New Relic, renowned as the all-in-one observability platform for engineers, has disclosed its collaboration with Trek Medics, a non-governmental organization (NGO) dedicated to enhancing global access to emergency response networks, through its Observability for Good program. By integrating the comprehensive New Relic observability platform, Trek Medics has transitioned from manually addressing issues across its infrastructure and tech stack to channeling efforts into developing features that better serve its users’ vital needs. Moreover, the organization has successfully optimized user experiences, particularly for those in regions with limited internet connectivity. Leveraging New Relic, Trek Medics has ensured platform reliability while scaling its operations to support a remarkable ninefold increase in emergency response incidents dispatched per year.
Trek Medics has pioneered a groundbreaking technology enabling emergency responders to communicate and coordinate alerts and responses via mobile devices, even without internet access if necessary. Despite their objective to extend emergency services as broadly as possible, they encountered logistical and technological hurdles as they expanded into some of the world’s most remote and underserved regions. With New Relic, they’ve adopted a holistic and proactive approach to incident management, enhancing uptime and reliability for their clientele while fostering innovation in their platform.
Jason Friesen, Founder and Executive Director of Trek Medics, emphasized the criticality of software reliability in their mission: “Our software simply cannot fail. Emergency response services and dispatchers – often in remote areas with complex logistical needs – rely on our platform to ensure the right responder is sent to the right location at the right time during disasters and global mass casualty incidents like the war in Ukraine. This means that any downtime or latency of our platform could have catastrophic repercussions. Adopting an observability practice with New Relic has been critical in ensuring not only the uptime and reliability of our platform but also helping us scale so that we can aid more people in need.”
Trek Medics capitalizes on various capabilities offered by the New Relic platform. They employ application performance monitoring (APM) to dissect incidents on production servers, aiding in identifying and rectifying issues promptly. Configured alerts provide round-the-clock visibility on production servers, augmented by integrations with tools like Slack. Log data, coupled with APM data, helps uncover the root cause of technical issues, while mobile and browser monitoring facilitates efficient system management. The infrastructure agent assists in optimizing performance across services, applications, and log sources, resulting in a more robust system stack.
Key benefits resulting from their partnership with New Relic include
- 9x increase in ability to respond to emergencies per year: New Relic allows Trek Medics to achieve a ninefold increase in the number of people it helps annually.
- 6x increase in number of mobile devices supported: This is often correlated with the number of emergency personnel and vehicles using the service at a given time.
- ~30% increase in number of countries supported: Trek Medics plans to continue to scale to more countries as it optimizes its system reliability and tech stack with New Relic.
- Shifted from reactive to proactive: Invested resources to improve system performance and in turn, improve customer experience.
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