Case Study: BukuWarung achieves 83% faster response times with PagerDuty

PagerDuty Helps Fintech BukuWarung Reduce Response Time by 83%

BukuWarung, the Indonesian fintech and all-in-one financial app for MSMEs, needed a better way to monitor its growing payments business and avoid service disruptions. Its manual incident response process depended on customer complaints and Slack coordination, leading to slow first response times of about one hour and blackouts twice a month. PagerDuty helped BukuWarung implement a more reliable incident management solution with on-call coverage and escalation policies.

PagerDuty integrated with BukuWarung’s systems, including Datadog and Slack, so incidents could be routed to the right engineer in real time and responders could act faster. As a result, BukuWarung reduced first response time by 83%, cutting it to as low as one minute and no more than 10 minutes, while eliminating blackout states and improving team efficiency and peace of mind.

BukuWarung