Case Study: Backcountry achieves NOC transformation and faster incident resolution with PagerDuty

Backcountry Delivers Exceptional Customer Experiences Using PagerDuty

Backcountry, a 1,000+ employee outdoor retail company, faced growing pains as an around-the-clock NOC struggled to keep pace with increased traffic and high-stakes seasonal peaks like Black Friday. The NOC’s centralized process often failed to notify all necessary engineers, leaving the company with limited transparency and slower incident response as scale and customer impact increased.

PagerDuty was implemented quickly and with minimal friction, aggregating infrastructure data and giving engineering teams full ownership and visibility into incidents. The result: a transformed, value-driving NOC, faster, more transparent responses, improved system reliability, and preserved revenue and customer satisfaction.

Backcountry

Leo Mata

Manager, Tech Ops