Real-World Case Studies and Customer Success Stories with xMatters

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 busin...ess 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 conf...usion. 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 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 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 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 notifi...cations 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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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 switche...d 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 Sky automate incident response and self-service for end users. Sky used xMatters with ServiceNow to centralize technology services and speed up incident ticket assignment. The time to... contact support dropped from 45 minutes to 2.5 minutes. Automated escalations and two-way communication improved team focus and reduced costs. Sky now delivers faster, more reliable service to over 10 million customers.
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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. Au...tomated 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 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 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 n...ow 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 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 UK HealthCare improve patient experience by automating incident response. Before xMatters, staff used slow, manual call lists and pagers. With xMatters, incident engagement time dropp...ed 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 Intermountain Healthcare improve stroke notification workflows. The old paging system was slow and unreliable, causing delays for stroke patients. With xMatters, notifications reach o...n-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 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 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 xM...atters, 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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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 syst...ems 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 be...tter 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 op...erations 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 Ser...viceNow. 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 inc...ident 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 l...ess 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 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 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 glo...bal 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 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 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 integ...rations 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 C...herwell 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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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 wi...th 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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