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Today, a million users and 15,000 paying customers trust the PagerDuty Operations Cloud to run modern digital operations.
Aussie giants make the shift
Two Australian industry leaders, REA Group and Telstra, faced distinct challenges that threatened their operational stability and customer satisfaction.
While REA Group struggled with an antiquated notification system in its quest to provide real-time real estate listings, Telstra grappled with the complexities of maintaining a robust telecommunications network across Australia.
Both companies turned to PagerDuty’s Operations Cloud for solutions tailored to their unique ecosystems, seeking to streamline their incident response protocols and enhance their overall digital operations.
REA Group: revolutionising real estate with rapid response
REA Group’s journey with PagerDuty began with the need to modernise their incident management system. The goal was to improve agility and maintain reliability for their global audience.
“PagerDuty’s seamless alert system was pivotal in transforming REA Group’s incident response times and operational efficiency,” says Fair.
Natalie Fair, PagerDuty’s APJ regional vice president.
Through PagerDuty’s comprehensive platform, REA Group optimised their incident response, ensuring their customers experienced minimal disruption while searching for properties, thus supporting the company’s growth and market presence.
Telstra: securing communication with streamlined operations
For Telstra, the challenge lay in overhauling their infrastructure to bolster security and reliability. They need to ensure uninterrupted digital services for their vast customer base while also managing internal operations effectively.
“PagerDuty elevated Telstra’s event detection and response, streamlining security compliance, cutting through the alert noise, and giving greater visibility on the on the platform events that required immediate intervention. This was critical to meeting their resiliency goals.” Fair says.
The implementation of PagerDuty’s software not only fortified Telstra’s incident management but also positioned them to advance further in automated workload management and maintain stellar service uptime.
Driving efficiency through automation
PagerDuty’s platform offers a wide range of features and integrations, including incident management, AIOps for reducing alert noise, process automation, customer service operations, and more.
These capabilities are designed to ensure businesses can automate more work, consolidate software to reduce spend, resolve incidents faster, build resilience and reduce risk, and improve customer experiences,” says Fair.
“Given the challenges faced by many leading Australian enterprises with outages and the need for robust digital resilience, PagerDuty’s proven track record in aiding companies like REA Group and Telstra in navigating digital operations challenges highlights our potential as a strategic solution for ensuring operational excellence and resilience.”
Reducing noise
How does it do this? David Ridge, PagerDuty’s head of solutions for APJ explains: “PagerDuty reduces noise and delivers actionable alerts by grouping alerts based on custom rules, allowing teams to better understand incident scopes for faster resolution.”
“This functionality significantly reduces downtime and fosters innovation. AI-powered alert management and event-driven automation enhance operational processes and decision-making.”
Crucially, PagerDuty employs AI and machine learning to detect, diagnose, and respond to disruptive events rapidly and accurately.
“AI-generated incident postmortems and status updates streamline incident resolution, ensuring timely and relevant analysis while enabling continuous learning,” says Ridge.
“This integration of intelligent automation with human oversight ensures swift, accurate incident responses.”
95% faster resolution time
Diving deeper, PagerDuty’s machine learning capabilities automate the diagnosis and remediation of incidents, reducing human intervention and enabling faster resolution.
“Machine learning algorithms identify patterns, predict potential issues, and automate responses for well-understood incidents, reducing downtime and support costs significantly,” says Fair.
Cost containment and efficiency during incident management comes from PagerDuty automating repetitive tasks, enabling faster, more accurate responses to incidents.
“AI-generated summaries and status updates streamline communication and post-incident analysis, cutting down on labour costs and improving operational efficiency,” says Fair.
“This optimises operational processes and achieves significant cost savings through reduced downtime, streamlined incident management processes, and enhanced operational efficiency.
AI and automation capabilities lead to up to 95 per cent faster resolution times, significantly reducing planned downtime and support costs, she says.
These insights into PagerDuty’s Operations Cloud and its impact on businesses underscore the crucial role of advanced digital operations management solutions in fostering resilience, efficiency, and innovation in the digital era.
The role of AI and machine learning
Leveraging AI and machine learning, the platform ensures that relevant alerts are routed to the right person in seconds, enabling swift responses.
PagerDuty’s Operations Cloud equips Australian firms with the capabilities they need to stay ahead of the curve, says Fair.
As organisations gear up for incidents, mobilising the appropriate response becomes paramount. Implementing automated on-call management systems reduces mean-time-to-acknowledge (MTTA) and expedites initial responses.
“Modern organisations require an automated solution to mobilise the appropriate response to an incident. This system needs to be aware of the service ownership model within the organisation but also flexible enough to deal with the ever-developing blast radius of an incident,” says Fair.
Moreover, streamlined incident status updates ensure effective communication with stakeholders.
Persona-based communication channels cater to the diverse needs of internal and external stakeholders, allowing organisations to manage the incident narrative effectively.
“Regular updates to various stakeholder groups are a must. Without them, stakeholders go looking for their own updates, and the official channel loses control of the narrative,” says Fair.
Ready for emerging challenges
Looking ahead, PagerDuty remains committed to empowering Australian firms with innovative solutions to navigate incidents effectively in the digital age.
As organisations continue to face evolving challenges, PagerDuty Operations Cloud stands ready to reinforce resilience and secure a competitive edge in today’s demanding digital marketplace.
And the future?
“The future in digital operations management will likely see further advancements in AI and automation to enhance operational resilience and innovation,” says Fair.
“The demand for solutions providing comprehensive, real-time insights into operations and optimising performance will grow, emphasising cost savings and comprehensive, integrated platforms.”
To fortify their digital operations, Australian businesses can take immediate action by integrating PagerDuty’s Operations Cloud into their incident management strategies.
A thorough assessment of existing processes will reveal opportunities for leveraging PagerDuty’s AI capabilities to bolster operational resilience, ensuring that they can withstand and quickly recover from any disruptions.
Cutting-edge platform
By adopting this cutting-edge platform, companies can significantly reduce downtime and operational noise, thereby safeguarding revenue and customer relationships in an era where digital reliability is synonymous with business continuity.
Moreover, the adoption of PagerDuty’s AI-driven solutions is a step towards future-proofing Australian enterprises against the unpredictability of the digital landscape.
The automation of incident management not only streamlines response times but also empowers organisations to proactively address potential issues before they escalate.
This shift towards a resilience-centric approach in digital operations is crucial for maintaining competitive advantage and fostering long-term stability. Australian companies that prioritise resilience through intelligent technology will set new standards for operational excellence and customer satisfaction in the digital domain.
Discover firsthand how PagerDuty’s Operations Cloud can transform your business’s response to a wide array of incidents, fostering true operational resilience that will help mitigate risk, reduce cost and grow revenue. Please visit PagerDuty for more information or to arrange a personalised demonstration.
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