New Relic

How Shan Saved the Day Through Optimizing Billing Reconciliation

Reconciliation. Visibility. Alerting. The risk of missing billable usage is "too damn high."


One of our recurring clients at Cognizant Softvision (fka Devbridge) brought a quite unique problem to our attention.

Through the year, New Relic's Finance team had been enduring a manual process of pulling and assembling data usage through different systems to ensure customers using their services were being billed properly.

Emphasizing this amount of manual work, the team would spend on average 30 hours out of a 40-hour workweek performing this reconciliation process in a single-core Excel instance on tens of thousands of accounts, taking precedence over other activities that were required of them.

To alleviate the issues around this approach, we performed a top-down discovery effort to define an approach to eliminate all issues to begin with. Our team worked to create a solution placing all data from source systems into a single place accessible by all stakeholders in New Relic Finance and Engineering, so that the process could begin to eliminate issues that would require reconciliation in the first place.

Project Outcomes
‣ Discovery readout
‣ Accuracy Metrics dashboard
‣ Contract/Usage analysis webtool
‣ Bulk actions
‣ Data export to XLSX
‣ Product Designer
‣ Worked on product consulting team with business analyst and engineers.
‣ Key role in gathering & defining requirements and delivering designs using New Relic One component library.
Key Tools & Software Used
New Relic One
Microsoft Excel
Something I learned

Trying to solve everything, everywhere, all at once...

Multiple problems stemmed from why users were being billed improperly, but there was a focus on the amount of time spent by Finance on multiple issues.

In our discovery phase we identified the types of issues that Finance team were running into and our larger question was why the team hadn't identified issues for the NR engineering teams to address system-wide. It had turned out that there was an active initiative that had been in place to try and resolve issues - our scope had expanded to provide metrics that would help those teams identify if issues were recurring less often based on changes they deployed.

In an ideal world, we want to provide our clients with the world-saving solution that will swoop in and solve every need possible. However, the world of software development is quite constrained, and we faced multiple issues with delivering a full solution in a quick timeline to address all the needs around this issue. Thus, we used this engagement as a way to deliver what we could at the moment - a set of tools to help alleviate the time finance was taking to address issues in billing.


A handful of things I worked on:

NFTs on Basic.Space
My first project assigned when onboarding was creating functionality to bid for non-fungible token (NFT) artwork on the platform. We debuted NFTs in a partnership with Naomi Osaka, a world-renowned tennis player, and raised $700,000 in profit.
Establishing a design setup on Figma
I entered a small product team who, at the time, had no designers before. I converted their collection of Adobe XD files to Figma and organized production files in category-appropriate folders for the team's use.
UX audit on site functions
My most ambitious work was determining usability issues with the site's main e-commerce functionality, and proposing ways to move forward to increase engagement, customer conversion, and user satisfaction.
Component library for design work
I helped create a component library that would carry specific elements of a webpage design across the entire collection of Figma files. These components carried over to existing and new files as they became relevant.
Sitewide redesign -- from the ground up
When the findings for the UX audit got to higher management, I was then tasked with finding solutions to the usability issues I found. I spent time focusing on fitting items to a 1280px breakpoint and designing elements with conventions to traditional e-commerce approaches.
Creating a new membership program
I helped journey & produce a new program that would incentivize user spending through an entirely fresh rewards system. The program had to be fleshed out to be "canonized" at every customer touchpoint in terms of content and user flows of conversion.

Want to hear more?

I'm happy to chat more about my work at Basic.Space. Send me a ping at if you'd like to learn more!