Expanding digital observability can improve fault response, reduce downtime, and prepare for future AI-driven system oversight in modernized operations.
In order to meet rising consumer demand for mobile services, one of Thailand’s largest commercial bank by assets, Bangkok Bank, has been expanding its digital banking operations. With the country seeing around 93% of retail transactions conducted via mobile platforms, ensuring service reliability and responsiveness is a priority.
In recent years, the bank has faced significant challenges in minimizing downtime and keeping up with unpredictable spikes in transaction volumes, especially around peak pay and billing periods. These periods have exposed weaknesses in fragmented monitoring systems, which have slowed responses to faults, and hindered coordination across teams.
To address these vulnerabilities, the bank has now consolidated its monitoring into a single, unified platform for system-wide visibility. On 8 September 2025, this renewal and expansion of its technology partnership was announced, signaling the strengthening of its operational resilience and customer experience.
The expansion include multiple digital observability upgrades:
- Proactive service monitoring with predictive alerting to reduce downtime and false positives
- Integrated dashboards for senior executives to track service health and business risks in real time
- End-to-end monitoring of customer activity, enabling targeted improvements to digital journeys
- Automated insights into infrastructure, application performance, and emerging errors for faster recovery
According to the bank’s Senior Executive Vice President, Ian Guy Gillard: “Our mobile app is a daily essential for millions, and that means dealing with intense transaction spikes. With improved visibility into our systems, we can cut through the complexity and proactively manage these peak periods to ensure a seamless experience.”
By its own account, the bank has achieved measurable service improvements, with a 90% reduction in mean-time-to-recovery, and a 70% improvement in incident response since consolidating system monitoring. Unplanned downtime has also been kept below the central bank’s mandated service thresholds. Looking ahead, Bangkok Bank is evaluating the use of AI to anticipate and resolve problems earlier.
Said Arnie Lopez, Chief Customer Officer, New Relic, the bank’s technology provide: “We are proud to support Bangkok Bank’s modernization journey… Together, we are working toward new benchmarks for reliability and scalability in financial services.”
