For Anderson County, the biggest value in the switch to Everbridge is message speed and convenience. Previously, they were using a system that required a launch code, personal code, and username to send notifications. This was time-consuming and cumbersome when in a hurry. Everbridge speeds up the notification process drastically, especially on the reverse 911 side.
We are excited to announce that xMatters, an Everbridge company, outperformed PagerDuty in a recent GigaOm benchmark report!
The report took a deep dive into the features and functionality of the xMatters and PagerDuty platforms in a comprehensive head-to-head study based on tests conducted on both platforms. Being featured in a report of this scale, not only shows our efforts to keep businesses safe and operations running in physical and digital environments, but also reinforces our commitment to customer happiness and success.
Don’t just take our word for it, let’s see what GigaOm had to say!
xMatters by the Numbers
xMatters is a core Everbridge product that powers our innovative digital operations solution. It acts as a service reliability platform that allows organizations to automate operations, ensure applications are always working, and deliver remarkable products at scale. Through proprietary tools like Flow Designer, businesses can custom-build and design workflows and toolchains that meet the unique needs of your teams with simple drag-and-drop functionality.
In the GigaOm 2022 Benchmark Report, the research firm noted:
- xMatters is only 49% of the cost of PagerDuty for the same functionality.
- A Fortune 50 company can cut labor costs by 25% using xMatters.
- A Fortune 1000 company can avoid over $200 million in unplanned spending by implementing IT Incident Management Automation.
GigaOm dug deep into the xMatters platform and ran multiple tests: the detailed descriptions, findings, and benefits they resulted in can be found within the benchmark report.
Within that report, you can also gain insight into key xMatters features that allow users to rapidly assess and act quickly on service disruptions before they impact customer experience, and analyze problems and processes with 360-degree post-mortems to continuously improve processes and services.
xMatters and the Everbridge Digital Operations Platform
Since the acquisition of xMatters, Everbridge has continued to integrate this innovative tool into our solutions, offering our customers seamless access to this industry-leading platform. Today, xMatters powers our Digital Operations solution, a platform that enables agile service delivery models and provides organizational resilience for IT systems and digital services. In today’s ever-connected world, keeping people safe and businesses running is much more than a measure of physical security. Digital operations require resilience strategies that ensure long-term protection, and protecting against major incidents and operational disruption via xMatters is crucial.
Read more about the 2022 GigaOm Benchmark Report, or learn more about the Everbridge Digital Operations Platform.
Successfully monitor potential hazards, prepare and responding to incidents, and communicate in ways that reach most people with the right information, keeping them informed and safe.
One of the biggest roadblocks to providing consistently excellent customer experience is a breakdown of communication between customer support and technical teams. Too often support teams are left out of the loop when it comes to detailed incident information.
When customers experience an incident and call support, they expect status updates immediately. But without access to the right information, representatives are left guessing at best and providing incorrect answers at worst. This leads to confusion and frustration, for both representatives and customers alike.
Break Down the Wall Between Customer Support and Technical Teams
Customer-facing teams that are too far removed from incident management cannot readily understand the customer’s issue nor properly communicate the steps being taken toward resolution. Uniting support and tech teams within one centralized digital operations platform opens pathways of communication. This leads to a more informed customer support team, which results in better customer experiences.
While a digital operations platform may seem to cater only to IT and DevOps teams, customer support teams can find shared value in the centralization and automation of incident management. Within one centralized portal, customer support can see the technical team’s progress on incidents in real-time. This could be through:
- Incident dashboards
- Dedicated incident ChatOps channels
- Inclusion in conference calls
The incident’s resolvers can remain focused on the issue at hand, while customer support receives the information needed to provide excellent customer service.
If you’d like an example of how a customer’s experience can be improved with a digital operations platform, contact us.
How Can Everbridge’s Digital Operations Platform Help?
Everbridge’s Digital Operations Platform empowers customer support with access to real-time status updates and the ability to communicate with technical teams. This helps expedite the flow of information and keeps business units aligned on the state of incidents, which can also lead to a more proactive support stance.
Providing your support team with automated incident updates enables them to anticipate an issue and be ready with information for the customer when they inevitably call. Everbridge’s Digital Operations Platform also identifies flags before they become critical events, so that your teams can always stay ahead of an incident.