Razorpay
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Razorpay struggled with PagerDuty’s complexity, which hindered onboarding and incident coordination. High costs and a lack of robust analytics made the tool unsustainable. Additionally, the team faced severe alert fatigue from unprioritized notifications, while manual reporting requirements drained engineering productivity during critical sprints.
Xurrent IMR enabled a rapid migration of 500+ engineers in under a week. The platform introduced smart categorization and precision routing to target alerts to specific experts, reducing noise. Automated analytics replaced manual reporting, significantly streamlining workflows and allowing engineers to focus on resolution.
Razorpay Reduces Incident Management Costs by 60% with Xurrent IMR
Razorpay is a leading fintech firm in India, processing over 3 billion transactions annually for millions of businesses. Operating at this massive scale requires robust infrastructure to ensure seamless payments and data protection. However, the team encountered significant friction with their previous incident management tool, PagerDuty. As the organization grew, the legacy tool became overly complex and expensive to maintain, creating operational bottlenecks rather than solving them.
One of the primary issues was the steep learning curve; the system was so complex that it became daunting for new team members to onboard, making it difficult to coordinate incidents effectively across large, growing teams. Additionally, the pricing plans of the previous provider were becoming a major concern, with costs that were increasingly unjustifiable relative to the features and value being offered.
The operational toll was equally heavy. The team suffered from severe alert fatigue due to high volumes of unprioritized alerts, which led to decreased developer productivity and morale during critical sprints. Furthermore, the lack of robust, built-in analytics meant that analyzing past incidents or generating reports required significant manual effort, diverting valuable engineering time away from innovation.
Seeking a more scalable and user-friendly partner capable of handling high-velocity incident response, Razorpay migrated to Xurrent IMR. The transition was remarkably seamless—Razorpay migrated their entire team of 500-600 engineers and over a year's worth of historical data in less than a week.
Upon adoption, Xurrent IMR streamlined Razorpay's workflows through several key capabilities:
- Smart Categorization: The team now utilizes Xurrent’s tagging system to categorize alerts by severity, allowing them to prioritize critical issues and minimize distractions.
- Precision Routing: Smart alert routing ensures that the specific engineer responsible for a service is notified, rather than broadcasting alerts to the whole team.
- Automated Analytics: Built-in analytics eliminated the need for manual reporting, saving engineers time and allowing them to focus on core resolution tasks.
The results of this strategic shift were immediate. Razorpay achieved a 60% reduction in incident management costs and a significant reduction in alert noise. By optimizing their tooling and eliminating manual overhead, they improved engineering efficiency by 25%, proving Xurrent's ability to handle internet-scale loads.
