Case Study: Groupon achieves reduced alerting noise and improved engineering productivity with PagerDuty

Groupon Improving Reliability So Customers Can Buy Anything Anytime Anywhere

Groupon, a large global e-commerce platform connecting consumers and 650,000+ merchants across 48 countries, faced growing operational complexity as it scaled: siloed teams, multiple monitoring tools (including New Relic and in‑house systems), and an incident workflow that didn’t deliver consistent, real-time notifications—creating alert noise and making it hard to meet internal SLAs for availability.

Groupon adopted PagerDuty to centralize and filter alerts, add multi-channel notifications (voice, SMS, push, desk phones), and give users control over their contact preferences; integrations with Nagios and HipChat further streamlined workflows. The result was reduced alerting noise, clearer incident visibility across 20+ teams with a single source of operations information, improved SRE and engineering productivity, and more time to focus on projects rather than routing issues.

Groupon

Connie-Lynne Villani

Senior Manager