The Challenge
In the event of incidents, alerts were communicated to the teams through email notifications. Due to the high volume of daily incoming emails, this approach proved inadequate, resulting in critical alerts getting lost amidst the daily email influx. This had significant implications for Adesso including delayed response times for resolving errors, and even unmet service level agreements. Keeping the customer's best interests at heart, Adesso team actively sought out a better solution.
The Solution
Adesso was looking for a solution that can alert the right team at the right time on multiple channels. Being able to incorporate a technically solid system that encompasses the needed features, all while maintaining a simple user experience was key. After thorough consideration of various options, Adesso decided to opt for ilert given its:
- Simplicity in design and intuitive UI/UX
- Multichannel alerting including: SMS, phone calls, WhatsApp and Telegram
- Cost savings
- Mobile app
- GDPR compliance
The Results
Implementing ilert resulted in the following:
- Critical alerts were promptly and effectively communicated to the on-call team
- Peace of mind and confidence in managing incidents
- Effective incident management process
- Compliance with the service level agreements was guaranteed
- 100% Customer satisfaction
