This F500 Retailer is a renowned global apparel brand, with over 200 million registered users worldwide on its digital community.
In an industry as hyper-competitive as retail, every minute counts. Especially during busy seasons such as the holidays, the Reliability Engineering team struggled with the manual toil around incident processes. With Blameless, the team now shaves off hours of manual work per incident, reducing wasted time and friction so the team can keep focusing on the work that matters.
Before Blameless, the team's incident process spanned many disparate tools such as JIRA tickets, Google Docs, and PagerDuty, creating cognitive load and difficulty reporting. Blameless automatically consolidates relevant information across tools, providing critical automation and standardization to scale the team’s situational awareness.
When people see the Blameless incident summary come up, everyone knows what to do. It’s improved the quality and standardization of our communication. The fact that all that data is being collected automatically and organized saves incident response leaders solves a huge pain point.
With Blameless, the team has realized the following business benefits.
Blameless’ reporting language is pretty flexible, so it's been really beneficial for Incident Commanders and leaders, customer happiness, as well as our operations team who are tracking key metrics.
Blameless' integrated tagging and reporting capabilities would have otherwise required us to staff a whole team to build something comparable.