Remember the last time you took your car in for service? Chances are good that the dealership you visited relies on Infomedia’s software-as-a-service (SaaS) solutions to streamline and automate sales and management of parts and services. Leading automakers including Chrysler, Ford, GM, Honda, Kia, Lexus, Nissan, Toyota, Volvo, and many others rely on Infomedia software to sell billions of dollars in parts and services every year.
Founded in 1987, Infomedia serves 170,000 users representing 39 global automaker brands in 186 countries around the world. Unlike many other SaaS providers, Infomedia isn’t focused on delivering one main product. The company develops software across three core product groups: spare parts catalogs, parts and service selling, and lubricant point of sale solutions for oil companies.
‘In all, we have approximately 200 discrete applications that we have developed and maintain’, says Daniel Schipper, chief information officer at Infomedia. ‘Our products help dealers deliver the best service to their customers while maximising their profitability.’ With dealers staking a major part of their daily business on the company’s software, performance and reliability are crucial for Infomedia.
Shifting to the cloud before everyone else
With innovation always in the driver’s seat, Infomedia was one of the first independent software vendors on the Amazon Web Services (AWS) platform when it launched in Australia in 2012. However, as the company transitioned from traditional software delivery to a cloud-based SaaS model, it needed to make sure that its customers experienced the same level of service and performance as before.
Infomedia initially erred on the side of over-provisioning the infrastructure. ‘Delivering innovation was our focus’, says Schipper. ‘We weren’t as focused on optimisation, and so if we needed better performance for an application, we would throw infrastructure at it.’
Without having a single tool to provide visibility into the customer experience, application performance, and dynamic cloud infrastructure, Schipper’s team couldn’t efficiently diagnose and resolve the root causes of performance issues it needed to optimise both the software and the company’s use of cloud resources.
Gaining visibility across the stack
Schipper and his team set out to both optimise application performance and improve utilisation of cloud resources. ‘We call it optimising innovation and the goal was to do that without impacting the customer experience or inhibiting innovation,’ says Schipper. ‘We chose New Relic because it gives us insight into everything we need to improve our products and retain customer satisfaction.’
Infomedia uses New Relic to get performance baselines before tests and deploys, and then monitors them to determine whether there was a performance improvement. ‘New Relic lets us understand application performance and resource utilisation and then see if our code changes stack up to what we thought was going to happen’, says Schipper. ‘We’re seeing in real time exactly what’s happening, which is a big benefit for us.’