Bangkok Bank, the country’s largest commercial bank by assets, has strengthened its mobile banking ecosystem by expanding its multi-year partnership with New Relic, the global leader in intelligent observability and digital experience monitoring (DEM). The collaboration highlights how advanced AI-powered monitoring, real-time analytics, and end-to-end visibility are driving digital banking transformation in Thailand.
Transforming Mobile Banking with Observability
Since 2020, Bangkok Bank has standardized on New Relic’s integrated observability platform, enabling faster incident response and improved uptime. The bank reports a 90% improvement in uptime and a 70% reduction in incident recovery time, ensuring superior reliability across its fast-growing mobile banking app, which handles over 93% of consumer transactions in Thailand.
The expanded agreement introduces intelligent dashboards, dynamic mapping, crash analysis, and custom reporting, giving Bangkok Bank a 360-degree view of customer journeys. This allows teams to proactively address latency, reduce downtime, and deliver seamless digital customer experiences at scale.
AI-Driven Alerts and Operational Resilience
New Relic’s AI-strengthened alerting system has reduced false positives and prioritized alerts based on impact, enabling proactive intervention before issues escalate. As a result, Bangkok Bank has consistently stayed under the annual unplanned downtime target set by Thailand’s central bank.
Executive teams also benefit from real-time dashboards that provide actionable insights into system health, strengthening alignment between business goals and technical operations.
Enhancing Customer Trust in Thailand’s Digital Economy
With Thailand’s rapid adoption of instant payments, mobile-first banking, and fintech innovation, Bangkok Bank is leveraging observability and AI-driven monitoring to stay ahead. The bank facilitates cross-border instant payments in 13 currencies directly via its mobile app, underscoring the importance of scalability and operational reliability.
“Reliability is the foundation of customer trust, and New Relic empowers us to deliver that consistently. By consolidating monitoring into a single platform, we ensure faster issue resolution, improved performance during transaction spikes, and a seamless digital banking experience,” said Ian Guy Gillard, Senior Executive Vice President at Bangkok Bank.
This partnership reinforces Bangkok Bank’s position as a leader in Thailand’s mobile banking sector while showcasing how AI, observability, and cloud monitoring are shaping the future of financial technology across Asia. With New Relic, Bangkok Bank is not just modernizing its IT infrastructure—it is setting new standards for resilient, customer-first digital banking.
