As customer demand for video streaming services continues to skyrocket, one thing is clear for broadcasters, content owners, and TV operators trying to capture and retain market share in this highly competitive space: success depends on the customer experience. While content is king, it takes the right technology and expertise to deliver that content with the level of quality, features, performance, and reliability that consumers want and expect.
Accedo is a video solutions provider that helps customers deliver premium video experiences. Through a combination of specialist services and sophisticated products, the company has worked with more than 400 companies around the globe to build and grow impactful video services that remain competitive over time. Accedo operates 16 offices globally and employs more than 500 people. Founded in 2004, its clients include global organisations such as HBO, CNN, Deutsche Telekom, Telefónica, Showtime, Tata Sky, and TVNZ.
Accedo works with companies at every stage of the video business journey, helping its customers with everything from strategy and conception through to delivery, day-to-day management, and post-launch optimisation.
Fulfilling Client Demand For Managed Services
While Accedo has garnered accolades for its Accedo One SaaS platform, it’s the company’s long standing expertise and deep understanding of the video service ecosystem that makes it such a trusted and valuable partner for driving user engagement and monetisation. When clients began requesting that the company host their video applications, Accedo embraced the opportunity to deepen its partnership with them and create a new recurring revenue stream.
‘We started with a large client in India, who asked us to manage their deployment of 10 to 20 million live streams at each of their events’, says Steven Kopec, Head of Service Management at Accedo. ‘From that first client, we set out to build an operational organisation to manage our clients’ video services with the goal of making the infrastructure fully available, observable, and secure.’
Four years later, Accedo boasts a global DevOps team, operating around the clock and focused on availability, scalability, reliability, as well as the ability to react quickly to customisation and adaptation requirements for the software—all of which require full-stack observability.
Gaining observability in the cloud
Accedo hosts its clients’ video services in the cloud. ‘The cloud lets us take advantage of new technologies and scale up immediately’, says Kopec. ‘Many of our clients come to us with very aggressive timelines for getting a product to market. The cloud enables us to move at the pace our clients require.’
While the cloud was an obvious choice for infrastructure, the new DevOps team initially struggled with figuring out how to monitor, manage, and scale the cloud environment for its clients’ applications. ‘We started looking at how we can observe what's going on within the software’, says Kopec. ‘We needed to understand how the software is performing, how each of the components of the solution are performing, and what we need to do to improve reliability and availability.’
The DevOps team chose New Relic for end-to-end observability, to help identify and pre-empt potential bottlenecks, and deliver the availability, scalability, and reliability clients expect for their hosted video services. Moving to New Relic One to centralise and unify its telemetry data enabled Accedo to retire three tools and eliminate the complexities of managing multiple tools.
Identifying issues before clients and their customers are impacted
With the New Relic observability platform, the DevOps team can visualise, analyse, and troubleshoot issues quickly to resolve them before they degrade or impact the viewer experience for Accedo’s clients.
‘The goal is to see a potential issue, fix it, and then let the client know we’ve taken care of it before they know anything happened’, says Kopec. ‘With New Relic One in our tool stack, we can make sure that we’re providing reliability, stability, availability, and security for our clients, from the end-user application all the way to the backend infrastructure in the cloud. We can observe everything about the end-user experience.’