experience. Tokopedia built custom dashboards like “The Map of Indonesia” and quickly gained the ability to spot revenue leakage, identify transaction shortfalls, and pinpoint root causes within minutes. With New Relic, Tokopedia improved alert accuracy, reduced troubleshooting time, and gained better insight into issues such as payment drops and registration failures, helping protect customer experience and support business growth.

Tokopedia

Ryan de Melo

Vice President of Engineering