The Challenge
REWE Digital operates various products, including grocery delivery and pickup services, a marketplace, and food fulfillment centers across Germany. Any issues with their infrastructure or micro-service landscape could result in delays and disruptions for customers. Managing dozens of on-call teams in such a complex environment is challenging. The teams at REWE needed a solution that could alert the right team promptly, streamline the incident response process, and minimize disruptions.
The Solution
After considering various providers and previously working with a few, REWE Digital decided to implement ilert to manage their on-call teams efficiently.
Winning points:
- Competitive Pricing
- Great Support
- Ease of Setup
ilert provided the following:
- On-call Management: ilert facilitated the accurate and timely alerting of the appropriate on-call personnel. It allowed to create on-call schedules and automate escalations, ensuring that the right person was alerted at the right time.
- Reliable Alerting: ilert sent urgent incident notifications through phone calls, SMS, and push notifications, eliminating the need to log in to a separate platform. One-click acknowledgment simplified the incident response process, enabling quick resolution.
- Call Routing Hotline: ilert allowed REWE Digital to route incoming calls using the same on-call schedules and escalations used for alerts. This ensured immediate access to the on-call team during critical situations.
The Results
The implementation of ilert brought significant results for REWE Digital:
- Faster Incident Resolution: With ilert, REWE Digital experienced faster incident resolution times. The streamlined alerting and on-call management processes facilitated prompt response and minimized downtime.
- Fewer Disruptions: By optimizing the incident response process, REWE Digital reduced disruptions to their services. Through proactive management and efficient escalation, they were able to prevent potential customer impact.
- Enhance Digital Experience: ilert empowered REWE Digital to deliver a seamless digital experience to their customers. By promptly addressing incidents, REWE Digital ensured that customers could experience uninterrupted delivery services.
