Case Study: TrueLayer reimagines incident management with incident.io

How TrueLayer has reduced incident admin with incident.io

TrueLayer, a European payments network, needed a better way to manage more than just technical incidents. Their team saw that operational, reputational, and regulatory issues could all affect customer trust and compliance, but these scenarios previously lacked a consistent process. Using incident.io, TrueLayer extended incident management beyond SRE and engineering work to cover a broader range of reactive issues.

With incident.io, TrueLayer centralized incident logging, ownership, communications, follow-up actions, and reporting in one place. The result was faster resolution, clearer accountability, better visibility for leadership, and improved support for regulatory needs such as SLA reporting. incident.io helped TrueLayer bring order to non-technical incidents and manage them more efficiently across the organization.

TrueLayer

Thomas Lee

Engineering Manager