Case Study: Loblaw Companies Limited achieves faster incident resolution and stronger service ownership with PagerDuty

Loblaw Partners With PagerDuty to Implement Full-Service Ownership

Loblaw Companies Limited, Canada’s largest retailer, needed a better way to manage growing service complexity as online and mobile demand surged. Its traditional, siloed IT model lacked clear ownership and made incident response slow, which increased outages and MTTR; Loblaw turned to PagerDuty as part of its move toward full-service ownership and cloud-based operations.

PagerDuty helped Loblaw implement team-based incident ownership, customized escalation policies, and blameless postmortems across its services. With PagerDuty, Loblaw cut incident resolution time from hours to under 15 minutes, improved developer productivity and retention, and increased executive confidence in system reliability.

Loblaw Companies Limited

Jaspal Sawhney

Senior Director