Case Study: American Eagle Outfitters achieves unified incident management with PagerDuty

American Eagle Outfitters Taps PagerDuty to Transform Incident Management

American Eagle Outfitters (AEO), a global retailer with 1,000+ stores, 40,000 associates, and digital channels spanning websites, mobile apps, and order management systems, was struggling with a fragmented incident management process. Its teams relied on multiple alerting, ticketing, and monitoring tools, with alerts funneled into a single inbox and no clear on-call workflow, making it hard to respond quickly and consistently.

PagerDuty helped AEO standardize alerting and notification while allowing teams to keep using their preferred tools through more than 200 integrations. With PagerDuty, AEO unified incident management across about 200 responders, improved visibility and response times, enabled follow-the-sun support, and reduced alert noise so employees were only paged when immediate action was needed. The result was better coordination, stronger business communication, and improved work-life balance for staff.

American Eagle Outfitters

Matt Kundrat

Senior Manager of Production Support