Incident Management & Response
Automate and optimize incident processes and practices
“Provides an important escalation process we did not have before SIGNL4”
Steve Butler
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Improve Service Quality and Employee Satisfaction
Area
Common Challenges
Results with SIGNL4
Delays due to human latencies and location of recipients
SIGNL4 leads to much (up to 10x) faster response. Full automation of reaching out to the right people, tracking delivery and escalating removes human latencies and avoids follow-up waste work.
Broadcasting critical tasks and alerts to as many people as possible, resulting in ‘alert fatigue’ and poor responsiveness
Intelligent targeting of people on duty and related responsibility, persistent notifications and configurable escalation. SIGNL4 avoids ‘alert fatigue’ and ensures attention.
From systems with built-in but poor 1-way email or text with no sense of ownership and poor response and work progress tracking
From IT or IT-enabled systems by mobile push, text and voice with tracking of delivery, transparent ownership acknowledgement and automated escalation. Alert life-cycle and annotations for work progress tracking.
Alerts ar often displayed on a web browser or LCD dashboard requiring permanent attention and fixing people to more a less one place
SIGNL4 ensures alert visibity beyond the dashboard, i.e. on mobile devices (BYOD) with clear alert indication. It enables true workforce mobility, e.g. on the shop floor, the campus and anywhere else.
Often requires manual dispatching, e.g. by SOC or Control Room operations. Results in latencies and errors.
SIGNL4 provides for fully automated routing of alerts, considering availability (on duty status) and responsibility of workers. Visually and acoustical tagging of alers ensures rapid response from the right people.
No or poor notifications (email, 1-way SMS) inheret the lack of incident ownership transparency and work progress monitoring
Built-in real-time tracking and visibility of acknowledgements avoids waste work in following up on who is taking care of what. Alert-cycle management (new->acknowledged->resolve), annotations and mobile chat provide valuable real-time insights into work progress.
Manual phone calls with many issues like missing or non-up-to-date contact information. Often limited to 1:1 conversations.
SIGNL4 comes with a built-in, 1-to-many real-time chat. This provides for instant and effective anywhere collaboration.
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