Case Study: a Banking Institution reduces incident response time by 90% with Mattermost

How automating reporting helps a top 3 bank improve MTTR by 90%

The customer, a top three banking institution, faced significant challenges in its incident response process. Their massive, global IT organization used a legacy chat system with ephemeral messaging, which made it difficult to understand, document, and communicate during critical security incidents. This manual coordination was slow and repetitive, severely hampering their response efforts.

By implementing the self-hosted Mattermost platform, the bank gained secure, persistent channels for communication. This allowed distributed teams to collaborate effectively, with new members able to quickly get up to speed using channel history. The solution from Mattermost enabled the bank to reduce its incident response time by 90%, cutting it from 20 minutes down to just 2 minutes, while also meeting strict compliance requirements for data archiving.