Bangkok Bank, Thailand’s largest commercial bank by assets, has renewed and expanded its multi-year partnership with New Relic to improve the performance and stability of its mobile banking services. The collaboration, which began in 2020, has already delivered significant gains, including a 90% increase in uptime and a 70% reduction in incident recovery times.
The agreement will see Bangkok Bank deepen its use of New Relic’s Digital Experience Monitoring (DEM) platform. This includes mobile and browser monitoring, user journey tracking, crash analysis, and custom dashboards, alongside fully integrated Application Performance Monitoring (APM), infrastructure monitoring, and Kubernetes monitoring. By consolidating these tools into a single observability platform, the bank aims to eliminate inefficiencies caused by siloed systems and strengthen service reliability.
With mobile banking now accounting for 93% of consumer transactions in Thailand, the bank is positioning itself to meet surging demand with uninterrupted, secure, and user-friendly digital experiences.
Using AI-powered insights
Bangkok Bank has adopted New Relic’s AI-driven alerting system to streamline incident management. The technology reduces false positives and prioritises alerts based on urgency and impact, allowing teams to act quickly before issues affect customers. In 2024, the system successfully flagged potential service disruptions, enabling the bank to resolve them proactively and stay well within the central bank’s downtime targets.
Ian Guy Gillard, Senior Executive Vice President of Bangkok Bank, said, “Thailand’s rapid digital adoption and government initiatives around instant payments have created a new climate of banking innovation. Our mobile banking app isn’t just a tool; it’s a daily essential for millions. With increased visibility created by New Relic, we can cut through the complexity to proactively manage peak periods and ensure a seamless digital customer experience.”
He added that reliability underpins customer trust. “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 optimise performance during peak periods. Whether it’s pinpointing issues with other financial networks or coordinating efforts across internal teams, New Relic enhances both our team’s productivity and our ability to provide exceptional experiences for customers.”
Leading the Thai mobile banking sector
As one of the pioneers of digital banking in Thailand, Bangkok Bank facilitates instant transactions across 13 currencies directly through its mobile platform, bypassing third-party payment providers. This model requires robust, scalable systems, and New Relic’s platform has played a key role in maintaining stability during transaction surges.
The bank has achieved a 65% improvement in mean time between failures and a 90% improvement in mean time to recovery within two years. Executives also benefit from real-time dashboards that link system health to business impact, creating greater transparency across the organisation.
Looking ahead, Bangkok Bank is testing New Relic’s broader AI capabilities to anticipate and address issues before they occur. This approach aims to strengthen its leadership in the Thai digital banking sector and support its long-term strategy for innovation.
Arnie Lopez, Chief Customer Officer at New Relic, said, “Bangkok Bank’s vision for digital modernisation is inspiring, and we are proud to be their observability partner of choice. Together, we are setting new benchmarks for innovation in the Asian financial sector.”
A model for the region
With its expanded collaboration, Bangkok Bank demonstrates how advanced observability tools can support financial institutions in high-growth markets. By combining proactive monitoring, AI-driven insights, and unified data management, the bank is creating a blueprint for digital transformation in Southeast Asia’s financial services industry.
