Kmart's Digital Transformation: Achieving 99.9% Uptime with New Relic

Kmart, one of Australia's largest retailers, was facing a challenge in its digital transformation journey. Despite having a strong physical presence with 84% of Australians living within 10km of one of its stores, Kmart was keen on investing in its digital business to strengthen its market-leading and personalized omnichannel experience. The company was looking for ways to improve operational efficiencies and deliver greater value for customers by investing in data and technology. In 2020, Kmart commenced a re-platforming process, which included assessing existing infrastructure and systems and sourcing new solutions to support and facilitate its digital evolution. The main goal was to deliver peak performance across online and in-store point of sale (POS) systems, improve system resilience, and enhance customer experience. Additionally, Kmart wanted to improve visibility as the company did not have reliable data about how their website was being accessed, or the purchase journeys their customers were taking.

Kmart is one of Australia's biggest and most-loved retailers, with a history spanning over 50 years. From its humble beginnings in 1969, Kmart has built a promise of an affordable lifestyle for its customers. Today, Kmart is known as a leading product development company, with more than 300 stores and over 44,000 employees throughout Australia and New Zealand. Kmart's scale and sourcing capabilities underpin its low-cost business model, which allows them to continually deliver the lowest prices. With 84% of Australians living within 10km of one of its stores, Kmart has a strong brick-and-mortar presence in a number of communities. However, they also continue to invest in their digital business, to help strengthen their market-leading and personalized omnichannel experience and deepen customer engagement.