Business Process Improvement with New Relic Insights

A few weeks ago, Drew and I took our Office Hours Hangout on the road to New Relic’s FutureStack conference. We saw several presentations, and learned so much. My favorite talk from the conference came from Rackspace Senior Process Engineer Robert Chapa. When we asked Robert what that meant, he told us, “I build the automation that helps drive Fanatical Support.” One of the surprising tools Robert has been using is New Relic Insights. Last week we had Robert on the Hangout to re-share that presentation.

I’ve highlighted a few moments of our conversation with Robert. We were able to listen to his presentation, and dig deeper in a few places, to learn more about why he chose certain facets and how others can use similar ideas.  You can check the highlights out below, with direct links to the relevant point in our conversation. Additionally, you can view the entire show, or listen to an audio-only podcast version.

Automating repetitive processes

As a process engineer, Robert finds repetitive processes and tasks, and adds automation to them, so that the Rackers who normally do the repetitive tasks can work on projects more centrally aligned with our core business. Robert shared how his team finds the processes that can be automated, and then how they analyze those processes in New Relic Insights.

Showing the value of automation

Once those processes are found, we can extract savings by automating them. I really appreciated the example Robert shared of his team automating the reclamation of blacklisted IPs. By automating the system, they saved hours each week, which would add up to more than $7 Million annually. More importantly, this automated process has created a better customer experience.

Adding to the process

Sometimes being a process engineer isn’t always about removing aspects from the process. As Robert describes, sometimes by adding new facets to the process, his team can then extract even more data when they analyze the health of the processes. Insights provides the ability to stream that additional context into each transaction, so the analysis can be much more specific.

Final Thoughts

What a great show. A big thank you to Robert for joining us for a lively discussion. I definitely recommend checking out our entire conversation. Thanks for watching. Be sure to check out our show every week — we recently highlighted some great new features and services from Rackspace, speaking with the teams behind Fanatical Support for AWS, and Rackspace Managed Security, along with a live broadcast from New Relic’s {FutureStack} conference. Check us out every Thursday, live at 1 p.m. Central; our on-demand audio podcasts are available via iTunes, or your favorite podcasting app.

Alan is a former Racker, who also helped create the Stevie Award winning onboarding program for cloud collaboration suite Central Desktop, working directly with companies and organizations like, Sesame Workshop, and IEEE. When he's not helping customers learn how to build awesome things in the cloud, he can be found performing improv comedy with ComedySportz San Antonio, or volunteering with the Alamo Beard Club.


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