Case Study: Agero achieves faster incident response and reduced MTTR with Blameless

Agero’s Incident Management Is “Invincible” with the Help of Blameless Automation

Agero, a large provider of white‑label roadside assistance and accident management solutions, faced inconsistent and labor‑intensive incident management across two engineering groups and fragmented reporting. To address this, Agero adopted Blameless’ incident management platform and automation to standardize processes across teams and tools like PagerDuty, Slack, and JIRA.

Blameless implemented guided, automated incident workflows—handling on‑call scheduling, role assignment, communications (including the CommsFlow capability) and integrations—eliminating much of Agero’s manual toil and making rollout fast and intuitive. As a result, Agero simplified incident severity levels (from five to four), trained 200+ engineers on a single IM process, and—per Blameless Reliability Insights—reduced MTTR, with business leaders reporting clear value from the Blameless solution.

Agero

Ethan Cohen

Senior Manager, SRE