Before implementing PagerDuty, Picnic faced challenges around ensuring accountability and load balancing work streams between the operations and the engineering team. There was no solution in place that tied full-stack infrastructure visibility with a system of accountability as well as collaboration tools, to ensure that issues were acknowledged, prioritized, and remediated in real time. The teams had to be available to monitor the system at all times — a costly and time consuming challenge. Picnic leveraged Slack for internal notification but it wasn’t standardized across the company’s on-call resources. It was critical for them to implement a solution that their on-call teams could standardize on and which could reach them 24/7/365.

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