New Relic, the Intelligent Observability company, announced an expanded multi-year agreement with Thailand’s largest commercial bank in terms of total assets, Bangkok Bank. Since 2020, Bangkok Bank has leveraged the fully-integrated New Relic platform, including its Digital Experience Monitoring (DEM) capabilities, to improve operational stability, support the rapid growth of its mobile app, and deliver uninterrupted digital customer experiences.

Under the new agreement, Bangkok Bank further expands its mobile monitoring capabilities by integrating advanced features, such as intelligent service monitoring dashboards and dynamic mapping. This provides Bangkok Bank with a comprehensive 360-degree view of its operations to proactively identify errors or latency, and enable faster troubleshooting before it affects users. With a rapidly growing mobile banking sector driving 93% of consumer transactions in Thailand, the expanded collaboration underscores Bangkok Bank's commitment to delivering innovative, reliable, and customer-focused digital banking services.

As part of its expanded capabilities, Bangkok Bank has leveraged New Relic’s AI-strengthened alerting capabilities to streamline and fine tune alert conditions across its teams with issue correlation and recommended alert conditions. By reducing false positives and prioritizing alerts based on urgency and potential impact, the bank has enhanced its ability to proactively address possible issues, ensuring that its service is uninterrupted across its entire customer base.

“Thailand's rapid digital adoption and government initiatives around instant payments have created a new climate of banking innovation,” said Bangkok Bank Senior Executive Vice President Ian Guy Gillard. “Our mobile banking app isn’t just a tool; it’s a daily essential for millions. This means we see intense transaction spikes throughout the month. With increased visibility created by New Relic, we can cut through the complexity to proactively manage these peak periods and ensure a seamless digital customer experience.”

“At Bangkok Bank, reliability is the foundation of customer trust, and New Relic empowers us to deliver exactly that,” continued Gillard. “By providing a single source of truth, New Relic enables us to monitor and understand customer journeys in real-time, act on issues before they escalate, and optimize performance during peak periods. Whether it’s pinpointing issues with other financial networks or coordinating efforts across internal teams, New Relic enables us to adopt a proactive, data-driven approach to decision-making, with the partnership enhancing both our team’s productivity and our ability to provide exceptional experiences for customers.”

Enhanced operational resilience and cost certainty

The multi-year agreement will see Bangkok Bank extend their use of New Relic’s Digital Experience Monitoring (DEM) capabilities such as mobile and browser monitoring, user journeys, crash analysis, and custom dashboards, along with fully-integrated Application Performance Monitoring (APM), infrastructure and Kubernetes monitoring for end-to-end insights. The partnership eliminates the inefficiencies of siloed monitoring systems, replacing them with a single, comprehensive, unified platform.

Key outcomes:

• Reduced downtime with proactive alerts: New Relic AI-strengthened alerting system has been instrumental in reducing downtime by providing precise insights and actionable recommendations. It issued several alerts in 2024 detailing impending service issues, with these proactive notifications enabling Bangkok Bank to address the identified issues before they became service incidents, saving many hours of potential downtime. This enabled Bangkok Bank to sit well under its annual service target of unplanned downtime set by Thailand’s central bank, and has reduced major incident recovery time by 70% on average.
• Improved executive visibility: Custom dashboards provide senior management with real-time insights into system health and business impact, enabling greater transparency and trust between leadership and technical teams.
• Enhanced customer experience: The New Relic fully-Integrated, AI-driven DEM solution  enables Bangkok Bank to monitor the full customer experience, identify areas for improvement, and optimize system performance at every step. This has contributed to a reduction in mean time between failure (MTBF) of more than 65%, and a 90% improvement in mean time to recovery (MTTR) in two years.

“New Relic has transformed how we operate by offering end-to-end visibility into our systems,” continued Gillard. “Instead of piecing together data from multiple tools, we now have a single source of truth, which allows us to analyse issues faster. This not only enhances our technical team productivity but also ensures that we are consistently delivering exceptional service to our customers.”

Leadership in the Thai mobile banking sector

As a pioneer in mobile banking, Bangkok Bank facilitates instant banking transactions across 13 currencies directly through its mobile platform, without relying on third-party payment rails. The unique model underscores the need for robust, scalable infrastructure and unparalleled visibility. The New Relic platform has proven instrumental in supporting Bangkok Bank’s mobile-first approach. It can manage capacity through uncovering active user numbers and forecasting the usage trend. The bank can also optimize performance while maintaining the seamless user experience expected by Thai consumers.

Bangkok Bank is also exploring New Relic’s broader AI capabilities to further enhance its operations. By testing and evaluating the technology, the bank aims to adopt cutting edge solutions that can anticipate and resolve problems before they arise, cementing them as a leader in the Thai banking industry.

“Bangkok Bank’s vision for digital modernization is inspiring, and we are proud to be their observability partner of choice,” said New Relic Chief Customer Officer Arnie Lopez. “We take pride in supporting their mission to deliver cutting-edge banking services while ensuring reliability and scalability. Together, we are setting new benchmarks for innovation in the Asian financial sector.”

To learn more about New Relic’s capabilities in observability and how they support organizations like Bangkok Bank, visit www.newrelic.com.