Case Study: Monzo improves customer experience and on-call health with PagerDuty

Monzo Banks on PagerDuty to Improve Customer Experience

Monzo, the UK-based digital mobile bank with over one million customers, needed to keep its banking app available 24/7 with no downtime while responding instantly to customer-impacting incidents. As a fast-growing financial services company, Monzo turned to PagerDuty to help its engineering teams manage urgent operational issues and maintain a world-class customer experience.

PagerDuty integrated with Monzo’s Prometheus monitoring setup to centralize alerts, improve visibility into system health, and speed up mean-time-to-action and mean-time-to-resolution. PagerDuty also supported an on-call shadow program that expanded the rotation from 4 to 16 people, reduced burnout, and kept no one from leaving the rotation after implementation.

Monzo

Christopher Evans

Platform Team Lead