Case Study


fulfillmenttools, a leading software company for retailers was seeking to seamlessly streamline their incident management process.

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About fulfillmenttols

fulfillmenttools is a leading software provider, founded with the mission to enable retailers and brands worldwide to better meet their customers’ fulfillment expectations.



Nr. of Employees:

51-200 employees

Years using ilert:

2 years

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.

ilert is a low maintenance solution, it simply delivers [...] as a result, the mental load has gone.

Tim Dauer

VP Tech

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