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Udaan found the perfect partner in Squadcast in their journey to deliver super-reliable services

"As a really fast paced growing startup, Squadcast helped us in automated alerting with proper deduplication in place allowing us to reduce bandwidth on figuring out issues and routing them correctly without the alert fatigue."
Soumyadeep Mukherjee
PRODUCT ENGINEER, UDAAN
About Udaan
Industry:  Internet
Location:  Bangalore, India
Udaan, one of the fastest-growing startups to achieve unicorn status in 2018, is a network-centric B2B platform designed specifically for small & medium businesses. Serving large number of retailers across India, Udaan has become the platform of choice for B2B transactions across verticals like electronics, home appliances, lifestyle products, and many more.

To keep things running smoothly, Udaan depends on a multitude of microservices. As their platform grows, user expectations grow in sync which is reflected in the ever-growing number of requests they handle per second, that can run into thousands or even more, at peak load. Even a few minutes of downtime can have a significant impact in terms of their revenue.

Udaan was on a lookout for an SRE platform that could handle multiple integrations and track changes in their complex architecture in real-time, which included a web of interconnected microservices and mobile applications. As Udaan’s infrastructure scaled in complexity, there was a need for an SRE platform that was up to the challenge and which could make the lives of on-call engineers easier.
Challenges and Solutions
Challenges
Ineffective On-call Management: Since alerting, monitoring and issue support were completely owned by different teams, whenever an outage occurred, there was a lag between incident discovery and acknowledgement leading to an increase in MTTR.
Non Existence of Escalation Policies: Their current incident management process did not provide room to set up escalation policies when an incident goes unacknowledged leading to increase in MTTA.
Non Existence of Escalation Policies: Their current incident management process did not provide room to set up escalation policies when an incident goes unacknowledged leading to increase in MTTA.
Alert Fatigue: As Udaan’s infrastructure grew in size, support engineers faced on-call fatigue as multiple alerts for the same incident were sent out.
Manual Alert Forwarding: Udaan had a manual alerting system where support engineers would attempt to call the concerned department. This quickly became impractical with their rapidly growing infrastructure.
Analytics: No metrics in place to measure reliability and team productivity.

Analytics: No metrics in place to measure reliability and team productivity.




Solutions
Better and Easy On-call Scheduling: Automated scheduling enabled quick & accurately routed on-call notifications.


Better and Easy On-call Scheduling: Automated scheduling enabled quick & accurately routed on-call notifications.





Escalation Policies: With Squadcast’s highly configurable escalation policies, it is possible for Udaan to alert specific support engineers depending on the severity of the problem thus reducing MTTA drastically.
Escalation Policies: With Squadcast’s highly configurable escalation policies, it is possible for Udaan to alert specific support engineers depending on the severity of the problem thus reducing MTTA drastically.
Deduplication of Alerts: By automatically combining alerts for the same incident Squadcast dramatically reduced the number of unnecessary alerts.
Deduplication of Alerts: By automatically combining alerts for the same incident Squadcast dramatically reduced the number of unnecessary alerts.
Alert Routing: With smarter routing and diverse notification modes , there is reduction in time to acknowledge since engineers get alerted only on relevant events.

Alert Routing: With smarter routing and diverse notification modes , there is reduction in time to acknowledge since engineers get alerted only on relevant events.


Discoverability of Metrics: Squadcast dashboard provides a quick snapshot of MTTA/MTTR allowing to instantly deduce the volume and the speed at which team is acknowledging and resolving incidents.
Discoverability of Metrics: Squadcast dashboard provides a quick snapshot of MTTA/MTTR allowing to instantly deduce the volume and the speed at which team is acknowledging and resolving incidents.
Key Benefits
Reduced
Alert Fatigue
The deduplication feature within the platform ensures that on-call engineers are not bombarded with similar and/or acknowledged alerts. All alerts from a specific outage are now automatically grouped and routed to the right responder (event tagging).
Detailed Dashboard to
Track Metrics
A feature-rich dashboard allows for a granular view of incidents and responses. Thanks to this, Udaan was able to keep better track of their SLAs. Number of service outages came down by 215% after adoption!
Easy and Flexible
On-call Scheduling
The team is now able to reach the right folks faster with our intuitive and customizable on-call scheduling, conditional routing, and flexible escalation policies.

Outstanding Customer Support
Squadcast’s stellar customer support service helped Udaan to stay on top of critical incidents in real time.
Improved SRE Focus
Udaan is now confident that they can go beyond conventional IT alerting and incident management processes by using Squadcast’s SRE-focused features to enhance their incident response capabilities.
40%
Reduced Alert Fatigue
The deduplication feature within the platform ensures that on-call engineers are not bombarded with similar and/or acknowledged alerts. All alerts from a specific outage are now automatically grouped and routed to the right responder (event tagging).
4x
Detailed Dashboard to Track Metrics
A feature-rich dashboard allows for a granular view of incidents and responses. Thanks to this, Udaan was able to keep better track of their SLAs. Number of service outages came down by 215% after adoption!
33%
Easy and Flexible On-call Scheduling
The team is now able to reach the right folks faster with our intuitive and customizable on-call scheduling, conditional routing, and flexible escalation policies.
33%
Outstanding Customer Support
Squadcast’s stellar customer support service helped Udaan to stay on top of critical incidents in real time.
33%
Improved SRE Focus
Udaan is now confident that they can go beyond conventional IT alerting and incident management processes by using Squadcast’s SRE-focused features to enhance their incident response capabilities.
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What our customers have to say
Soumyadeep Mukherjee
Product Engineer, Udaan
Squadcast is a leader in Incident Management on G2 Squadcast is a leader in IT Service Management (ITSM) Tools on G2 Squadcast is a leader in IT Alerting on G2
Found the perfect partner in Squadcast in our journey to deliver super-reliable services
As a fast paced growing startup, Squadcast helped us in automated alerting with proper deduplication in place to reduce bandwidth on figuring out issue owners enabling us route them correctly without fatigue. Coming from a monitoring infrastructure background, the journey from an alert to RCA seemed a huge gap in process management and Squadcast is tackling that quite well.
What our customers have to say
Found the perfect partner in Squadcast in our journey to deliver super-reliable services
As a fast paced growing startup, Squadcast helped us in automated alerting with proper deduplication in place to reduce bandwidth on figuring out issue owners enabling us route them correctly without fatigue. Coming from a monitoring infrastructure background, the journey from an alert to RCA seemed a huge gap in process management and Squadcast is tackling that quite well.
Soumyadeep Mukherjee
Product Engineer, Udaan
Learn how your team can up-level incident management
using Squadcast's cutting-edge SRE tools
Learn how your team can up-level incident management using Squadcast's cutting-edge SRE tools
Squadcast - On-call shouldn't suck. Incident response for SRE/DevOps, IT | Product Hunt Embed
Squadcast recognized in Incident Management based on user reviews Users love Squadcast on G2 Squadcast is a leader in Incident Management on G2 Squadcast is a leader in Incident Management on G2 Squadcast is a leader in IT Service Management (ITSM) Tools on G2
Squadcast - On-call shouldn't suck. Incident response for SRE/DevOps, IT | Product Hunt Embed
Squadcast recognized in Incident Management based on user reviews Users love Squadcast on G2 Squadcast is a leader in Incident Management on G2
Squadcast is a leader in Incident Management on G2 Squadcast is a leader in IT Service Management (ITSM) Tools on G2
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Our Product Roadmap is now public. Check it out here!