Case Study: KnowBe4 reduces incident response time with Rootly

KnowBe4 cuts incident resolution time by 40% with Rootly

KnowBe4, a security awareness training company, faced challenges with an unstructured and high-pressure incident response process centered around a chaotic Slack channel. This led to unclear ownership, fragmented communication, and significant manual coordination effort, slowing down resolution times. They sought to replace PagerDuty and implement a more systematic approach with Rootly's incident response platform.

By implementing Rootly, KnowBe4 automated the creation of dedicated incident channels, role assignment, and integration with Jira for tracking. The solution from Rootly transformed their process into a repeatable system, which reduced time to resolve incidents by over 40% and increased retrospective completion rates to 90%. This resulted in less coordination overhead, built-in accountability, and a more mature incident culture.

KnowBe4