Braze, a leading customer engagement platform, processes over 8 billion API requests daily and delivers more than 2.7 billion messages per day. As the company rapidly scaled, its observability and customer support processes struggled to keep up with the growing complexity of its infrastructure. Engineering teams relied on multiple, disconnected tools for performance monitoring, making it difficult to track infrastructure provisioning, forecast future resource needs, and diagnose performance-related issues. Additionally, technical support tickets were frequently escalated directly to Product and DevOps teams, increasing MTTR and delaying customer issue resolution.

Braze deployed Datadog as a unified observability platform to provide full visibility across infrastructure, application performance, and customer interactions. With Datadog’s application performance monitoring (APM), infrastructure monitoring, and logging solutions, Braze established a standardized observability framework for all eight product teams. Engineers could now track performance metrics, identify service dependencies, and troubleshoot issues efficiently. The Global Services and Support team leveraged Datadog’s real-time dashboards and alerting capabilities to triage customer support tickets faster. Integration with Slack and PagerDuty enabled immediate access to incident data, improving response times. Datadog's template variables and filtering tools allowed Customer Success Managers (CSMs) to analyze customer-specific metrics in real time, empowering them to resolve technical issues without escalation.