New Relic > Case Studies > Kmart's Digital Transformation: Achieving 99.9% Uptime with New Relic

Kmart's Digital Transformation: Achieving 99.9% Uptime with New Relic

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Technology Category
  • Application Infrastructure & Middleware - Event-Driven Application
  • Platform as a Service (PaaS) - Application Development Platforms
Applicable Industries
  • Cement
  • Retail
Applicable Functions
  • Procurement
  • Product Research & Development
Use Cases
  • Behavior & Emotion Tracking
  • Leakage & Flood Monitoring
Services
  • System Integration
About The Customer
Kmart is one of Australia's biggest and most-loved retailers, with a history spanning over 50 years. From its humble beginnings in 1969, Kmart has built a promise of an affordable lifestyle for its customers. Today, Kmart is known as a leading product development company, with more than 300 stores and over 44,000 employees throughout Australia and New Zealand. Kmart's scale and sourcing capabilities underpin its low-cost business model, which allows them to continually deliver the lowest prices. With 84% of Australians living within 10km of one of its stores, Kmart has a strong brick-and-mortar presence in a number of communities. However, they also continue to invest in their digital business, to help strengthen their market-leading and personalized omnichannel experience and deepen customer engagement.
The Challenge
Kmart, one of Australia's largest retailers, was facing a challenge in its digital transformation journey. Despite having a strong physical presence with 84% of Australians living within 10km of one of its stores, Kmart was keen on investing in its digital business to strengthen its market-leading and personalized omnichannel experience. The company was looking for ways to improve operational efficiencies and deliver greater value for customers by investing in data and technology. In 2020, Kmart commenced a re-platforming process, which included assessing existing infrastructure and systems and sourcing new solutions to support and facilitate its digital evolution. The main goal was to deliver peak performance across online and in-store point of sale (POS) systems, improve system resilience, and enhance customer experience. Additionally, Kmart wanted to improve visibility as the company did not have reliable data about how their website was being accessed, or the purchase journeys their customers were taking.
The Solution
To support its digital transformation, Kmart partnered with New Relic to roll out its all-in-one observability platform. This solution was implemented to deliver peak performance across its stack while ensuring a proactive understanding of both the application environment and the customer experience. Kmart leveraged New Relic application performance monitoring to identify anomalies, browser monitoring for full visibility into web page performance, synthetics monitoring to monitor and simulate user journeys, and Slack integration to deliver intelligent alerts. Kmart also used synthetics to test and prepare for major online events, such as the Christmas shopping period. New Relic also created dashboards to provide Kmart with the ability to track user behavior and stock movement. Using set metrics has given Kmart the ability to catch issues and identify emerging trends.
Operational Impact
  • The implementation of New Relic's all-in-one observability platform has resulted in significant operational improvements for Kmart. The solution has been deployed to support multiple peak online shopping events including Black Friday, Easter, and Christmas. Since adopting New Relic, Kmart has seen an improvement in developer productivity and established a Site Reliability Engineering function. This has created more time for the development team to focus on new features and products. The implementation of New Relic dashboards has also democratized data across the organization, which is now utilized across multiple teams – including the C-suite. Kmart’s adoption of New Relic continues to provide insights that will be used to support both future in-store and online growth.
Quantitative Benefit
  • Achieved 99.9% uptime over the past six months
  • Reduced Mean Time to Detection (MTTD) to 17 minutes
  • Reduced Mean Time to Resolution (MTTR) to under two hours

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