The Challenge
Having no system to manage incidents and register alerts strained the team’s operations: if an alert was missed, the customer had to call again, and if missed again, call again. When SLAs were in place, fees had to be covered. Far from being in an ideal scenario, scaling the service was not possible, nor tracking alerts for future improvement.
The Solution
There was a pressuring need to adopt an end to end incident management solution. Thus, various solutions were considered, and the winner was ilert.
Winning points included ilert's intuitive experience and competitive pricing.
The Results
By implementing ilert - an end to end incident management solution for alerting, on-call management and status pages - the team has:
- Achieved faster response times
- Maintained SLA compliance
- Increased business revenue
- Significantly enhanced customer satisfaction
Now, on-call duty has become a no brainer, with no phone trades anymore and a higher acceptance rate of 24/7.
