FreeWheel Case Study on Alert Noise Reduction

This case study details FreeWheel's implementation of BigPanda Alert Intelligence to address significant operational challenges related to alert management. FreeWheel faced an overwhelming volume of daily alerts, averaging 15,000, which resulted in high operational costs and inefficient incident response processes. The existing manual triaging of alerts led to an average mean time to respond (MTTR) of 25 hours per incident, further complicating cross-team collaboration due to a lack of integration between ticketing and communication tools. The introduction of BigPanda Alert Intelligence allowed FreeWheel to clean and unify their observability data, enriching alerts with contextual information. As a result, FreeWheel achieved a 90% reduction in email alerts, decreasing the number from 15,000 to 1,500. Additionally, the MTTR was reduced by 78%, dropping from 25 hours to 5.5 hours per incident. This transformation has enabled FreeWheel's response teams to focus on critical issues, improving overall operational efficiency.