Real-World Case Studies and Customer Success Stories with xMatters

xMatters helped Principal automate and target IT notifications. Before, manual call trees slowed down incident response. With xMatters, IT built... over 1,100 notification subscriptions in a month. The system now sends targeted alerts, saving significant administrative time. International coverage is automated for holidays. Principal improved service levels and reduced operational pain with xMatters.
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xMatters helped Credigy Solutions improve after-hours IT support. The platform made it easy for technicians to respond to incidents from... anywhere. Credigy used xMatters with ServiceNow to send notifications to the support team. This improved visibility and accountability for incident management. Staff could respond by phone, text, email, or voicemail. Communication with stakeholders became faster and clearer.
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xMatters helped Robert W. Baird improve business continuity. The company wanted to keep employees safe and maintain operations worldwide. They... used xMatters to automate workflows and run annual business continuity exercises. Baird has more than 100 offices and 3,200 employees. They continue to improve participation in these exercises using xMatters.
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xMatters helped a large financial services company centralize on-call scheduling and automate incident notifications. Before xMatters, teams used spreadsheets and... other tools, causing delays and confusion. With xMatters, alerts and notifications are now automated, saving 20 minutes to two hours per incident. The company uses xMatters for emergency communications across 25 locations and over 100,000 staff. Integrations with ServiceNow and IBM Netcool improved workflow flexibility and reliability.
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xMatters helped Experian keep their services available for clients and customers. Experian integrated Dynatrace, ServiceNow, and Splunk with xMatters. This... made it easier for engineers to access data and resolve issues faster. xMatters enabled proactive incident management, reducing downtime. Experian supports 12,000 clients in over 80 countries with more than 18,000 xMatters interactions.
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xMatters helped NBN cut the time to assemble incident response teams from over 30 minutes to less than 2 minutes. The platform automated... calls and alerts, making it easy to get the right people on a conference bridge fast. Assignment time for incidents dropped from 25 minutes to under 3 minutes. Requests for status updates to the service desk fell by more than 75%. NBN now resolves IT incidents faster and keeps stakeholders informed in real time.
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xMatters helped O2 modernize and automate incident management. O2 used xMatters to cut time spent sending communications by 88%. They... reduced time to engage stakeholders by 85%. Incident engagement now takes just three minutes. O2 uses xMatters mobile app, targeted messages, automated escalations, and templated communications. This improved uptime and seamless communication for O2, a leader in UK telecommunications.
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xMatters helps a communications service provider automate system alerts. The company uses xMatters to trigger notifications when systems detect issues.... This lets teams respond fast and keep services running. The support team uses xMatters logs for troubleshooting and tracking alerts. The provider values xMatters for its easy integration and scalable design. xMatters keeps the team informed about system status and helps resolve issues quickly.
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xMatters helps ViaSat manage on-call scheduling and support workflows. ViaSat uses xMatters to schedule teams, track absences, and integrate with... Slack for real-time on-call information. The platform makes it easy to notify staff and resolve issues quickly. ViaSat reports significant time savings and faster response times. The system is stable, easy to use, and supports about 200 users across global teams.
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xMatters helped Nice inContact automate service desk notifications. They integrated xMatters with BMC Remedyforce. This let them notify on-call teams... fast when critical incidents happened. Staff just click a template and send alerts to the right groups. This improved communication and made incident response easier.
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xMatters helps NICE CXone manage incident response. The Service Operations team uses xMatters every day to alert the right people... and resolve incidents fast. They use messaging workflows to notify on-call teams and get them on conference calls quickly. The team also builds custom workflows as templates to assemble resources for different issues. xMatters is essential for their daily work.
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xMatters helped Linaro automate incident notification and response. Linaro uses AWS CloudWatch and xMatters to trigger workflows for server issues... and customer tickets. The platform supports 24/7 global support and integrates with Slack and Jira. xMatters lets Linaro build custom workflows using JavaScript. Linaro improved response times and proactive issue resolution with automated alerts and flexible workflows.
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xMatters helped Intermountain Healthcare improve stroke notification workflows. The old paging system was slow and unreliable, causing delays for stroke... patients. With xMatters, notifications reach on-call neurologists faster, no matter their location. The time to notify doctors dropped by 40%. Now, emergency doctors connect with neurologists in less than 3 minutes. This means patients get care faster and outcomes improve.
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xMatters helped UK HealthCare improve patient experience by automating incident response. Before xMatters, staff used slow, manual call lists and... pagers. With xMatters, incident engagement time dropped from minutes to seconds. The platform automated manual triage and integrated with Microsoft Teams for better collaboration. UK HealthCare now delivers more reliable care with faster IT response times.
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xMatters helped Kroger automate food temperature management in over 1,000 stores. Before xMatters, staff checked freezer temperatures by hand every... four hours, which was slow and error-prone. With xMatters, sensors and automated alerts now track and manage incidents in real time. Kroger reduced mean time to resolution to under two minutes. The system manages over 25,000 refrigeration incidents daily and improved food safety and staff accountability.
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xMatters helped Tesco improve IT communications and service reliability. Tesco managed 26,000 tickets per week across nine countries. The company... used xMatters to implement targeted notifications and a new service-oriented architecture. Call acknowledgment rates rose to 98%. Average response time dropped to under 3 minutes. Tesco reduced alert fatigue and improved team collaboration.
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Sony Interactive Entertainment needed better tools for managing incidents and team communication. Their old systems, like PagerDuty and Splunk OnCall,... were not flexible or modern enough. They switched to Everbridge xMatters for better customization, integration, and support. With xMatters, Sony improved their incident response times and team collaboration. They now have more reliable operations and faster problem resolution.
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xMatters helped WIRES automate rescue communications. Before, WIRES staff called volunteers one by one, which took hours. With xMatters, they... contact the right volunteer instantly using the app, text, or email. Response times are now much faster and more consistent. WIRES handles up to 400 rescue calls a day and managed over 77,000 rescue calls in one year. More animals are rescued quickly, helping WIRES save more wildlife.
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xMatters helped a fast-growing computer software company speed up how fast engineers respond to incidents. The company uses xMatters for... notifications, on-call scheduling, and workflow automation. Automated alerts and easy integrations improved ticket resolution and kept clients informed. The company found xMatters flexible and easy to customize for different client needs. Support teams now resolve issues faster and keep clients in the loop.
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xMatters helped a transportation company automate incident management processes. The company used xMatters to send proactive notifications and streamline IT... operations. Automation reduced manual work, improved data integrity, and made processes faster. Teams found it easy to customize workflows and on-call schedules. The company saw fewer errors and improved mean time to detect and resolve incidents. Built-in integrations and flexible APIs made it easy to expand functionality.
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xMatters helps a global utility company manage critical incidents. Before xMatters, urgent issue escalation took over an hour. Now, teams... evaluate incidents in less than five minutes. The company cut response time by 75% and reduced false positives by 60%. xMatters automates notifications and on-call schedules, making incident response faster and more reliable.
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xMatters helped athenahealth move from DevOops to DevOps. athenahealth needed to improve IT communications and reduce incident response times. They... used xMatters to automate paging and integrate systems with APIs. This made it easy to alert on-call teams when service health checks failed. As a result, athenahealth achieved a 99.7% uptime SLA, handled 1.1 billion web hits per day, and managed 91 million patient records.
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xMatters helps Accenture resolve IT incidents faster. Accenture uses xMatters to manage incident response and improve uptime. By standardizing on... fewer tools, Accenture controls processes and gets better results. Accenture recommends xMatters for incident management. The company sees faster incident resolution in areas using xMatters compared to others. This helps Accenture stay competitive and deliver better service to clients.
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xMatters helps a North American university automate incident response. The university uses xMatters with ServiceNow to notify IT staff about... urgent issues. Before xMatters, staff worked 24/7 in an operations center to monitor incidents. Now, automated alerts let staff work regular hours and respond faster. The police department also uses the xMatters app for direct contact. Automated notifications improve accountability and reduce response times for IT incidents.
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xMatters helped Pacific Life automate and control its monitoring stack. Pacific Life wanted to move from a factory floor to... a DevOps model. xMatters integrated tools like Splunk, SCOM, Slack, and ServiceNow. This gave Pacific Life better alert thresholding, issue resolution, and notification audit trails. The company values xMatters for its focus and ability to evolve with their needs.
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xMatters automated the incident notification process for a government agency. The agency integrated xMatters with Micro Focus Operations Bridge Manager... and Service Manager. This let them generate incident tickets directly from alerts and respond fast. They used xMatters for robust scheduling, group calendaring, and escalations. The agency saw reduced response times and fewer priority-one incidents. They praised xMatters for stability, flexibility, and excellent technical support.
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xMatters helped Constant Contact connect its incident management tools. The company used xMatters with Nagios, New Relic, and Splunk. This... unified their IT and DevOps response. They cut downtime to less than 5 minutes per month. They reduced incidents by 50%. They saw a 90% drop in Sev 1 incidents.
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xMatters helped Kellogg Company automate IT incident response and alerting. Kellogg cut mean time to resolution by 83% or more.... Alerting accuracy improved to over 99.99%. Resource costs dropped by 92%, with savings expected to reach $2.5 million. The solution integrated with cloud monitoring and ITSM tools, supporting 88 global teams and 2,000 event types.
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xMatters helped Later cut incident response time and costs. The company needed a scalable incident management solution after rapid growth.... xMatters automated workflows, improved team accountability, and reduced alert fatigue. Later saved money compared to PagerDuty and integrated xMatters with their observability tools. The platform enabled faster onboarding and better stakeholder engagement.
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xMatters helped Wesfarmers Chemicals, Energy & Fertilisers (WesCEF) move from manual, paper-based incident reporting to automated digital workflows. WesCEF used xMatters... to create electronic forms with drop-down lists and spell check, improving the accuracy and speed of information capture. The company fully adopted xMatters in two months, one month ahead of schedule. WesCEF now benefits from faster incident response, real-time communication, and easy integration with Microsoft Teams for remote collaboration. The solution increased accuracy, flexibility, and confidence in emergency management.
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xMatters helps Brink's manage on-call schedules and major incident response. Before xMatters, Brink's used manual calls and emails for IT... alerts. Now, they use automated notifications, SMS, and integrations with ServiceNow and Microsoft Teams. Brink's cut response times by at least 50%. They also saw a 20% to 25% improvement in handling Sev-1 incidents. The on-call schedule feature is easy to use and works well for technical and non-technical teams.
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xMatters helped American Airlines automate incident management and improve IT event response. The airline needed to avoid outages that could... impact thousands of passengers. xMatters integrated with Cherwell and other tools to automate notifications and share incident data. The solution replaced manual processes and improved communication. American Airlines saw better staff productivity, faster incident acknowledgment, and improved enterprise communication.
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