How Doctolib transformed incident management with automation
Doctolib supports 400,000 health professionals and 80 million patients across Europe (2025). Its Customer Care Performance team used Mindflow to connect PagerDuty, Jira, Slack and Dust, so incident updates take 3 minutes, not 30.
KEY RESULT
−90%
average communication delay, from 30 minutes to 3
Health tech
PagerDuty · Jira · Slack · Dust
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THE CHALLENGE
During an incident, information traveled by hand from PagerDuty to Jira to Slack, across Incident Management, Product Support and Customer Care. Any new automation tool also had to meet Doctolib’s security standards, especially to protect medical confidentiality.
WHAT CHANGED
From October 2024, Régis Leclerc built the flows himself on a security-approved workspace. One keyword opens the Jira incident epic and alerts Customer Care in France and Germany; a daily Dust briefing summarizes critical bugs in Slack.
INSIDE THE FULL STORY
The incident dispatcher, step by step
How a daily bug briefing stays governed
The results, measured before and after
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KEY TAKEAWAY
“It lets me control what information I send, and where. […] It lets me filter, to be both the proxy and the sieve.”
Régis Leclerc, Senior Performance Lead, Doctolib
