Case Study: Zip Co achieves rapid incident resolution and increased uptime with New Relic Observability

Zip Co Fuels Growth with New Relic Observability Benefits

Zip Co is an Australian leader in buy-now-pay-later payments (founded 2013), serving nearly two million customers across more than 20,000 retailers. Rapid, unpredictable growth—exacerbated by COVID-driven spikes (96% YoY growth in Q1 2020 and a 30% jump in March)—meant Zip needed better visibility, alerting, and uptime across its infrastructure; its previous fragmented monitoring tools could not quickly pinpoint problems during high-traffic events like Cyber Weekend or Boxing Day.

Zip implemented New Relic as a single observability platform, quickly integrating it into CI/CD and Kubernetes/microservices workflows. The result: root-cause diagnosis shrank from ~30 minutes to minutes, AI-driven anomaly alerts reduced false positives, dashboards improved SLA tracking, and incidents during peak events (e.g., 850,000 transactions totalling $44M on Cyber Weekend) were identified and resolved rapidly—significantly reducing downtime and giving the engineering team greater confidence and control.

Zip Co

David Turner

Head of Engineering