Case Study
A Global SaaS Leader Unifies Monitoring and Gains 360° Operational Visibility with Datadog Observability Platform
Download Case StudyIndustry: SaaS
Key Technologies/Platforms: Datadog Observability Suite, Salesforce, Oracle, Zuora, MuleSoft, AWS
Business Requirements
The SaaS leader aimed to go beyond traditional monitoring by building a cohesive, AI-driven observability platform that unified performance metrics and improved collaboration.
Key business requirements included:
- A single Datadog observability layer across Salesforce, Oracle, Zuora, MuleSoft, and AWS
- Building real-time KPI dashboards for Quote-to-Cash and Order-to-Cash visibility
- Implementing automated anomaly detection to quickly identify process slowdowns and SLA risks
- Setting automated guardrails to monitor key thresholds and prevent disruption
- Business-aligned dashboards accessible to executives
Business Challenges
As SaaS leader’s ecosystems expanded, maintaining consistent performance, compliance, and visibility across multiple platforms became a challenge.
Key challenges included:
- Fragmented visibility: Separate monitoring tools for Salesforce, Oracle, Zuora, MuleSoft, and AWS led to data silos and limited transparency.
- Manual tracking: KPI and SLA tracking relied heavily on spreadsheets, increasing manual effort and error risk.
- Limited automation: The absence of predictive alerts meant issues were often discovered only after they affected users.
- Decision-making delays: Disconnected data between business and IT slowed down executive reporting and performance analysis. To address these challenges, DocuSign adopted Datadog services to consolidate monitoring, automate insights, and establish a unified observability framework across the enterprise.
To address these challenges, the company adopted Datadog services to consolidate monitoring, automate insights, and establish a unified observability framework across the enterprise.
The Solution
To meet these needs, Jade Global, a certified Datadog implementation partner, helped the global SaaS leader to identify observability gaps and implement a unified, AI-enabled monitoring framework.
- Strategic Consulting: Mapped business-critical KPIs across Salesforce, Oracle, Zuora, MuleSoft, and AWS to establish visibility gaps.
- Real-time performance dashboards: Built business-aligned dynamic dashboards to monitor key business metrics such as Quote-to-Cash and Order-to-Cash visibility.
- Proactive anomaly detection: Introduced automated detection and SLA guardrails to identify potential slowdowns and prevent service issues before they escalate.
- Unified KPI integration: Combined data from applications, infrastructure, and user interactions to deliver a consolidated operational view.
- Automated monitoring workflows: Streamlined log and trace monitoring to speed up issue diagnosis and shorten response times.
Business Benefits Achieved
The implementation of Datadog services helped the company transform its operational model from reactive to proactive- improving reliability, speed, and collaboration across teams.
- 360° Unified Visibility: Single observability layer across Salesforce, Oracle, Zuora, MuleSoft, and AWS.
- Increased Operational Efficiency: Automation and intelligent alerting improved system reliability and response time.
- Proactive Disruption Prevention: Real-time anomaly detection reduced SLA breach risks and improved uptime.
- Improved SLA Compliance: Continuous monitoring of performance metrics ensured consistent service delivery.
- Faster Executive Decisions: Centralized dashboards provided quick access to data, enabling informed decision-making.
- Enhanced Cross-Functional Collaboration: Shared KPIs improved coordination between IT, finance, sales, and operations.
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