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How Swiggy Manages the Chaos of 1.5 Million Alerts Every Day
- Swiggy, a popular food-ordering platform in India, manages over 1.5 million alerts daily through its in-house platform Klaxon.
- Klaxon monitors issues and sends actionable alerts to help teams address potential disruptions and ensure customer satisfaction.
- The platform filters and correlates data from various sources like Hive, Snowflake, and Kafka to create real-time alerts.
- Klaxon's multi-channel alert delivery system includes email, Slack, SMS, app notifications, and Freshdesk ticket creation for customer care.
- The platform reduced operational costs by 50–60% by optimizing Kafka jobs and implementing on-demand Databricks setup.
- Real-time alerts from Klaxon have led to improved outcomes like avoiding damage to fragile items during delivery and reducing mishandling complaints.
- For operations teams, Klaxon provides live insights into order delays, allowing timely adjustments to improve customer satisfaction.
- Klaxon channels customer complaints effectively to specialist agents for quicker responses and fewer escalations.
- Swiggy plans to enhance Klaxon further by unifying environments, measuring alert impact, and focusing on essential alerts only.
- Klaxon plays a critical role in Swiggy's operational efficiency, ensuring timely actions and preventing unnoticed anomalies that could affect customer experience.
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