The latest News and Information on Incident Management, On-Call, Incident Response and related technologies.
If there’s one essential thing we’ve learned from being in the business of digital operations for more than 13 years, it’s that every business has a unique approach to building resilience with its bespoke tech stacks and processes. Many PagerDuty customers around the world are starting to provide direct access to their on-call teams with Live Call Routing (LCR).
Incidents are unavoidable when running a business. When an incident does inevitably occur, communication is critical while your teams are working to minimize the impact and expedite a solution. For technical resolvers, the first steps during an incident are to look for any leads that point to the source of the issue. Customer service and communications teams, however, must prioritize establishing effective communication with impacted users. Both teams have the right frame of mind, they need to be aligned. This becomes more complicated when such an incident is an outage.
Customer retention is critical. Studies show that acquiring a new customer is five to 25 times more expensive than retaining an existing one. On top of this, a marginal increase in customer retention can yield increases in revenue up to 95%. Customers spend a lot of time interacting with businesses online and their user experience can have a major impact on how they view a company. One bad user experience can send a customer into the arms of a company's competitor.
Digital business is an imperative for 21st-century companies. Increasingly, organizations are directing investments toward technologies that deliver outcomes fast and enable more resilient digital business models. In this landscape, incidents such as software bugs, power outages, or downed networks have major consequences that affect both revenue and customer loyalty.
It’s been a busy month at FireHydrant. We’ve had our heads down shipping loads of improvements across the platform, and I want to take you on a quick tour of the changes. At the core of all these updates is a common theme: things are now a heck of a lot more intuitive. There’s a lot to digest here; read the full roundup of June releases below or follow us on Twitter for a bite-size demo each day this week.
This post highlights some of the features and improvements that we have released in the last 3 months. If you want to submit your own ideas or vote on existing feature requests, you can now use our new public roadmap at roadmap.ilert.com.
Imagine having the ability to instantly know when a Kubernetes compliance or security violation occurs. Now you can with Shipa Insights. Coupling Shipa Insights with the robust notification and alerting capabilities of PagerDuty makes this very possible. Shipa has the capability of sending fine-grained events externally e.g to PagerDuty. Now with the power of Shipa Insights, you have the capabilities to alert on policy violations. Let’s take a look at gettings started.
