Are Teams Using Your Incident Response Platform During Incidents?
Most incident response products look good in a demo. The real test happens during an active incident.
Most incident response products look good in a demo. The real test happens during an active incident.
Across incident response and DFIR products, we keep seeing the same pattern. When an incident starts, teams gradually move outside the platform to coordinate and make decisions. The platform is still part of the process, but it’s no longer where the response is being managed.
The Caraballo Group works with cybersecurity SaaS companies like BreachRx to improve incident workflows so teams can stay inside the product when pressure is highest. Through that work, we’ve seen that the challenge usually isn’t missing functionality. It’s whether the product supports how people actually work during an incident.
Products Are Judged During Incidents
Security products are often evaluated in demos, but they’re judged during incidents.
When an incident is active, people aren’t thinking about feature lists. They’re trying to understand what’s happening, coordinate with the right people, and make decisions quickly.
That’s why even small amounts of friction matter. If another tool feels faster in the moment, people use it.
The result is that the response becomes fragmented across multiple places, making it harder to maintain context and keep everyone aligned.
Leadership Can’t Always Be At A Desk
One challenge BreachRx identified was that CISOs and executives couldn’t meaningfully participate in active incidents from their phones.
Too busy to get to a laptop, they were missing critical moments. Leadership input came late and important decisions often happened outside the platform.
We helped design and build a mobile experience that allowed incidents to be accessed and managed in real time. The goal wasn’t simply to make the product available on a phone. It was to make it easier for leaders to stay engaged and collaborate while incidents were unfolding.
The result was higher executive engagement and stronger reliance on the product when it mattered most.
Products Get Renewed When Teams Depend On Them
The products that become part of the response process are the ones teams return to every time an incident occurs. Leadership uses them. Security teams rely on them. Important decisions happen inside them.
Over time, that changes how the product is perceived. It stops being another tool in the stack and becomes part of how the organization responds when something goes wrong.
That’s where adoption becomes stickier. It’s where product reliance grows. And ultimately, it’s what makes a product much harder to replace when renewal conversations happen.
The Caraballo Group helps cybersecurity SaaS companies improve product UX and frontend experiences so incident response can happen inside the product instead of around it.
If you’re curious how your workflows compare to what we’re seeing across the industry, we’d be happy to share what we’ve learned. Book a call to get started.