The Challenge
As a multinational corporation with teams dispersed worldwide, IKEA faced a persistent challenge in efficiently and effectively managing and alerting production teams about incidents.
This alerting process was based on a custom developed solution and heavily relied on human intervention to promptly notify the relevant teams. Moreover, it was missing a mobile app for responders.
Recognizing the need for a solution to automate this process and save time, Ikea started looking for an end-to-end incident management tool, and ilert made it to the shortlist.
The Solution
Following a comprehensive selection process, IKEA opted for ilert as their incident management tool.
The main features:
- Alerting
- On-call management & escalations
- Incident communication & status pages
- Call routing
- ilert mobile app
The Results
By implementing ilert - an end to end incident management solution for alerting, on-call management and status pages - the team achieved:
- Lower MTTR: Improved metrics especially lower MTTR as teams can respond and solve incidents faster.
- Time Saving: Thanks to various automations, the team feels they are saving a lot of time using ilert.
- Simplified Process: The process feels simpler and easier to manage for the teams.
- Increased Confidence: Teams feel less concerned about being on-call and have more confidence meeting SLAs.
- Improved Visibility: Teams have better visibility on incidents and traceability for on-call duties.
