Case Study: BetterCloud achieves enterprise-grade reliability and zero repeat incidents with Blameless

BetterCloud Reduces Customer Churn by 10% and Everyone Uses Reliability Data from the Board Down

BetterCloud, a B2B SaaS IT operations management company with 370+ employees and 120+ engineers, faced unstructured incident processes, role ambiguity, missing documentation, and a lack of meaningful reliability data that harmed customer experience and company culture. To modernize incident response, BetterCloud adopted Blameless’s incident management solution, including the Blameless UI and a custom Reliability Insights dashboard.

Blameless implemented a single source of truth with in-chat tagging, reporting, and a board-ready Reliability Insights dashboard, turning incident response into a company-wide reliability practice. Using Blameless, BetterCloud achieved measurable impact: 10% churn reduction, 0 repeat incidents, 2 hours saved per retrospective, faster and more frequent customer communication, higher NPS, and engineers who now engage positively with the IM process.

BetterCloud

Stephen M. Dick

Vice President Cloud Engineering and Optimization