All use cases
Proactive Communication
Your users call support to find out if there's a problem
Undetected incidents, uninformed users, poorly communicated maintenance, invisible resolutions. IT communication is a blind spot.
< 5 min
incident detection
-50%
support calls
0
spurious maintenance tickets
~40%
survey response rate
1
An incident hits 500 users — and no one knows for 40 minutes
A production change impacts an application for a user group. Tickets come in one by one, handled individually. It takes 40 minutes to 4 hours and 50 tickets before someone connects the dots.
50 tickets created instead of 5. 40 minutes to detect instead of 5. Blocked users with no information. Support overwhelmed.
Signals are correlated in real time. After five similar tickets, an incident is suspected. The incident manager is alerted. The next 45 tickets are never created.
2
Users call support to ask if "it is normal"
An application is slow. Users do not know if it is a general issue or just them. They call support "to check". Support spends time reassuring instead of resolving.
Dozens of unnecessary calls per incident. Support time wasted on communication instead of resolution. Anxious users.
A targeted notification is sent to impacted populations as soon as it is detected. The service weather is one click away. Users know there is an issue, that it is being handled, and when it will be resolved.
3
Maintenance is scheduled — but tickets still arrive
Maintenance is planned for Saturday. An email goes out Friday. Half the users do not read it. Monday morning, tickets flood in: "the application does not work like before".
Dozens of spurious tickets. Support time wasted explaining that it is normal. Frustration on both sides.
Affected populations get a targeted notification on the right channel (workstation, mobile, TV). Service weather shows the operation in progress. Before, during, and after.
4
The incident is resolved — but no one knows
The incident is resolved at 2 p.m. At 4 p.m., support still gets calls from users who think the problem persists. Support wastes time reassuring one by one.
Hours of post-resolution support. Users working around needlessly. A perception that IT is slow even when it was fast.
Resolution notification is sent automatically to impacted populations. Weather goes green. Users see return to normal without calling.
5
After the incident, no one knows what users really experienced
The incident is closed. The technical postmortem is done. But how many users were impacted? For how long? What do they think? No one knows.
Incomplete postmortems. Decisions without the user viewpoint. The same types of incidents repeat.
A targeted survey is sent automatically to impacted users within hours of resolution. Results are correlated with technical data. Feedback is complete.
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Transform your IT communication
30 minutes to understand, a pilot to measure.