Rapid, intelligent, two-way notification helps American Power Conversion (APC) communicate more efficiently, improving processes and reducing costs.
Streamlined notification solutions benefit the enterprise on all levels
In today’s always-available world, downtime is measured in dollars. When systems fail or problems are not resolved quickly, productivity lags, clients are not given the level of service they expect, resulting in lost revenue and other opportunities. Effective, reliable communication and notification tools are key in such situations because reaching the right people at the right time can be time-consuming, inefficient and frustrating. For customers with a globally distributed workforce, streamlining communication processes can also increase efficiency while reducing costs.
The Problem: How to effectively communicate within the organization
American Power Conversion (APC) has based its reputation on minimizing downtime and maximizing profitability—but when it came to maintaining the integrity of its own IT operations it needed help. APC has always been a leader at providing protection against some of the leading causes of downtime, data loss and hardware damage: power and temperature problems. As a global leader in network-critical physical infrastructure solutions, APC sets the standard in its industry for quality, innovation and support. But internally, APC had a communication problem. APC employees were sending notifications to entire workgroups because they lacked the means to filter messages to on-call staff only. They needed a way to establish a fault-proof wireless communications solution to help maintain the integrity of their IT operations.
The Solution: TelAlert from OnSolve
TelAlert has increased the efficiency of APC’s system for communicating actionable items to staff in three globally distributed IT offices. Since TelAlert was implemented, messages are now sent only to IT groups who are awake and on duty at the time an alert is dispatched. TelAlert enhances internal communications at APC by:
- Decreasing time to resolve issues – person-by-person or group-by-group escalation strategies reduce the time it takes to find those who can immediately resolve an issue. If the first person on the list doesn’t respond within a specified amount of time, TelAlert will move on to the second and so on
- Tracking and reporting alerts – provides closed-loop communication with detailed reporting of who received alerts, when, and with what responses
- Rapid integrating with existing ITSM software – integrates out-of-the-box with leading ITSM platforms and can rapidly integrate with additional platforms with the TelAlert Enterprise Service Bus (ESB)
- Contacting any device on any carrier – reaches personnel on any number of devices regardless of carrier, including mobile phones, landlines, pagers and emails. Schedules can be set to contact different devices depending on the day and time
The bottom line
The ability to target communications to very specific groups and to escalate notifications means greater efficiency and fewer dropped or delayed projects for APC. TelAlert has demonstrated 100% accuracy in reaching designated audiences, reducing communications costs and saving APC roughly $2,000 per month. “