Case Study: Simple achieves excellent customer experience and faster incident response with PagerDuty

Simple Providing an Excellent Customer Experience with PagerDuty

Simple is a branchless bank that combines innovative technology, clean UX, and behavioral economics to help customers spend smarter and save more—serving over 100,000 customers, processing $1.7B in annual transactions amid rapid growth. The challenge was to maintain an excellent, 24/7 customer experience as the company scaled: remove noisy alerts that don’t affect customers, make on-call responsibilities universal across non-technical teams, and ensure fast, coordinated responses when customer impact or fraud risks occur.

Simple integrated Sensu monitoring with PagerDuty and rolled PagerDuty out company-wide, giving teams personalized escalation policies and notification methods (email, voice, SMS, push). By routing only customer-impacting incidents to on-call staff and training non-engineers to use the same toolset, Simple reduced unnecessary wake-ups, improved response times for security and outage events, and strengthened cross-team collaboration—helping preserve a high-quality customer experience as the business grew.

Simple

Will Maier

Director of Operations