Real-World Case Studies and Customer Success Stories with xMatters

xMatters helped NBN cut incident response times. NBN reduced time to assemble conference calls from over 30 minutes to under... 2. Assignment time dropped from 25 minutes to less than 3. Status update requests to the service desk fell by more than 75%. Automated notifications and escalations improved accountability and service levels. NBN now manages incidents faster and keeps stakeholders informed in real time.
Show More..

xMatters helped a fast-growing communications service provider automate system alerts. The company used xMatters to streamline alert integration and improve... response times. Automated notifications ensured teams acted quickly when systems went down. The support team used xMatters logs for troubleshooting and custom workflows for account management. xMatters reduced Sev-1 incidents and improved ROI for the organization.
Show More..

ViaSat uses xMatters to manage on-call scheduling and support workflows. The company integrated xMatters with Slack to quickly identify and... contact on-call staff. Notifications are sent instantly to phones, reducing response times and saving significant time. The platform is easy to use, flexible for shift management, and helps teams across the globe stay connected. ViaSat values the ability to customize schedules and automate notifications for incident resolution.
Show More..

O2 used xMatters to improve incident management. They cut time spent sending communications by 88%. They reduced stakeholder engagement time... by 85%. Now, they can engage incident stakeholders in just three minutes. xMatters helped O2 automate and simplify IT communications. This lets O2 focus more on strategic work and less on manual tasks.
Show More..

ViaSat used xMatters to connect over 60 tools, including Splunk and Jira. This helped them improve service uptime and reduce... mean time to resolution to just 30 seconds. They also cut install times by 400%. The integration made the customer experience better. ViaSat's DevOps and Ops teams now support a complex network more easily.
Show More..

xMatters helped a large financial services company cut critical event response times from hours to minutes. The company centralized on-call... scheduling and automated notifications, replacing manual processes and spreadsheets. xMatters integrated with IBM Netcool and ServiceNow, enabling targeted alerts and mass notifications for over 100,000 staff across 25 locations. Automated workflows and API integrations improved flexibility and reduced manual work by up to two hours per incident. The company now resolves incidents faster and keeps key stakeholders informed in real time.
Show More..

xMatters helped Robert W. Baird boost business continuity participation from 30% to 100%. The company used xMatters to improve safety... and continuity across more than 100 offices worldwide. Baird is a leader in wealth management with 3,200 employees. The solution enabled better participation in annual continuity exercises. Baird invested in technology to maintain global operations and employee safety.
Show More..

Credigy Solutions used xMatters to improve after-hours incident response. The platform enabled fast communication and accountability for IT support teams.... Staff could respond to incidents from anywhere using mobile, text, email, or voicemail. xMatters also helped notify stakeholders quickly when issues occurred. This led to better visibility and faster resolution of incidents.
Show More..

Principal used xMatters to automate and personalize event notifications. Before, IT teams faced over 352,000 alerts in a month, slowing... response times. With xMatters, they built 1,108 self-service subscriptions in one month. This change saved significant administrative time and improved targeted communication. Now, notifications reach the right people fast, even across global teams.
Show More..

Linaro uses xMatters to automate incident notifications and manage time-sensitive tasks. They integrated xMatters with AWS CloudWatch, Slack, Jira service... desk, and custom dashboards. The platform enables 24/7 support and automates workflows for on-call teams. Linaro leverages custom JavaScript steps for flexible incident response. xMatters helps Linaro proactively address issues and streamline communication during incidents.
Show More..

NICE CXone uses xMatters for daily incident management. The Service Operations team relies on xMatters to quickly engage the right... resources and resolve incidents. They use messaging workflows to alert on-call teams and bring them into conference bridges fast. Custom workflows help them assemble teams for specific issues. xMatters is essential for their daily operations.
Show More..

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.
Show More..

Gordon Food Service used xMatters to reduce downtime and improve efficiency. The team needed real-time alerts for high-priority incidents and... business continuity events. xMatters automated incident notifications and escalations, replacing manual calls. The integration with ServiceNow streamlined processes. The company saved money by reacting faster and minimizing downtime. Auditing, reporting, and logging features supported compliance and legal needs.
Show More..

Kellogg used xMatters to automate IT incident alerting and response. They reduced mean time to resolution by over 80%. Alerting... accuracy improved to more than 99.99%. Resource costs dropped by 92%, saving $2.5 million over five years. xMatters integrated with ScienceLogic and ServiceNow for seamless monitoring and ticketing. The solution now supports 88 global teams and 18,000 devices.
Show More..

xMatters helped Sky cut incident response time from 45 minutes to just 2. 5 minutes. The integration with ServiceNow automated...escalations and ticket assignments. Teams now get alerts fast and can focus on fixing issues, not chasing messages. Sky also lowered operating costs by freeing up staff for higher-value work. Over 10 million UK households benefit from Sky’s improved service reliability.
Show More..

Everbridge xMatters helped Sony Interactive Entertainment modernize its incident management. Sony switched from PagerDuty and Splunk On-Call to xMatters for... better customization and integration. The platform improved communication, reduced downtime, and increased service reliability. Teams now resolve incidents faster and collaborate more effectively. xMatters scales with Sony’s global operations, supporting PlayStation’s network and gaming studios worldwide.
Show More..

Intermountain Healthcare used xMatters to cut stroke notification time by 40%. The new system connects on-call neurologists to emergency doctors... in under 3 minutes. Automated notifications reach physicians anywhere, even in remote locations. Transfer specialists now use dynamic on-call scheduling and escalation rules. The process is faster, more reliable, and helps save lives. Physicians get quick alerts, leading to faster stroke evaluations and treatment.
Show More..

UK HealthCare used xMatters to cut incident engagement time from minutes to just twenty seconds. Before xMatters, staff relied on... slow, manual call lists and pagers. The new system automated triage and improved emergency notifications. UK HealthCare now delivers more reliable patient care and faster IT response. Integration with Microsoft Teams helps teams work together during critical incidents.
Show More..

Kroger used xMatters to automate incident management for refrigerated and frozen food. Before xMatters, staff checked temperatures manually every four... hours, which was slow and error-prone. With xMatters, sensors now monitor temperatures and trigger alerts, reducing mean time to resolution to under two minutes. The system manages over 25,000 refrigeration incidents daily in more than 1,000 stores. Kroger improved food safety, reduced costs, and increased staff accountability with this solution.
Show More..

Tesco used xMatters to improve IT communications and incident response. The company manages 26,000 tickets per week across nine countries.... After implementing xMatters, Tesco achieved a 98% issue acknowledgement rate and reduced average response time to under 3 minutes. Targeted notifications helped reduce alert fatigue. The global rollout took just 27 days.
Show More..

WIRES used xMatters to automate volunteer communications for animal rescues. Before xMatters, matching volunteers to rescues was manual and slow.... With xMatters, WIRES can now alert the right volunteers instantly by app, text, or email. Response times dropped from hours to minutes, even during peak seasons with up to 400 calls a day. This helped WIRES save more animals and support their mission to protect Australian wildlife.
Show More..

xMatters helped a fast-growing computer software company cut the time it takes to engage engineers. The company uses xMatters for... automated notifications, on-call scheduling, and workflow integration with ServiceNow. This led to faster ticket resolution and better service for clients. Automated callouts and customizable workflows improved efficiency. Clients now get timely updates on incidents, increasing satisfaction and awareness.
Show More..

Experian used xMatters to integrate Dynatrace, ServiceNow, and Splunk. This helped Experian keep its services available for clients in over... 80 countries. The integration allowed engineers to resolve issues faster and focus on higher-value work. xMatters enabled proactive incident management, reducing downtime. Experian improved service reliability for its 12,000 clients.
Show More..

xMatters helped a large transportation company automate incident management. The company reduced manual work and human error by using xMatters... for IT notifications and workflow automation. Teams now receive proactive alerts and can update ticketing tools faster. Automation improved mean time to detect and resolve incidents. The company uses custom integrations and APIs to streamline processes and keep data accurate.
Show More..

xMatters helped a global utility company cut critical incident response time by 75%. Before xMatters, escalation for urgent issues took... over an hour. Now, incidents are evaluated in less than five minutes. The company reduced false positives by 60%, dropping from 25 to 7 P1 incidents per month. Automated notifications ensure the right teams join bridge calls quickly. The company saw significant cost savings and improved ROI from using xMatters for incident management.
Show More..

athenahealth used xMatters to improve IT communications and support their shift to DevOps. They needed to maintain a 99.7% uptime... SLA for 100,000 healthcare providers. xMatters helped them quickly alert on-call teams when health checks failed. Integrations with xMatters were easy to build and connect with other systems. This led to faster incident response and better service reliability.
Show More..

Accenture uses xMatters to resolve incidents much faster than with other tools. The company integrated xMatters into its IT operations... to improve incident management. By standardizing on fewer tools, Accenture controls processes better and achieves quicker outcomes. This helps Accenture stay competitive and maintain uptime. Accenture recommends xMatters for enterprise-grade incident management.
Show More..

xMatters helped American University automate its on-call engagement for IT incidents. Before xMatters, staff worked 24/7 in an operations center... to manually notify teams. With xMatters and ServiceNow integration, notifications are now automated, reducing manual effort and response times. Staff were moved to regular hours, and the police department can now contact IT directly via the xMatters app. The university saw improved accountability, proactive issue resolution, and faster incident response.
Show More..

xMatters helped Pacific Life automate and control its monitoring stack. The company integrated tools like Splunk, SCOM, Slack, and ServiceNow.... This empowered DevOps teams to manage alerts and resolve issues faster. Pacific Life gained a connected toolchain and better notification tracking. The solution supported their shift from legacy systems to a DevOps model.
Show More..

xMatters automated the incident notification process for a large government agency. The agency integrated xMatters with Micro Focus Operations Bridge... Manager and Service Manager. This allowed them to generate incident tickets directly from alerts and respond immediately. They reduced response times and cut down on priority-one incidents. Robust scheduling and escalation features ensured the right people received alerts at the right time.
Show More..

Constant Contact used xMatters to connect its ITOps and DevOps tools. They integrated with Nagios, New Relic, and Splunk. This... helped unify their incident management process. They cut incident volume by 50%. They reduced Sev 1 incidents by 90%. Downtime dropped to less than 5 minutes per month.
Show More..

xMatters helped Later cut incident response time and costs. The platform reduced alert fatigue with better filtering and routing. Teams... gained more visibility and accountability during incidents. Automated workflows and stakeholder notifications improved coordination. Later saved money compared to a full PagerDuty setup. Developers found the new process clear and less chaotic.
Show More..

Wesfarmers Chemicals, Energy & Fertilisers (WesCEF) used xMatters to replace manual, paper-based incident reporting. The new system improved data accuracy... with drop-down lists and spell check. WesCEF adopted xMatters in just two months, faster than planned. Teams now use electronic forms to gather and share information quickly. Integration with Microsoft Teams helped maintain emergency response during remote work. WesCEF now resolves incidents faster and with more confidence.
Show More..

xMatters helped American Airlines automate incident management. The airline integrated xMatters with Cherwell and other tools to replace manual notifications.... This reduced mean time to acknowledge IT incidents and improved staff productivity. Automated workflows now notify the right teams and stakeholders quickly. American Airlines saw better communication and faster resolution of IT issues.
Show More..

Brink's uses xMatters to automate on-call management and incident notifications. Before xMatters, they relied on manual calls and emails, which... slowed response times. With xMatters, they cut response time by at least 50%. The team now uses automated workflows, group on-call schedules, and integrations with ServiceNow and Microsoft Teams. xMatters helps Brink's manage major incidents and improves communication with IT leadership. The solution is easy to use and supports both technical and non-technical teams.
Show More..