Blast Radius
Minutes into an outage: how many merchants, which trades, how much GMV.
The job
Sizes a platform incident from merchants' own messages within minutes, gets an approved status note and merchant update out, tells every merchant who reported it when it is fixed, and gives the post-incident review a finished report instead of a slide deck.
The moment
When the platform's one-time passcode provider starts failing, the app sizes the damage from merchants' own messages, drawn as rings spreading out from the outage.
Fourteen minutes in, 1,340 merchants have reported the problem or are likely hit, with $2.1 million of sales an hour at risk. Most are fashion and perfume stores running evening campaigns.
An update to merchants is approved at minute 18. At minute 70 the fix lands and 1,340 all-clear messages go out.
A merchant's WhatsApp reply "works now" arrives, their dot dims with a tick, and the counter of recovered sales starts climbing.
What it does
- Open an incident
- Post the status note and merchant broadcast
- Escalate to the partner
- Send the all-clear to every reporting merchant
- Send the post-incident report
- Sound an alert on critical events on the TV wall
What you see
Concentric blast rings with GMV at-risk and recovered counters, a bridge wall and an auto-written post-incident report.
What it moves
Minutes from the first merchant report to an approved update, sales at risk for each hour of an incident, and the share of reporting merchants told the all-clear.
Built for
- Contact-centre operations
- Operations
- Partners & ecosystem
