The client was a national franchise network with a robust e-commerce program, generating over 23 million users sessions/month. The DORIAN Group had previously worked with the client to implement a comprehensive Unified Platform Monitoring system for their operations. New observability tools allowed greater transparency into platform defects and outages, which exposed an opportunity to optimize the client’s incident triage processes.
Prior to the project, the client primarily utilized a reactive incident response process: incidents were reported by customers or stores, then repaired with ad hoc solutions and teams based on a manual on-call assignment process.
The client worked with The DORIAN Group to implement an incident resolution solution that would:
The primary goal was to resolve incidents quickly by alerting the right team members for each incident and implementing a smooth resolution process.
With a deep understanding of organizational requirements and structure, The DORIAN Group worked with the client to select their chosen solution: PagerDuty. A platform for operations management, PagerDuty ensured the right team members quickly responded to each incident. The DORIAN Group managed the scoping, development, and implementation process.
With PagerDuty, the client’s new comprehensive triage process was built as follows:
Teams across the organization could now work quickly and collaboratively to resolve incidents faster. The PagerDuty implementation ensured that the right team members were brought onto each incident, and visibility was maintained all the way through resolution.
A new blameless port-mortem process allowed the customer to become more agile, iteratively improving their operations through every new incident process.
With these new tools in place, the customer immediately saw results: a 60% reduction in MTTR, measurable customer satisfaction improvements, and reduced operational downtime.