BookMyShow Enhances Incident Response by 90% with Zenduty

BookMyShow is a leading online ticketing platform in India. They help millions of users book tickets for movies, plays, concerts, and more. But imagine the frustration when the website crashes or slows down during major events. These issues not only affect BookMyShow's bottom line but also frustrate users eagerly awaiting their experiences. To keep things running smoothly and maintain uptime, BookMyShow chose Zenduty as their incident management solution.

MILESTONES

Enhances Incident Response with Zenduty

Industry

Entertainment

Our onboarding process with Zenduty was incredibly smooth. Their ongoing support has been fantastic, and we’re satisfied with the service overall. Zenduty has become a valuable partner in ensuring BookMyShow maintains its highest level of reliability.

The Requirement
BookMyShow was looking for a way to streamline its incident management process. They wanted an incident management tool that could:
- Distribute critical issue alerts based on predefined escalation procedures
- Fully integrate with existing monitoring tools and external legacy applications
- Anticipate potential issues before they impact services
- A solution capable of handling the dynamic scaling requirements of their evolving cloud environment
Where Zenduty Steps In
- BookMyShow relies on Zenduty to monitor critical external services, minimizing alerts for internally managed systems
- External services resolve themselves without escalation, preventing alert fatigue
- A user-friendly interface and seamless tool integration allow the team to address incidents quickly
- On-call analytics saved developer hours and improved MTTA and MTTR
What was the Result
- 50-60% improvement in Mean Time to Acknowledge (MTTA)
- 80–90% improvement in Mean Time to Resolve (MTTR)
- Alerts are routed to the responsible engineer, eliminating a single point of contact

Zenduty cuts unnecessary noise! We now receive actionable alerts and our team proactively communicates changes, further reducing unnecessary notifications. This targeted approach has reduced compared to our previous approach.

BookMyShow

Shabbir Shaikh

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E COMMERCE

IndiaMart currently has over 152,000 paying subscribers who make up 95% of the revenue. This makes it very important for the company to deliver an uninterrupted online experience as it directly impacts the subscriber experience and thence the revenue. Our most important KPI is to ensure uptime of our all production websites and without Zenduty, we can not do this. Zenduty plays a vital role in maintaining uptime of our websites by providing alerts timely.

Vinay Singh

DevOps Manager, IndiaMart

FINTECH

Zenduty helps the team keep a track of weekly occurring, re-occurring issues, we design the on-call schedule on the tool to escalate the alerts to the on-call engineer and provide us with a robust interface to manage the incident within Slack, which is our team communication channel. And lastly, the MTTA and MTTR are recorded and visualized on the tool, to help us compare the actual and target numbers for improvements. We are happy to pay for on-call tools because the value this tool adds for our engineers and customers is much higher than the money.

Rohit Khatana

VP of Engineering, Qoala

ENTERTAINMENT

It's a great incident management tool that helps us enable faster and better incident resolution. We have all our critical applications and system alerts configured on Zenduty. We manage end-to-end Incidents on Zenduty.

Mohammed Shabbir S

Technical Support Lead, Bookmyshow

FINTECH

I like Zenduty’s intuitive user experience throughout, be it the web UX, the Android UX, and most of all the Slack UX. We pretty much manage all our incidents from sitting inside a Slack channel and that’s awesome. Other than being a robust product, I found the people providing support are the best. As an operations team lead myself, I understand the day-to-day toil and stress support can cause. The Zenduty team has just always been there, friendly, coolheaded, and ready to take action on anything thrown at them.

Heinrich Roets

Operations Support, Electrum Payments.

TRAVEL

Zenduty has been great so far in terms of delivering meaningful alerts to the right person quickly, which has also improved our uptime significantly. We did not face any challenges with the onboarding, and received great support from everyone in the team - further reducing our friction while moving to Zenduty. The turnaround for most of our requests was super quick and the team was very helpful while resolving our queries!

Atmesh Mishra

Associate Vice President - Platform at Chalo

HOSPITALITY

All (infrastructure downtime) alerts by default go to DevOps receiver … which trigger SMS and a phone call to the concerned on-call developer based on the configuration provided. (Zenduty) ... is pretty intuitive with great support and configuring them with escalation policies is a piece of cake.

Abhay Kumar

Lead DevOps Engineer at Zolo Stays

TECH

Zenduty serves as a command and control center for our DevOps/incident management functions. Over time, we have deployed a whole bunch of monitoring services through AWS, Datadog, GitHub, Monit, Python scripts, etc, and it has become quite a challenge to centralize the alerts and act upon them. Zenduty gives a clean way of pulling together these alerts, classifying them, assigning them, acting on them and then sending out updates.

Anirban Mazumdar

CTO, Urbanpiper

TECH

Easy to configure, intuitive platform that triggers alerts from our monitoring tools such as Datadog, AWS Cloudwatch, GCP, etc, and helps us respond to incidents faster.

Felipe Urbina

CTO, Simpliroute

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