Kissht is one of India’s most respected digital lending platforms. Founded in 2015 and headquartered in Mumbai, technology drives every aspect of the business. With over 15 million customers, Kissht offers instant personal and business loans via its mobile app. This makes system performance and reliability critical to creating customer trust and a positive user experience. In the high-stakes fintech environment, where real-time credit decisions and EMI repayments directly impact customer trust and revenue, Kissht recognised from day one that proactive observability and monitoring were a strategic priority.
Since integrating New Relic in 2024, Kissht has reduced mean time to resolution (MTTR) from hours to minutes, lowered P95 API latency by over 20%, and achieved a 20–25% reduction in total observability costs. Additionally, it has reduced mean time to detect (MTTD) from hours to minutes. With unified visibility across 800+ entities, the team can now detect and resolve issues faster, prevent outages, and maintain uptime to ensure a seamless and reliable experience for millions of customers.
From fragmented monitoring to unified observability
Operating more than 200 microservices across GoLang, Python, PHP, and containerised workloads in ECS and Kubernetes, Kissht faced challenges with fragmented tools, siloed debugging, and limited visibility into system performance. This slowed root cause analysis, delayed issue resolution, and made it difficult to proactively prevent outages.
Since adopting New Relic, debugging sessions have been replaced with collaborative, blameless troubleshooting, improved incident resolution, and reduced friction between teams. New Relic’s unified dashboards aggregate metrics and traces in a single view, allowing engineers to quickly correlate spikes, failures, and infrastructure health. This ensures a shared understanding of system performance across teams. Since partnering with New Relic, alert fatigue has decreased by more than 30%. By combining metrics, traces, and logs in one platform, Kissht has accelerated incident response, optimised service performance, and strengthened reliability for millions of customers.
“Within days of instrumenting all our services with New Relic APM and distributed tracing, we were able to identify critical bottlenecks. The visibility was far superior to what we had before. Now teams use New Relic as a single source of truth,” said Sandeep Kadam, Chief Technology Officer.
Accelerating developer productivity with real-time insights
With New Relic, Kissht has transformed the way its engineering teams work, turning observability into a core driver of developer productivity. Complex service dependencies that were once vague are now fully visualised, giving both engineers and business stakeholders clarity into end-to-end flows. Developers receive instant feedback during deployments, enabling them to identify poorly performing code and fix it immediately in production. Observability has become integral to release monitoring, with real-time dashboards tracking performance, error spikes, and user impact.
Engineers can now self-serve insights without relying on SREs or platform teams, dramatically reducing bottlenecks and accelerating root cause analysis. This shift to New Relic has also improved alert accuracy and reduced incident escalation, translating into lower operational burn, particularly during late-night or peak events. Post-deployment validation through dashboards ensures that suboptimal releases are spotted before impacting customers, improving release confidence.
Since integrating New Relic, Kissht’s uptime has improved by approximately 2% during peak periods, and P95 API latencies have dropped by more than 20%. This has empowered Kissht’s teams to move faster and collaborate more effectively.
Additionally, the business has reduced its MTTD from hours to minutes. Such a dramatic improvement in detecting issues has enabled the business to minimise service disruptions while growing customer trust; enabling Kissht to deliver a seamless, reliable experience for its customers.
Optimising observability costs from day one
Kissht realised immediate value during its proof of concept with New Relic. The integration was quick and seamless, allowing the team to instrument all 800+ entities with New Relic APM and distributed tracing. Within days, engineers saw tangible outcomes. By the end of the first week, New Relic was deployed across all backend services, delivering actionable insights that enabled faster issue resolution and performance optimisation.
Since partnering with New Relic, Kissht has achieved an estimated 25% reduction in total observability costs, but beyond the savings on tools, it has reduced dependency on specialised teams for incident investigation, has lowered operational overheads and accelerated root cause analysis; enabling the company to optimise costs and engineering efficiency while maintaining high system reliability.
“Partnering with New Relic has delivered cost and efficiency savings across multiple dimensions of our observability and monitoring strategy at Kissht. These savings span not just tooling costs, but also developer time, infrastructure overhead, and operational effort,” added Sandeep Kadam.
“Within days of instrumenting all our services with New Relic APM and distributed tracing, we were able to identify critical bottlenecks. The visibility was far superior to what we had before. Now teams use New Relic as a single source of truth."
