Connection, empathy, and speedy responses are more important in the Customer Support world today than they ever have been before. I’m writing this while sitting in the same place I have worked from for the last year: in my dining room-turned-office, pads of sticky notes, and various charging cables keeping my cookbooks company on the shelf. Prior to March 2020, I commuted to an open office almost every weekday.

At PagerDuty, we’ve been on a journey to reimagine work for many months now, culminating in the launch of OneDuty—our vision for the new world of work—last year. We have dedicated OneDuty workstreams helping shape this evolution to ensure we’re taking a holistic approach. This includes rethinking where we work.

We’re excited to announce a new set of updates and enhancements to the PagerDuty platform! These updates are designed to empower DevOps, development, and customer service teams—as well as executives and stakeholders across the organization—and equip them with the tools they need to address business-critical work and get ahead of incidents.

As the adoption of cloud computing continues to encourage innovation across industries, high-performing and resilient systems have become a necessity in order to keep pace with the competition and meet internal/external SLAs (service level agreements). In terms of customer expectations, a minute of downtime can mean thousands of dollars in lost opportunity and a soiled customer relationship. So what exactly is downtime?

Financial services institutions have been facing pressure to modernize their operations for years. But legacy architecture and processes—along with compliance regulations—have made rapid innovation difficult to achieve. Adding to this pressure are new, digital-first competitors who accelerate the need for financial services to deliver better digital customer experiences both more consistently and at scale.