Case Study: New Relic achieves personalized engagement at scale with Tray.ai

New Relic grows multi-stage engagement with personalization at scale

New Relic, the software analytics platform, needed to personalize multi-channel messaging for more than 100,000 SMB and mid-market accounts across multiple personas and lifecycle stages. To do this at scale without diverting engineering resources from product development, the company turned to Tray.ai’s Tray Platform to connect customer data, CRM, warehouse, and messaging systems.

Tray.ai helped New Relic integrate Segment and Salesforce with Redshift and Intercom through automated workflows that synced and tagged customer data for personalized outreach. As a result, New Relic doubled open rates and increased click-through rates by 6x, while also using product-usage insights to identify churn risks and upsell opportunities across customer segments.

New Relic

Niels Fogt

Senior Director, Growth