Case Study: Bold reimagines incident management with Incident.io

How Bold Commerce is reimagining the definition of incident management with incident.io

Bold Commerce, a global checkout platform provider, needed a more reliable and organized way to manage incidents and fast-moving operational work. Before incident.io, teams coordinated via scattered Slack channels, making it difficult to respond consistently to incidents, Black Friday readiness, product launches, security issues, and maintenance events.

With incident.io, Bold Commerce standardized workflows for incident response and expanded the platform into a broader collaboration tool for security incidents, tiger teams, planned maintenance, and launch coordination. The result was faster response, better documentation, and clearer follow-up tracking, with automation for high-stakes events like Black Friday paging leadership via PagerDuty; while the case study doesn’t cite hard metrics, Craig Kinloch-Melia said incident.io was “so much better” than their old process and improved speed, visibility, and peace of mind.

Bold

Craig Kinloch-Melia

Head of Technology