Case Study: Wehkamp (Netherlands' largest e‑commerce retailer) slashes downtime and boosts incident ownership with PagerDuty

Wehkamp Creates Shopping Magic Using PagerDuty

Wehkamp is the Netherlands’ largest e‑commerce retailer (128M visits/year, 1.7M regular customers, >7M shipments annually) with a 200+ person IT organization. As the company expanded globally in October 2014, costly downtime during peak periods and slow incident resolution—exacerbated by an inflexible SMS alert system that funneled everything to a single on‑call engineer—threatened revenue (daily turnover €2–2.5M) and customer experience.

By adopting PagerDuty to manage on‑call workflows and proactively route alerts to the right engineers (with a mobile app for greater flexibility), Wehkamp sharply reduced incident‑resolution times and eliminated costly downtime. The platform drove ownership, team confidence, and improved operational reliability, letting engineers focus on innovation and delivering consistent “magic” shopping experiences.

Wehkamp