The Challenge

Service interruptions and incidents were creating negative brand experiences and impacting profit for Adidas—but because they couldn’t detect them, they couldn’t prevent them. Adidas needed to resolve this critical bottleneck inhibiting growth across markets, product types and channels.

The ambition was to create one seamless connected member experience across all touchpoints.

The Solution

With a focus on solving for now as well as the exponential growth to come, we partnered with Adidas to deliver Site Reliability Engineering strategy and implementation. Our dedicated product teams — including one focused on Resiliency and Observability — identified the gaps around architecture, design, monitoring infrastructure, scaling bottlenecks, then drove the plan to address the gaps.

Across process, observability and reliability, we brought not only new technology and operations, but a new mindset of always-on and product-focused, with #NoOrderLeftBehind.

Impact

We helped achieve outcomes in four key areas in just one quarter:

1. Operational Intelligence: best-in-class visibility of customer experience and business continuity across the e-commerce value stream.
2. Consumer and Market Experience: reduced friction in operability-related experience on Adidas digital channels.
3. Process and Hygiene: safeguarded stability and resilience of the production environment through robust process and communications.
4. Quality Assurance: partnering with QA team to ensure releases do not cause service interruptions.