This blog details how Foneco, a large communication platform, improved its incident management with Squadcast, an SRE tooling platform. Legacy challenges like slow response times and unreliable alerts were addressed with features like automated scheduling, escalation policies, and comprehensive reporting. Foneco's use of Squadcast exemplifies how SRE tooling can empower businesses to streamline operations and ensure service reliability.
In today’s competitive landscape, reliable communication platforms are crucial for businesses of all sizes. Foneco, a Montreal-based integrated communication platform serving over 600 businesses globally, understands this more than most. Their extensive partner network relies on Foneco’s platform to boost sales productivity and empower teams to work smarter.
For Foneco, ensuring service uptime is paramount. Even a minor outage can disrupt phone service operations for hundreds of businesses. This is where implementing SRE tooling became a game-changer.
Challenges and How Squadcast Helped
Foneco’s previous incident management system faced several hurdles:
- Poor On-Call Management: Their call center model for handling incidents resulted in delays between incident discovery and acknowledgement, leading to increased Mean Time To Repair (MTTR).
- No Escalation Policies: The existing process lacked the ability to set up escalation protocols for unacknowledged incidents, causing extended Mean Time To Acknowledgement (MTTA).
- Manual Alert Forwarding: The prior solution wasn’t scalable for forwarding critical alerts when the on-call person was unavailable.
- Unreliable Analytics: Manual incident response metrics were inaccurate and ineffective for measuring reliability and team productivity.
Squadcast’s SRE tooling addressed these challenges head-on:
- Automated On-Call Scheduling: Squadcast’s automated scheduling ensured quick and accurate on-call notification routing, eliminating delays and streamlining response times.
- Automated Escalations: Configurable escalation policies ensured timely notification to the right responders, expediting the resolution process.
- Easy Schedule Overrides: The ability to override on-call schedules for critical alerts ensured no alerts were ever missed, even when the primary responder was unavailable.
- Comprehensive Reporting: Squadcast provided a centralized system health dashboard with Service Level Objectives (SLO) tracking and insightful MTTA/MTTR reports. These reports empowered Foneco to measure and improve their team’s incident resolution velocity.
Key Benefits of Squadcast’s SRE Tooling
By leveraging Squadcast’s SRE tooling, Foneco achieved significant improvements in their incident management:
- Effortless On-Call Scheduling: Squadcast simplified on-call scheduling with customizable rotations, notifications, time zones, and backup responders, ensuring comprehensive incident coverage.
- Never Miss an Alert: Schedule overrides ensured critical alerts were always forwarded, even when the primary responder was unavailable.
- Automated Escalation Policies: Automated escalation policies ensured the right people were notified promptly, expediting resolution.
- Actionable Insights: A comprehensive system health dashboard with SLO tracking and MTTA/MTTR reports provided valuable insights to measure and improve team performance.
Squadcast: A Powerful Ally for SRE Practices
For growing companies like Foneco, Squadcast offers a cost-effective and scalable solution to implement SRE best practices. With features like automated scheduling, escalation policies, and insightful reporting, Squadcast empowers businesses to streamline incident management, improve response times, and ensure service reliability for their customers.
P.S: For people out there, looking for best pagerduty alternative, Squadcast might just be the solution.
P.P.S: Read the full case study here
Squadcast is an Incident Management tool that’s purpose-built for SRE. Get rid of unwanted alerts, receive relevant notifications and integrate with popular ChatOps tools. Work in collaboration using virtual incident war rooms and use automation to eliminate toil.
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