Case Study: H&R Block reduces developer toil and incident resolution time with Cortex

H&R Block cuts MTTR to under 1 hour with Cortex

H&R Block faced significant challenges with a disconnected toolchain that provided no visibility into service ownership or compliance. This lack of clarity meant developers spent a majority of their time on manual, non-strategic work, leading to slower delivery and burnout. To solve this, they implemented Cortex as their Internal Developer Portal to centralize information and automate workflows.

Using Cortex, H&R Block created a single source of truth for their entire software ecosystem, automating governance and compliance checks. The solution delivered substantial results, including reducing MTTR from up to 24 hours to under one hour and cutting incident acknowledgment to under 10 minutes. Cortex also eliminated several days of manual seasonal prep work and freed seven Program Managers from manual reporting, allowing developers to focus on high-impact, innovative work.

H&R Block