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60% Faster Incident Recovery Across 23 Million Monthly Sessions
A national franchise network was managing incidents through customer reports, manual on-call assignments, and ad hoc escalation. The DORIAN Group connected observability data to automated triage and cut mean time to recovery by 60% across an e-commerce platform with more than 23 million monthly sessions.
Client
National Franchise Network
Services
Incident Management
On This Page
The Challenge
Our Approach
The Outcome
The Challenge
New observability tools had made platform defects and outages more visible. They also exposed the limits of the existing response model. Incidents were reported by customers or stores, then routed through manual on-call assignments that depended on someone keeping responder details current.
Without clear escalation paths, the organization could lose time before the right people were connected. The goal was to create a unified triage process that could detect issues earlier, route each incident to the right team, and improve the operating model after resolution.
If there was any issue with our technology, people would have to manually call in and connect with the right person. If the manager or someone forgot to update the number of the on-call responder, the process became extremely inefficient and we had no way to cleanly escalate issues.
Client stakeholder · National franchise network
Our Approach
Start With The Operating Model
The DORIAN Group mapped organizational requirements and the existing tool landscape before configuring a solution. That work clarified the assignment rules, service-specific escalation paths, and integrations needed across the organization.
Route Incidents Automatically
The team selected and implemented PagerDuty. DataDog monitoring supplied incident event data, while PagerDuty used on-call schedules and service-level rules to notify the right responders, bridge calls, and manage escalation.
Learn From Every Incident
After resolution, the workflow initiated a transparent, blameless postmortem. Incident timeline notes flowed into root-cause analysis, giving teams a practical way to improve response with each event.
Assess
Mapped organizational requirements and the existing tool landscape across operations.
Build
Configured PagerDuty with on-call rotations, escalation rules, and ServiceNow, Slack, and Jira integrations.
Automate
Connected DataDog monitoring to PagerDuty for proactive detection and automatic dispatch.
The Outcome
Teams could bring the right people into an incident quickly while maintaining visibility through resolution. Mean time to recovery fell 60%, with measurable customer satisfaction improvements and reduced operational downtime.
The new postmortem process also gave the organization a repeatable way to improve its operations instead of treating each incident as an isolated event.
We were so used to our old processes and it had become difficult to enact real change inside our organization. Having The DORIAN Group bring in a new perspective helped us see everything in a different light. Their leadership and expertise got us to where we are today, and they were able to coordinate tremendous tasks across multiple teams and silos. Our process became automated. It's now so easy to connect people, find the right resources, and automatically escalate.
Client Stakeholder · National Franchise Network