Thrive Learning is a modern Learning Management System (LMS) used by over 400 organizations and millions of users worldwide. Founded five years ago, Thrive combines compliance training, analytics, and personalized learning experiences in an innovative, AI-powered platform. Rapid global growth means reliability and responsiveness are critical for maintaining trust among their expanding customer base. With a strong belief that customer success is inseparable from product excellence, Thrive continually evolves its platform to meet user needs with speed and reliability.
Challenges before incident.io
As Thrive Learning continued to grow rapidly, its incident management process began to show signs of strain and benefit from further optimization.. The team relied on multiple disconnected tools, including PagerDuty for alerts, a chat tool for real-time communication, documents for tracking incident details, New Relic for monitoring, and Jira for managing follow-ups. This process led to inefficiencies:
- Mobilization delays: Engineers initially spent time setting up communication channels and preparing documentation, which postponed the direct response to incidents
- High administrative overhead: Incident managers manually tracked and followed up on action items.
- Limited insights: Siloed data made identifying recurring issues and learning from incidents challenging.
Before incident.io, we had a manual process. Spinning up incidents was inefficient, which slowed us from resolving the issue. Leigh Darlow, Head of Live Service
Why Thrive Learning chose incident.io
Thrive Learning required an integrated solution to streamline incident response, reduce administrative burdens, and enhance collaboration. incident.io quickly emerged as the clear choice during their evaluation due to:
- Easy and rapid implementation: A successful two-week trial convinced the team of its immediate usability.
- Integrates with everything: incident.io easily integrates with their existing tools like New Relic and Jira.
- Automation and AI features: Automated workflows, AI-driven incident summaries, and follow-up suggestions reduced tedious administrative tasks.
- Significant cost savings: incident.io was substantially more cost-effective than their previous solution.
We quickly realized incident.io covered most bases and was more economical and easier to set up than our existing solutions. After our trial, we just turned off our previous tools and haven’t looked back since.
Implementation and adoption
Thrive Learning’s rollout of incident.io was efficient and straightforward, taking only one month from trial to full adoption:
- Proof of concept (2 weeks): Configured incident.io to replicate and improve upon their existing incident workflows, immediately demonstrating clear benefits.
- Parallel run (2 weeks): Used incident.io alongside their previous process to confirm reliability, resulting in a smooth transition.
The simplicity of the implementation and rapid adoption by non-technical teams were unexpected benefits, immediately enhancing cross-company collaboration during incidents.
Results
Since adopting incident.io, Thrive Learning has dramatically improved its end-to-end incident management process:
- ✅ Faster team mobilization: Automated incident channels and alerts have drastically reduced response times.
- ✅ Reduced administrative overhead: Automated status updates, timelines, and follow-up reminders eliminate manual paperwork, resulting in a more streamlined workflow.
- ✅ Proactive incident reporting: Teams now raise more incidents earlier, preventing issues from escalating to customers.
- ✅ Enhanced collaboration: Teams across Engineering, QA, DevOps, and Customer Support actively engage and contribute during incidents.
- ✅ Greater insights and trend analysis: Centralized data makes recurring issues easy to identify and prevent.
According to Leigh, the cultural shift around incidents was one of the most powerful changes:
incident.io made it so easy to declare incidents that more people proactively raise them. We’re catching problems before they become customer-impacting issues. It’s faster, collaborative, and has transformed our whole approach.
By implementing incident.io, Thrive Learning transformed its incident management into a responsive, proactive, and collaborative operation, positioning itself well for continued global growth and platform reliability.
