Pine Labs is a leading Indian fintech company that provides hardware, cloud-based software, and prepaid issuing solutions to merchants and banks. Its platform powers in-store point-of-sale systems, online payments, and Buy Now, Pay Later services for businesses across India and Southeast Asia.

• Costly Per-User Incident Management Platform: Pine Labs previously relied on a popular automated incident management platform to convert system alerts into outbound phone calls. While effective, this came at a steep per-user cost, approximately $23/user/month, which scaled quickly across a large on-call team, adding up to roughly ₹25 lakhs annually.

• Opportunity to Optimize Alert Spend at Scale: With a large on-call team needing round-the-clock coverage, Pine Labs saw an opportunity to achieve the same real-time voice alerting outcomes at a fraction of the cost, without compromising reliability.

• Direct Alert Manager Integration: Pine Labs uses Grafana as its core monitoring platform to track internal systems. Grafana's Alert Manager detects when a critical internal system goes down and identifies the designated on-call owner for that specific machine. TeleCMI integrated directly with this existing Grafana Alert Manager setup, eliminating the need to build or maintain a separate monitoring system.

• Automated Voice Alerts via Calling API: Powered by TeleCMI's robust voice infrastructure, the calling API automatically places an outbound call to the identified on-call owner the instant a monitored system breaches its defined threshold or goes down.

• Recorded Confirmation Message: Each triggered call delivers a clear recorded message with issue details, enabling the on-call team to receive critical information immediately by phone rather than through a text notification.

• Meaningful Cost Efficiency: By replacing the previous per-user incident management licensing model with TeleCMI's voice API, Pine Labs brought annual alerting spend down from an estimated ₹25 lakhs to ₹3 lakhs, retaining the same core outcome of fast, reliable voice alerts to the right person, at a significantly lower cost.

“Integration was smooth, APIs are easy to implement, and we haven't faced any uptime issues. Any concerns or queries were addressed promptly with top priority by the PIOPIY team.”

Pine Labs has successfully run this automated voice alerting workflow continuously for more than two years, and it remains a core part of their monitoring stack today. Critical issues reach the on-call team instantly via phone call, and the shift to TeleCMI's API has delivered strong cost efficiency compared to their previous per-user incident management licensing, cutting annual alerting costs by nearly 88% and turning a growing expense line into a scalable, cost-effective part of their infrastructure.