The Challenge
Without a dedicated first-tier support team, fulfillmenttools grappled with substantial challenges in taking on product support duties. Initially, they selected a competitor’s incident management solution, which, unfortunately, added unwarranted complexity to their operations. This compelled fulfillmenttools to seek out a solution designed for simplicity, one that could seamlessly streamline their incident management process and efficiently manage their on-call engineering team.
The Solution
The introduction of ilert offered a direct, effective solution to fulfillmenttools' challenges. The company promptly integrated Google Cloud alerting for efficient incident management and leveraged call routing to enhance customer interactions. ilert delivered simplicity, a significant improvement over the previous system, and precisely attended to fulfillmenttools' necessities. Additionally, the ilert app successfully reinforced support and streamlined operations further.
Winning points:
- Built for simplicity
- Ease of setup
- ilert app
The Results
Implementing ilert yielded remarkable results, demonstrating a significant decrease in incidents down to a single Priority 1 incident over the course of a year. Furthermore, the service level agreement (SLA) response times were cut by 10 minutes. Serving as a low-maintenance and highly-efficient solution, ilert significantly alleviated the operational stress. As a result, fulfillmenttools was able to shift their focus to vital areas like core competencies and customer service, reinforcing their performance and productivity.
