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UNLOCKING THE VALUE OF EMBEDDED OBSERVABILITY AT LATCH
ABOUT LATCH
Latch is reimagining the modern buildings of today and driving evolution that
make Latch enabled spaces better places to live, work & visit. Latch delivers a
building-wide system designed to help property managers, residents and third
parties (e.g., guests, couriers, service providers) seamlessly experience the
modern building through integrated products, software and services. More than
one in ten new apartments in the U.S. were being built with Latch products, with
multifamily buildings in more than 35 states featuring Latch solutions and
supporting millions of unlocks per month. www.latch.com
Download PDF
COMPANY PROFILE
* Industry: Access Control
* Location: New York City
* Chipset: PSoC6 (Latch Lens)
* Operating System: FreeRTOS
* Connectivity: Bluetooth Low Energy
BENEFITS
* More robust observability without increasing engineering overhead allowing
Latch to scale for rapid growth
* Improved issue detection and resolution time leading to better customer
experiences
* Reduced onsite technician visits and customer support calls
CHALLENGE
Latch values security and efficiency in their award-winning smart access
products making device reliability and performance top priorities. Latch ships
firmware updates at a regular cadence to ensure new and improved customer
experiences, as well as enhanced reliability and security, are available to
their customers.
When Latch decided to build a new keyless product that demanded higher levels of
reliability, they realized they would require better monitoring capabilities for
their devices in the field. The battery-level metrics collected from their
mobile app that they had in place for the previous device would not be robust
enough. Firmware engineers had very little visibility into device data, and
product managers lacked fleet-wide metrics to report and forecast device health.
Latch realized they needed to expand visibility into their new devices and
transform their issue discovery, debug and resolution flow.
“Memfault gives us the hard data to be confident in the reliability of our
firmware and proactively take action, resolving issues before our users are
impacted. These real-time device-level metrics and alerts have streamlined
engineering processes and improved the overall health of our devices immensely.”
RAMAN THAPAR
VP of Engineering
SOLUTION
With the desire to focus on their core, Latch decided to look externally for
remote monitoring capabilities to empower firmware engineers and product
managers to maintain the health of their device fleet more efficiently.
After researching external solutions, they found that Memfault’s range of
capabilities far out-performed others options in the market. Memfault offered
Latch twenty times more visibility into their fleet, helping them collect over
100 events per device, a vast improvement on the previous solution. As an added
bonus, they no longer need to commit valuable engineering resources to maintain
and improve an internal solution. With Memfault, Latch can proactively identify
issues, remotely collect all the needed information to quickly debug, and then
push out a fix before a customer ever notices the problem, inevitably reducing
the total number of customer support cases and leading to more positive customer
experiences.
“The Latch firmware team uses Memfault on a daily basis: both to proactively
monitor for issues in the field and to actively debug issues occurring in our QA
and alpha environments. Generally, when a firmware-related issue is reported
from the field, we already know about it due to Memfault data and can use
Memfault to quickly start digging in to get more context to jumpstart our
debug.”
TYLER WICKENHAUSER
Firmware Manager
RESULTS
By partnering with Memfault, Latch has reduced the number of support calls,
caught bugs that would have only been found at scale, and fixed issues that
impacted customer experience.
Memfault enabled Latch to adopt a more proactive approach to solving bugs,
helping them decrease the number of required site visits to solve customer
complaints and increase customer happiness. Latch used Memfault data to reduce
their worst-case NFC and Capsense scan time by over 80%. If a device experienced
the worst case, its battery life would be reduced by about 50% compared to a
device that had never experienced this condition. The root cause was due to
environmental conditions that were difficult to reproduce on the bench, which is
why Latch could not see it in testing and only caught it once it hit the field.
Without Memfault’s data from devices in the field, Latch could not have 100%
confidence that their solution would work in all environmental conditions.
Memfault facilitated an ideal monitoring closed loop of detection, debug, fix,
deployment and validation.
As an innovative technology leader, Latch understands the importance of
continuously releasing new firmware updates giving their customers the best
product that gets even better over time. By partnering with Memfault, their team
can now see that their updates are improving the devices by comparing the same
metrics across different versions. For example, by monitoring the amount of time
the CPU is active, they can see a decrease across the fleet in each firmware
version which helps extend the battery life of the product.
“Without Memfault in place, we would not have noticed capacitive sensing issues
until a year or so later when users would have to replace their battery faster
than we modeled.”
SAM FRIEDMAN
Staff Firmware Engineer
Using Memfault instead of developing a home-grown solution, Latch dramatically
improved fleet observability while saving the cost of creating, maintaining and
scaling an internal system across their firmware and cloud teams. Memfault
helped Latch gain visibility into their device fleet while saving time and
resources by dramatically reducing the need to go on-site for debugging,
allowing them to quickly catch and fix crashes they otherwise might not have
seen. Since integrating Memfault into their firmware, Latch has sped up issue
resolution and improved their release management, creating more reliable
products and customer experiences.
Learn more about Latch.
BUILD MORE RELIABLE DEVICES NOW
Whether you're releasing a new security access system or a smart watch, you can
reduce risk, ship products faster, and resolve issues proactively by
implementing Memfault during development.
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