Pizza Hut India: Increasing Customer Coverage and Delivering Pizzas on Time
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A subsidiary of United States-headquartered corporation Yum! Brands, Pizza Hut prides itself on serving more pizzas than any other pizza business. Founded in 1958, Pizza Hut operates 18,000 restaurants in over 100 countries. In the Indian subcontinent, Pizza Hut and franchise partners Devyani International and Sapphire Foods India operate more than 500 pizza restaurants, including 430 in India itself.
Yum! Brands aims to increase the number of Pizza Hut restaurants in India to 700 by 2022 and has nominated the country as one of the keys to its future growth. The business also operates the KFC and Taco Bell brands in India.
“Globally we are the number one pizza chain in the world based on store count and we aim to be the single biggest pizza brand in India,” says Prashant Gaur, Chief Brand and Customer Officer, Pizza Hut India Subcontinent.
Google Cloud Results
- Maximizes customer coverage and helps ensure riders deliver pizzas to customers within required timeframes
- Onboards new stores to delivery in half a day, rather than the one month required previously
- Meets tech-savvy customer demands to interact across new social media messaging channels
- Launch of live tracking delivers superior customer experience, driving positive word of mouth and repeat business
Pizza Hut launched initially in the country in the late 1990s as a dine-in restaurant brand. However, with changing customer needs, Pizza Hut soon included delivery and takeaway to provide customers with the best tasting pizzas whenever and wherever they wanted them. “Pizza is always at the center of the experience, whether through delivery, dine-in, or takeaway,” says Gaur. “Convenience is key in allowing people to access our products.”
Manual processes
While the business had long shifted into a model that featured delivery and takeaway options, it still used some manual processes. For example, some restaurants used manual listings of customer addresses to manage delivery, which ended up excluding some customers and compromising the brand. In other cases it could take the business up to a week to create a trade zone – a delivery zone assigned to a restaurant – for each new outlet, delaying the commencement of delivery services and costing the business money.
In addition, Pizza Hut India identified an opportunity to more closely track whether pizzas were being delivered within targeted timeframes.
“In some cases, we were using a manual, self-reporting mechanism that provided information about the number of orders that reached consumers less than 30 minutes after an order was placed,” explains Ashish Agarwal, Director, Technology and eCommerce, Pizza Hut India Subcontinent. “We wanted to objectively track and verify delivery times.”
Manual order tracking and execution also limited the number of orders that could be processed effectively during demand peaks. Further, customers could not monitor the status of their pizza orders, including estimated time of arrival.
“Millennial consumers expect products and services to be available when and where they want them. Our focus is to retain the heritage of the brand, which is the dine-in environment, legendary service, and great assets in terms of our stores, while responding to this demand,” adds Gaur.
Pizza Hut India also needed improved analytics in order to identify where the best returns could be achieved by opening new restaurants; how to improve the customer experience; and operate more efficiently.
The business decided to implement a transformation program underpinned by two imperatives: the need to deliver operational efficiencies and scale faster by accelerating the opening of new stores, and the need to give consumers the option of connecting with the brand using the most convenient channel.
A ground-breaking initiative
Pizza Hut India evaluated potential technology partners that could help deliver the program and decided to partner with digital consulting services company MediaAgility, and use Google Maps Platform and Google Cloud Platform services.
“Our journey with MediaAgility and Google incorporated two key initiatives that had a specific impact on our brand and consumers,” says Gaur. “The first of these initiatives was the launch of a feature that enabled consumers and our business to track delivery riders in real time.”
This initiative was ground-breaking for a business that had, until recent years, focused on establishing itself as a restaurant brand. However, with delivery an increasingly important part of its revenue mix, Pizza Hut India decided to build customer engagement through the channel. “By allowing customers to track delivery riders in real time, we could improve engagement – but more importantly give them control,” says Gaur.
During the evaluation, MediaAgility demonstrated Google Maps Platform to Pizza Hut India. “We loved Google Maps Platform as its accuracy and value was proven by consumers using Google Maps for their day-to-day needs,” says Agarwal.
Pizza Hut India conducted brainstorming sessions with MediaAgility and its franchise partners to develop its strategy and complete the implementation. The business then completed several proofs of concept to determine how best to deploy and adapt the technology to some operational processes. “We submitted some data points to our franchise partners and our Pizza Hut brand operations team, and they determined which option to adopt,” says Agarwal.
Google Maps Platform powers delivery
MediaAgility, Pizza Hut India, and the franchise partners then completed a three-month implementation that included onboarding all existing restaurants and new restaurants to the delivery platform based on Google Maps Platform and on Google Cloud Platform.
Pizza Hut India now uses Distance Matrix API through Google Maps Platform to provide travel time and distance based on recommended routes between origins and destinations. This service helps provide delivery riders’ estimated time of arrival to customers.
Directions Service calculates directions by communicating with the Google Maps API Directions Service, which receives direction requests and returns efficient paths based on travel time and factors such as distance and number of turns. This service provides a view of the delivery rider’s position relative to the customer’s location.
Through the Nearest Roads service included in Roads API, Pizza Hut India obtains individual road segments for given GPS coordinates, while Snap to Roads provides the best-fit road geometry for given GPS coordinates.
The business employs Maps Javascript API to customize maps with dedicated content and imagery for websites and mobile devices – showing a map view to store managers and customers – and uses Maps SDK for Android to add maps based on Google Maps to its applications.
Google Cloud Platform runs the delivery platform
Pizza Hut India is running its delivery platform on a Google Cloud Platform architecture that comprises App Engine to run its web applications; virtual machine instances provided through Compute Engine; Cloud Datastore to run a NoSQL document database; Firebase to develop and run its mobile applications; Cloud Storage to store data; and a BigQuery analytics data warehouse.
Realizing goals
With Google Maps Platform and Google Cloud Platform, Pizza Hut India and its franchise partners are realizing the goals of the transformation program.
Rather than take up to seven days to manually map trade zones for stores, Pizza Hut India uses Google Maps Platform to create and update them as required. “After we started working with MediaAgility and Google, we digitized those maps and created trade zones – zones within which Pizza Hut India restaurants will deliver – based on estimated travel times during the busiest time of the week,” says Gaur. “This minimizes the risk of late deliveries.
“The other benefit was reduced time to activate new stores,” he adds. “If you are launching 100 stores per year, this becomes a big, big task. Now we can bring new stores into the market much more quickly.”
With MediaAgility and Google Maps Platform, the business can also help ensure newly built establishments – such as blocks of flats – are captured within trade zones, allowing stores to deliver to residents.
Delivery accounts for increased transactions
Pizza Hut India now automatically allocate orders to delivery riders using a rider tracking application on their mobile phones. When a rider starts his or her journey, Google Maps Platform enables point-by-point tracking by consumers and store managers. The Pizza Hut India delivery operations team monitors delivery performance through a real-time dashboard.
Pizza Hut India is meeting customer expectations of live, map-based streaming of delivery status on their devices – enhancing customer experience and loyalty, and adding accountability to the process. The business is reaping the rewards of its investment, with delivery now a large slice of its overall offering. “We have taken significant strides in the past three to four years to change our customers’ online ordering experience, and the last-mile delivery experience to the customers’ homes,” says Gaur.
Launching delivery tracking has also had a dramatic impact on Pizza Hut India’s internal key performance indicators. “The proportion of calls to our call center that are following up on an order, as opposed to placing an order, has fallen dramatically,” says Gaur.
Advanced analytics
Further, Pizza Hut India is running advanced analysis of data in the BigQuery data warehouse, enabling the business to determine which restaurants are doing well, which deliveries may be delayed, and what locations are most promising to open a new store. These insights enable the business to boost productivity, expand effectively, and operate more efficiently.
The business can now onboard new stores to delivery in half a day, rather than the month required previously. “The process enabled by Google Cloud and MediaAgility is also delivering significant operational cost savings as well as helping us open and grow new stores quickly,” says Agarwal.
“MediaAgility acted as our development partner across the project, helping us deploy everything from zones to rider tracking,” he says. “It’s been with us from the strategy discussion through the implementation and stabilization phases.”
Chatbot in development
MediaAgility has also helped Pizza Hut India create a chatbot using the Dialogflow development suite for creating conversational interfaces. “This project is about giving millennials and other customers one more channel to reach out and connect to the brand,” explains Agarwal.
Pizza Hut India is now ideally placed to continue growing and position itself as a brand of choice for tech-savvy consumers. “We’re extremely pleased with the contribution of all the parties involved in this project and look forward to continue transforming our business to meet the demands of the digital age,” says Agarwal.
While Gaur acknowledges it is difficult to predict change over the next two to five years, he believes delivery is likely to become more prominent in Pizza Hut India’s combination of offerings. “When we began our online journey in 2016, we predicted delivery would be about 25 percent of the mix by 2020,” he says. “With Google and MediaAgility, I think it will keep growing.”
Traveloka Scales Up Operations and Growth with APIs
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Traveloka is an Indonesian tech company currently focusing on the travel and lifestyle markets. Our customers, the majority of which come from Southeast Asia, visit the site mainly to book flights, hotels, transportation, lifestyle experiences (e.g. theme parks, movie tickets, beauty and spa treatments, and restaurant vouchers), and much more. We aim to serve more customers across the globe as part of our giant expansion plans.
In past blog posts, my colleagues have written about how Traveloka is using Google Cloud for data provisioning and stream analytics. Today, I’m sharing how we use Apigee API Management Platform from Google Cloud, a key part of my role as an engineering manager in charge of the after-sales and affiliation domain.
Extending the global footprint with Apigee
Expanding to markets globally means dealing with a lot of unique and challenging factors in each country. Thinking about different government regulations, currencies, payment systems, and customer service expectations is only the beginning.
Problems arose when partners who had connected with our flights API wanted to add another service, like accommodation. They felt like they were working with a different company. We turned to Google Cloud and found an answer.
There’s a lot of potential obstacles given how differently each country’s marketplace operates, which is why we use APIs and a partner integration approach to better distribute our inventory, thus helping us to scale our business quickly in a competitive space.
When we started Traveloka, we were serious about building a product that would be better than our competitors. Better in terms of inventories, services, and also pricing.
We also knew that we wanted to have the best strategies for increasing our exposure within and outside of Southeast Asia. With all the right features needed (security, high performance, monitoring, and low development and maintenance costs), Apigee helps us execute on our business plan, by making it quick and easy to work with the partners that make the Traveloka platform a success.
API Gateway: Make Or Buy?
When we started, we built our own API gateway with our first version of API specifications. Before that, we looked into several API gateway products (including Apigee), did some research, some POCs, and had several meetings with vendors.
However, since we were just starting to dip our toes into the API business and didn’t have enough use cases to justify the purchase, we decided to build our own system with the bare minimum requirements.
It used to take up to three months to deploy a new API for a partner. Now that we have the Apigee developer portal, it just takes a few days.
After a while, other Traveloka products that also wanted to have their API exposed rebuilt the same thing. Problems arose when partners who had connected with our flights API wanted to add another service, like accommodation. They felt like they were working with a different company. Different standards, different security practices, different formats—it wasn’t an optimal way to work.
About a year and a half after the release, we started to understand the scale, needs, and the limitations of our own platform. We were convinced that a better solution was needed to support our business growth. We then met with Apigee team again, at the Google Cloud Summit 2018 in Jakarta.
Aside from standardizing our APIs, Apigee supports benchmarking, a fantastic developer portal, a sandbox environment, and great monitoring and analytics. Apigee gives us remarkable speed and agility. It enables us to scale quickly, which is vital to executing our business plan to offer more services in more regions.
I also like the rate-limiting feature that lets us limit the throughput rate from one API to another. The fact that we can do this not only per URL, but also per partner, gives us a lot of flexibility.
For example, if partner A has a throughput of 100 calls per second, but partner B needs 500, we can easily meet those differing needs and manage our traffic efficiently. When we evaluated API gateways, Apigee was the only one that enabled us to limit to that level of granularity.
Our APIs are meant for B2B, not for the public. Because of the requirements, we need a high level of security. Apigee helps us in managing the security with its SSL handshake features as well as the authentication and authorization methods.
Aggressive Growth with Apigee
Before we had Apigee, sharing APIs with partners was a laborious process. We exposed approximately 20 APIs through a shared document that listed our APIs with the types of the requests and responses they need to handle. Partners could see what was available and how they could integrate into our staging. More work was required before they could come in and try APIs in our sandbox.
It used to take up to three months to deploy a new API for a partner. Now that we have the Apigee developer portal, it just takes a few days.
The developer portal enables our partners to view all of our APIs and try them out in the sandbox. The simplicity in creating and managing proxies is also a huge time saver. Right now, we have two B2B partners onboarded to the developer platform, and a few more still working manually through our old, in-house platform.
We expect to transition them over and add 20 new partners to the Apigee platform this year. Because it now takes us as little as two weeks to onboard a new partner from first establishment to go live, we’re ramping up quickly. We estimate that we saved at least a year of development time by deploying the Apigee platform as opposed to building one in-house.
Rapid Learning, Rapid Onboarding
Our developers are very happy with Apigee and feel the portal makes Traveloka look more professional. Equally important, the Apigee learning curve for developers and partners has been short. In just one week our partners know how to use all our APIs. If you compare that to the previous process of referring to a Google Doc and building their own servers to connect to our staging, it’s incredibly easy.
We look forward to exploring other ways that the Apigee platform can help Traveloka; we see strong potential to use even more features to help Traveloka grow and stay competitive.
Meet the 8 Sponsors of 2021 State of DevOps Reports
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Google Cloud and the DORA research team are excited to announce our eight sponsors for the 2021 State of DevOps report. We recently launched the 2021 State of DevOps survey, a 25-min survey for the DevOps community to share how they are using DevOps to improve software delivery performance. So if you haven’t taken the survey yet, this is your chance!
For those unfamiliar with the State Of DevOps report, it is the largest and longest running research of its kind. It provides an independent view into how teams and companies can drive powerful business outcomes, no matter what stage of the DevOps journey
With the State of DevOps reports we aim to capture how teams and companies are driving excellence in technology delivery through the implementation of DevOps practices, no matter what stage of the DevOps journey your team is in. If you’re wondering how your team measures up in your industry take our DevOps Quick Check and discover which capabilities you should focus on to improve your performance.
To capture a diverse array of information on how those in the DevOps community are performing, our eight sponsors of the 2021 State of DevOps survey are focussed on helping organizations of all sizes and industries to develop and deliver software faster across the whole DevOps lifecycle. Captured below, you’ll find more information on our sponsors for this year and why they chose to sponsor the State Of the DevOps 2021 Report.
Armory enables enterprise companies to ship better software, faster through trusted, reliable, safe, and secure deployments — at its core, Armory is powered by Spinnaker OSS.
“Armory exists to unlock innovation through software. To achieve this, we help enterprises reliably deploy software at scale, naturally aligning with DevOps practices to improve software delivery performance. Given this, we applaud efforts like the State of DevOps Report that provides an independent view into the practices and capabilities that organizations can employ to drive better performance.”
Carl Timm, Senior Director of Product Marketing at Armory
The world’s best software teams deliver quality code, confidently, with CircleCI. The world’s best software teams use CircleCI to go from next-up to feature shipped, at the speed ambitious businesses require.
“Though the DevOps space is only over a decade old, it moves incredibly quickly. Google’s State of DevOps report is both a reflection and projection of the industry, capturing how DevOps culture drives business results and where DevOps practitioners can look to improve. At CircleCI, we rely heavily on this survey data to glean valuable insights into our market and our customers overall. We also build upon these insights to guide our own research into how engineering teams move code through pipelines in our annual State of Software Delivery report. Taken together, this research highlights teams’ reported and actual behavior and paints a vibrant picture of how technology-driven organizations drive for success.”
Emma Webb, VP, Corporate Communications, CircleCI
Continuous Delivery Foundation
CD Foundation is an open-source community improving the world’s ability to deliver software with security and speed.
“Good decision-making is based on good data. Open source is a critical piece of the technology roadmap for DevOps, and the 2021 State of DevOps Report will provide actionable information for high performing teams in organizations of all types and sizes. The report will show where open source and DevOps intersect, and in a space that is changing so quickly, new relevant data is critical,” said Tracy Miranda, Continuous Delivery Foundation Executive Director. “CD Foundation members are deeply involved with producing this annual report, with over 10 years of historic research. Thank you to Google and our other members who have worked so hard on it. This report is a tangible result of working together.”
Tracy Miranda, Continuous Delivery Foundation Executive Director
Deloitte provides audit and assurance, tax, consulting, and risk and financial advisory services to a broad cross-section of the largest corporations and governmental agencies. At Deloitte, they are continuously evolving how they work and how they look at marketplace challenges so they can continually deliver measurable, sustainable results for their clients and communities.
“Software delivery is evolving rapidly and we know our customers need unique and compelling insights to make the right decisions. State of DevOps is a widely used report and considered as an Industry standard to understand the drivers for excellence in Software Development and Delivery. Deloitte is excited to help the team at DORA and Google Cloud in publishing this report through our sponsoring since we believe the insights from this report will help make software delivery better.”
Manoj Mishra, Consulting Managing Director, Deloitte Consulting LLP
GitLab is the open DevOps platform built from the ground up as a single application for all stages of the DevOps lifecycle enabling Product, Development, QA, Security, and Operations teams to work concurrently on the same project.
“We’re happy to sponsor the DORA Report and the vital work behind it. The more we understand the DevOps journey, the better we and our GitLab community can contribute to its future. We’re particularly interested to see this year’s results and the impact COVID-19 and remote work have had on DevOps. We appreciate the chance to be part of this exciting, informative process.”
Brendon O’Leary, Senior Developer Evangelist
Liquibase helps millions of developers easily manage database schema changes by enabling teams to track, version, and deploy database changes by delivering on the promise of CI/CD for the database.
“With their rigorous methodology, the DORA research team delivers actionable information with the simple goal of helping organizations of any size accelerate the development and delivery of software. Liquibase is honored to sponsor the 2021 State of DevOps Report and its role in helping so many organizations build value for their customers and shareholders”
Matt Geise, VP of Marketing at Liquibase
PagerDuty is a digital operations management platform that empowers the right action, when seconds matter.
“As a leader in digital operations management, PagerDuty is proud to sponsor this year’s report as it aligns with our dedication to helping DevOps professionals make better decisions. This report will inform tech and business leaders about the trends/challenges developers are facing and the opportunities there are to accelerate their own DevOps transformation.”
Carolyn Guss, VP of Corporate Marketing
Sysdig is driving the secure DevOps movement, empowering organizations to confidently secure containers, Kubernetes and cloud.
“There is a learning curve with all new technology, cloud is no exception. Learning from mistakes and sharing best practices is how we will ultimately ship secure applications, faster. For seven years, DORA and Google have partnered to understand the State of DevOps to help vendors and cloud practitioners to learn from each other and implement standards for best practices,”
Loris Degioanni, CTO and founder of Sysdig
Google Cloud, the DORA team, and our sponsors are very excited about this year’s report. We look forward to hearing from you, your colleagues, and networks about how DevOps is integrated into your workflow and ways we can help to further improve your performance. Please share your experience with software delivery by completing our survey that will be used to foster the next generation of DevOps best practices. To provide ample time for the DevOps community to contribute to this industry wide report we have extended the deadline for the survey until July 2nd.
Thank you to everyone who has participated so far, and the Google Cloud DORA team looks forward to hearing from even more of you soon!
Dataflow Guarantees 50+% Increase in Developer Productivity and Infrastructure Cost Savings: Read More
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In our conversations with technology leaders about data-driven transformation using Google Data Cloud – industry’s leading unified data and AI solution – , one important topic is incorporating continuous intelligence to move from answering questions such as “What has happened? to questions like “What is happening?” and “What might happen?”. The core to this evolution is the need for an underlying data processing that not only provides powerful real-time capabilities for events happening close to origination, but also brings together existing data sources under one unified data platform to enable organizations to draw insights and take actions holistically. Dataflow, Google’s cloud-native data processing and streaming analytics platform, is a key component of any modern data and AI architecture and data transformation journey, along with BigQuery, Google’s internet-scale warehouse with built-in streaming, BI engine and ML; Pub/Sub, a global no-ops event delivery service; and Looker, a modern BI and embedded analytics platform. One of the key evaluation factors is potential economic value of Dataflow to their organization, particularly in the context of engaging other stakeholders is key for many of the leaders that we engage with. So we commissioned Forrester Consulting to conduct a comprehensive study on the impact that Dataflow had on their organization by interviewing actual customers .
Today we’re excited to share our commissioned study conducted by Forrester Consulting, the Total Economic Impact™ of Google Cloud Dataflow, which allows data leaders to understand and quantify the benefits of Dataflow, and use cases it enables. Forrester conducted interviews with Dataflow customers to evaluate the benefits, costs, and risks of investing in Dataflow across an organization. Based on their interviews, Forrester identified major financial benefits across four different areas: business growth, infrastructure cost savings, data engineer productivity, and administration efficiency. In fact, Forrester found that customers adopting Dataflow can achieve a 55% boost in developer productivity and a 50% reduction in infrastructure costs. In fact, Forrester projects that customers adopting Dataflow can achieve a range of up to 171% Return on Investment (ROI) and a less than six months payback period. Customers can now use figures in the report to compute their own Return on Investment (ROI) and payback period.
“Dataflow is integral to accelerating time-to-market, decreasing time-to-production, reducing time to figure out how to use data for use cases, focusing time on value-add tasks, streamlining ingestion, and reducing total cost of ownership.” – Lead technical architect, CPG
Let’s take a deeper look at the ways that Forrester found that Dataflow can help you achieve your goals and unlock your business potential.
Benefit #1: Increase data engineer productivity by 55%
Developers can choose among a variety of programming languages to define and execute data workflows. Dataflow also seamlessly integrates with other Google Cloud Platform and open source technologies to maximize value and applicability to a wide variety of use cases. Dataflow streamlined workflows with code reusability,dynamic templates, and the simplicity of a managed service. Engineers trusted pipelines to run correctly and adhere to governance. Data engineers avoided laborious issue-monitoring and remediation tasks that were common in the legacy environments such as poor performance, lack of availability, and failed jobs. Teams valued the language flexibility and open source base.
“Dataflow provided us with ETL replacement that opened limitless potential use cases and enabled us to do smarter data enhancement while data remains in motion.” — Director of data projects, financial services
Benefit #2: Reduce infrastructure costs by up-to 50% for batch and streaming workloads
Dataflow’s serverless autoscaling and discrete control of job needs, scheduling, and regions eliminated overhead and optimized technology spending. Consolidating global data processing solutions to Dataflow further eliminated excess costs while ensuring performance, resilience, and governance across environments. Dataflow’s unified streaming and batch data platform gives organizations the flexibility to define either workload in the same programming model, run it on the same infrastructure, and manage it from a single operational management tool.
“Our costs with our cloud data platform using Dataflow are just a fraction of the costs we faced before. Now we only pay for cloud infrastructure consumption because the open source base helps us avoid licensing costs. We spend about $120,000 per year with Dataflow, but we’d be spending millions with our old technologies.” – Lead technical architect, CPG
Benefit #3: Increase top-line revenue by improving customer experience and retention with payback time of < 6 months
Streaming analytics is an essential capability in today’s digital world to gain real-time actionable insights. Likewise, organizations must also have flexible, high- performance batch environments to analyze historical data for building machine learning models, business intelligence, and advanced analytics. Dataflow enabled real-time streaming use cases, improved data enrichment, encouraged data exploration,improved performance and resiliency, reduced errors, increased trust, and eliminated barriers to scale. As a result, organizations provided customers with more accurate, relevant, and in-the-moment data-backed services and insights — boosting customer experience, creating new revenue streams, and improving acquisition, retention, and enrichment.
“It’s already been proven that we are getting more business [with Dataflow] because we can turn around results faster for customers.” – VP of technology, financial services technology
“When we provide data to our customers and partners with Dataflow, we are much more confident in those numbers and can provide accurate data within a minute. Our customers and partners have taken note and commented on this. It’s reduced complaints and prevented churn.” – Senior software engineer, media
Other benefits
Eliminated administrative overhead and toil
As a cloud-native managed service, all administration tasks such as provisioning, scaling, and updates are automatically handled by Google Cloud. Teams no longer need to manage servers and related software for legacy data processing solutions. Admins also streamlined processes for setting up data sources, adding pipelines, and enforcing governance.
Saved business operations costs for support teams and data end users
Dataflow improved the speed, quality, reliability, and ease of access to data for insights for general business users, saving time and empowering users to drive better data-backed outcomes. It also reduced support inquiry volume while automating manual job creation.
What’s next?
Download the Forrester Total Economic Impact study today to dive deep into the economic impact Dataflow can deliver your organization. We would love to partner with you to explore the potential Dataflow can unlock in your teams. Please reach out to our sales team to start a conversation about your data transformation with Google Cloud.
Google Cloud Partnership Helps Lowe’s SRE Team Achieve 20X More Releases Per Month
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Editor’s note: Today we hear from the Lowe’s SRE team. They share about how they have been able to increase the number of releases they can support by adopting Google’s Site Reliability Engineering (SRE) framework and leveraging their partnership with Google Cloud.
At Lowe’s, we’ve made significant progress in our multiyear technology transformation. To modernize our systems and build new capabilities for our customers and associates, we leverage Google’s SRE framework and Google Cloud, which helps us meet their needs faster and more effectively. With these efforts, we’ve been able to go from one release every two weeks to 20+ releases daily—about 20X more releases per month.
Our SRE transformation didn’t happen overnight, though. Every step along the way brought some challenges. But looking back, we are excited to see how much we have accomplished for our customers as a result.
Back in 2018, before adopting SRE practices, we were more reactive than proactive, following an “eyes on glass” approach. On-call structures and incident management efficiency were not at optimal levels with too many repetitive and manual tasks, resulting in operational toil. Production concerns were not surfaced into the product roadmap, which resulted in delays in making fixes.
Bootstrapping SRE at Lowe’s
As we moved from on-prem to Google Cloud, we decided to move from a monolithic- to microservices-based architecture. And to better manage this new architecture, we embarked on an SRE journey.
Then as COVID-19 hit, we really had to accelerate this journey as customers increasingly moved to online ordering and delivery to meet their Total Home Improvement needs. To do so, we followed four key principles that allowed us to meet changing customer needs quickly and release fast and reliably.
- Automate away toil
As we moved from traditional Ops to an SRE ecosystem, our biggest opportunity was reducing toil, so that engineers can spend time on activities that drive business impact and customer outcomes. We think of toil as work that is manual, repetitive, tactical, devoid of enduring value—but automatable. So, to tackle toil, we focused on automating away the need for manual intervention. As an example, we made sure engineers were not the first point of contact for any alert. Any triage or resolution that an engineer can perform, a machine can be trained to do the same. We used supervised and unsupervised learning techniques to automate our toil. With a long-term goal of “no toil,” our SREs work on identifying and reducing toil to a manageable level across the organization. - Engineer alignment through roadmaps
Our goal is to maximize the engineering velocity of developer teams while keeping products reliable. We want an engagement model where product, SRE and development teams are closely aligned. A key way we’ve been able to create this alignment is by having our SREs embedded into domain and product teams. Each domain has an SRE, who is involved at the beginning stages of product development to ensure that the domain stakeholders are in alignment with the SRE initiatives. As such, SREs are able to improve the reliability, performance, scalability and launch velocity of the services throughout all phases of the service lifecycle. - Adopt one-touch releases
Our path to production used to contain many manual steps and validations, slowing the rate at which we released features. Additionally, we used to bulk all our releases together to deploy at once, which increased the risk of failure and created a longer feedback loop from production. To tackle this with an SRE mindset, we created a one-touch release process in which SREs review the product team’s pull requests. When approved, this triggers a DevSecOps pipeline that deploys the approved changes to production securely. This process created a safe, reliable and sustainable continuous delivery pipeline with quick feedback loops. Striking the right balance between speed, innovation and stability, we were able to increase our releases exponentially for the year, taking less than 30 minutes per release to deliver quality code, including various automated quality checks and processes, all in just one click. - Embrace capacity planning
To ensure our services have enough spare capacity to handle any surge in traffic patterns, our SREs emphasize capacity planning, making recommended capacity changes in the continuous delivery (CD) pipeline. They constantly monitor performance to make sure the service is robust, stable and available. And when there’s a sudden surge beyond the forecasted volume, SREs change the capacity on demand and document changes for the performance and domain teams.
Capacity planning is especially important for us during peak holiday times such as Black Friday and Cyber Monday (BFCM). We lay out our SRE stability plan three months in advance and surface into the domain team’s product roadmap. This way development teams are able to allocate sufficient engineering time to reliability. We do performance testing to ensure the environment is able to sustain increased load over long periods of time and also handle sudden surges in traffic. We also do region failover testing at a global scale to validate the automatic failover duration of service level agreements (SLAs), SRE and domain readiness. Additionally, we conduct Black Friday and Cyber Monday-specific destructive testing to validate customer experience, reliability and more.
Google Cloud’s Black Friday and Cyber Monday white-glove service played a key role in ensuring our success in both BFCM 2019 and BFCM 2020. This service included on-site visits from Google’s Customer Reliability Engineering (CRE) team who reviewed Lowe’s web architecture, capacity planning, operations practices for event risks, and presented workshops on topics such as incident response best practices.
Looking ahead
There is always room for improvement, and at Lowe’s we aim to continuously improve our SRE practices. One thing that has worked well for us, which we plan to continue, has been our road shows, where senior SRE leads present to other SREs and application domain teams on the latest SRE principles and best practices, and to get input in real-time from them.
Google’s tools and methodology have played an instrumental role in helping reshape our SRE practices and better serve our customers. We look forward to building on the momentum and partnership as we continue our SRE journey at Lowe’s.
If you want to learn more about how to adopt SRE best practices on Google Cloud, check out our documentation. If you want to learn more about Google SRE, visit our website. Stay tuned for the next blogs with Lowe’s discussing how they trained their engineering talent to adopt SRE practices and tooling, and how they improved MTTR using SRE principles.
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Customer and developer expectations are increasingly driving enterprise IT to employ new approaches to serving the needs of a diverse mix of users and experiences.
That’s where application programming interfaces (APIs) come into play. They are the foundation which digital business is built, allowing app developers to create apps that can serve the needs of a specific segment of users.
APIs are not new in many industries, but with the explosion of apps and experiences required in the digital world, and new customer-centric IT organizations, companies across industries need better solutions than ever to manage their APIs and API-driven businesses. API management enables you to create, manage, secure, analyze, and scale APIs.
An API management solution needs to include at least the following capabilities:
- Developer portal to attract and engage application developers, enabling them to discover, explore, purchase (or profit from), and test APIs and register to access and use the APIs
- API gateway to secure and mediate the traffic between clients and backends, and between a company’s APIs and the developers, customers, partners, and employees who use the APIs.
- API lifecycle management to manage the process of designing, developing, publishing, deploying, and versioning APIs.
More sophisticated API management provides additional capabilities including:
- An analytics engine that provides insights for business owners, operational administrators, and application developers enabling them to manage all aspects of a company’s APIs and API programs
- API monetization to enable API providers to package, price, and publish their APIs so that partners and developers can purchase access or take part in revenue sharing.
- It is typical for API management capabilities to be delivered in the cloud as a SaaS (Software as a Service) solution or on premises in a private cloud, or sometimes using a hybrid approach.
Download the full guide to understand how APIs can help your business become more user-centric.
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