The situation
Login was one of the biggest sources of negative customer feedback at E.ON Next, and the existing monitoring couldn't show why.
The problem
- The monitoring tool had capped data and couldn't trace a problem across systems.
- Nobody could see where in the journey customers were getting stuck.
What I did
- Made the case for New Relic, secured backing from the Head of Engineering, and was the first team in the company to onboard it.
- Set up layered dashboards across the website and both app codebases, and found missing traces so teams could see where journeys failed.
- Found clear patterns (rate-limit errors, repeated wrong passwords, unnecessary lockouts) and led the fix across the whole flow, not just the screens.
Fix what the data shows, not what the loudest opinion says.