Case Study: Avalara achieves faster, more consistent incident response with FireHydrant

Avalara - Customer Case Study

Avalara, a global tax and compliance automation company, needed a more consistent incident management process across its widely distributed engineering teams and applications. With manual incident handling, knowledge silos, and inconsistent tracking, Avalara turned to FireHydrant and its incident management platform, including ICS-based workflows and configurable customer incident response playbooks.

Using FireHydrant Runbooks integrated with Slack, OpsGenie, Jira, and Status Page, Avalara standardized incident response, improved stakeholder notifications, and documented service-specific processes. The result was faster routing of the right people, better training and resilience testing, and stronger incident management maturity — all without adding headcount.

Avalara

Jim Bachesta

Senior Director of Reliability Engineering