Case Study: Favor reduces MTTR with incident.io

Favor reduces MTTR by 37% with incident.io

Favor, a food delivery service powering H-E-B's statewide network in Texas, faced a significant challenge with its manual and time-consuming incident response process. Coordinating an incident required up to 30 minutes of manual setup before troubleshooting could even begin, leading to lost orders and high-stress communication overload for engineers. This patchwork of tools and human coordination hit a breaking point, prompting them to seek a solution from vendor incident.io and its Response and On-call products.

By implementing incident.io, Favor automated its incident coordination directly within Slack. The solution drastically reduced setup time from minutes to seconds and provided centralized visibility for all stakeholders. The measurable impact was transformative: Favor achieved a 37% reduction in Mean Time to Resolution (MTTR) and a 214% increase in internal incident detection, allowing them to catch small issues before they cascaded into major outages. incident.io fundamentally transformed Favor's operational maturity and how the entire organization approaches reliability.

Favor