AEO Transforms Its Incident Management With PagerDuty Customer Success

Shopping for jeans online often involves considering fit, style, and practicality, but rarely do consumers think about the intricate digital transformation that supports such seamless transactions. American Eagle Outfitters (AEO), a prominent retail brand, has significantly enhanced its digital operations under the leadership of Matt Kundrat, Senior Manager of Production Support, who joined the company in 2012. Faced with challenges like inefficient alert systems and segmented communication, AEO embraced PagerDuty to centralize and streamline incident management, ensuring that the right personnel are informed and issues are resolved swiftly. This shift improved work-life balance for the team, reduced alert fatigue, and enhanced communication across the organization. The implementation of PagerDuty has allowed AEO to maintain its strong online presence and continue its growth by efficiently managing customer-impacting issues and optimizing digital operations.