Case Study: Picnic achieves faster, more reliable incident response with incident.io

Picnic migrates in two quarters with incident.io

Picnic, an Amsterdam-based online grocery service, operates a hybrid business model combining digital technology with physical operations. Their fragmented incident management process, which used a disconnected combination of an internal tool and PagerDuty, created inefficiencies and a lack of standardization. This was a critical challenge for a company where any delay could significantly disrupt the delivery of fresh groceries to customers. They needed a unified solution to coordinate cross-functional response between tech and operational teams.

By implementing incident.io's Response and On-call products, Picnic achieved a unified incident management platform. The solution was rolled out across tech, operations, and business teams over two quarters, fully replacing their previous tools. The results included faster, more reliable incident handling, a reduction in the number and impact of incidents, and improved cross-functional collaboration. This has set the foundation for Picnic to build structural technical resilience with the ultimate goal of preventing customer-impacting incidents altogether.

Picnic