Incident Response Improvement with OnPage Integration

This case study details the implementation of the OnPage-Autotask integration by Lehigh Valley Technology Company, a managed service provider. The company faced challenges in maintaining effective incident response due to outdated communication methods, which resulted in slow responses and employee dissatisfaction. To address these issues, they adopted the OnPage platform, which automates alert notifications for critical incidents. When a ticket is created in Autotask and classified as critical, an alert is sent to the on-call technician via the OnPage app. The technician acknowledges the alert and can manage the ticket directly from the app. If there is no response within three minutes, the alert escalates to the next technician on the list. The integration has led to a 300% improvement in after-hours incident response and has significantly reduced alert delivery times. The case study emphasizes the importance of efficient incident management systems in enhancing customer service and operational efficiency.