Case Study: Mailbird achieves proactive incident response and zero downtime with Squadcast

How Mailbird upgraded its reactive incident response to a proactive process across time zones

Mailbird, an all-in-one Windows desktop email client with more than 3 million downloads, needed a better way to manage incident response across a globally distributed team. The company struggled with on-call scheduling across multiple time zones, limited visibility into roster gaps, alert fatigue from unclear severities, and ineffective escalation policies.

Mailbird implemented Squadcast to centralize on-call scheduling, route alerts based on severity, and improve escalation ownership with a more metric-driven incident response process. With Squadcast, Mailbird reported streamlined on-call schedules, reduced alert fatigue, improved collaboration, and downtime minimized to nil while tracking MTTA and MTTR to support a proactive approach to reliability.

Mailbird

Jose Lopez

Lead Growth Engineer