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Tailored to your organization for smarter incident management
Confident, autonomous teams guided by automations
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Build customer trust even during downtime
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Streamlined incident management for complex companies
Run incidents without leaving Slack
Tailored to your organization for smarter incident management
Confident, autonomous teams guided by automations
Learn from insights to improve your resilience
Build customer trust even during downtime
Connect everything in your organization
Streamlined incident management for complex companies
With incident.io, Pleo has been able to drastically improve how they communicate during incidents, leading to more efficient response processes and less downtime.
Pleo is a spending solution designed for forward-thinking teams. Their smart company cards empower thousands of businesses across Europe
As one of the fastest-growing startups in the financial services sector, Pleo had a lot to lose by missing the mark on incident response.
Responsible for safekeeping troves of sensitive customer data and navigating the complexities of dealing with bad actors left and right, Pleo had to ensure that the new incident management solution they adopted not only hit the mark but exceeded it.
Their existing in-house response solution was becoming particularly problematic, especially when several incidents were happening simultaneously. Here’s what they were looking to solve:
One of the most impactful changes for Pleo has been the implementation of Workflows, which allows responders to automate several key parts of the incident response process.
“It acts as the backbone to our processes and procedures and lets us automate many things,” says Gough. “With it, we can ensure that any necessary response actions, for example, getting the right people into the response channel, is done without human intervention.”
Communication has also seen a vast improvement thanks to the intuitiveness of incident.io’s interface. “It's easier to spin up a Slack channel than to sit and parse a thread of information, which is what we were doing with our in-house tooling,” says Gough.
Before incident.io, Pleo’s in-house solution made even declaring incidents an exercise in frustration.
But thanks to the intuitive and design-forward nature of incident.io’s declaration and response workflows, Pleo lowered the bar for what constitutes an incident. Now, the response declaration process isn’t solely on engineers—it’s a company-wide responsibility.
“In the process of implementing incident.io, we went through an exercise of refreshing our definition of what an incident was. We asked ourselves: 'What categories of incidents do we care about? How do we handle incident severities?'”
With incident.io, they not only answered these questions but also optimized for them as well. “Ultimately, it's reduced the barrier to entry for starting or declaring an incident. It's giving us a platform to say, ‘We're investing in declaring more incidents.’"
For Pleo, the post-incident process was one of the most crucial. But it was being held back by a highly manual process of documenting critical data points like incident timestamps, making meaningful learning impossible.
“Postmortems were all written by hand, which was incredibly time-consuming.”
With incident.io’s Insights dashboard, Pleo could lean on a single source of truth for the metric they cared about most without the manual overhead.
“The insights helped us identify the areas we needed to focus on to reduce our mean time to recovery, which was a huge plus for our team.”