A fast-growing B2B2C software company already had Jira’s summarization turned on—but it wasn’t enough. The VP of R&D still had to jump into Jira, chase context across related tickets, and manually connect the dots, burning valuable time while risking customer reputation if small incidents escalated into end-user outages. The team was still losing hours to navigation and missed key signals like approval trails and linked issues needed for fast, confident decisions.
The Challenge
Operating in a high-stakes environment where platform reliability is paramount, the VP of R&D faced two distinct hurdles regarding operational efficiency and production stability:
- Ticket context was expensive to gather: Even with Jira’s built-in ticket summarization, the VP of R&D still had to click through tickets, comments, and artifacts to understand what happened and what mattered—especially across related tickets and approval trails.
- Customer-visible issues could escalate before the team knew: The team needed to ensure 100% uptime, particularly during critical business moments. Relying on end-users to report bugs was not an option; they needed to detect issues the moment they occurred, not days later.
The Solution
The company deployed Strudel to augment their workflow with intelligent summarization and proactive monitoring.
Strudel Jira summarization (with deeper context)
Strudel accelerated ticket understanding by:
- Summarizing related tickets, not just a single issue.
- Pulling in signals Jira summarization didn’t cover, such as who approved tests and who approved code, to speed up decision-making.
- Removing the need for manual digging inside Jira to piece the story together.
“This feature is much more important than the Jira summarization.”
Proactive issue monitoring
Strudel proactively flagged a production issue and delivered actionable context in a dedicated monitoring channel:
- The Incident: Strudel alerted the engineering team to a series of “Couchbase out of memory” errors, including full stack trace details.
- The Action: Because the alert was immediate and detailed, the team identified it was related to a recent release. The Dev team confirmed the issue and increased memory size immediately.
- The Impact: The issue affected all clients, but was fixed before a single client complained. This was crucial as the company had onboarded a major strategic client only 24 hours prior.
- Bonus Discovery: The monitoring channel also caught a secondary, non-fatal error that would have likely gone unnoticed without Strudel’s granular alerting.
Strudel is the first to know that something is wrong in production.
The Result
Time savings for leadership
- Estimated savings: ~5 minutes per ticket (less Jira navigation + faster comprehension)
- At ~10 tickets/day, that’s ~50 minutes/day
- Equivalent to ~5–6 hours/week of reclaimed VP of R&D time
Faster detection and resolution of production-impacting issues
- Identified a customer-impacting production issue before clients complained
- Reduced time-to-triage by providing immediate, high-signal context (error sequence + stack traces)
- Protected a critical moment: the company had onboarded a new client the day before, making proactive resolution especially important
Visibility into “non-fatal” issues that still matter
Beyond the primary incident, the team also surfaced another issue they “would have never found” without the monitoring channel—because it wasn’t fatal enough to trigger their usual attention.
For B2B2C companies, the biggest risk isn’t just outages—it’s learning about them from customers. Strudel helped this team shift from reactive fire drills to early detection, faster diagnosis, and fewer executive interruptions.