Case Study: BlackBerry achieves rapid incident notification and enhanced network reliability with BlackBerry AtHoc

How BlackBerry’s Mission Control Uses BlackBerry AtHoc To Manage Network Reliability for Clients

BlackBerry’s Network Operations Center (NOC) is charged with keeping mission‑critical services—used by hospitals, financial firms, and government agencies—online at all times. Faced with rare but high‑impact outages and a slow, manual notification process that relied on email and call trees (often taking over an hour), the NOC needed a faster, more reliable way to inform customers and coordinate incident response.

The team integrated BlackBerry AtHoc into its ticketing and tooling via API to automate multichannel alerts and predefined templates, plus a client portal for contact preferences and alert history. The change cut average notification time from over an hour to about 15 minutes, enabled ~80% of incidents to be resolved within the NOC, freed staff for higher‑value work, reduced support call volume, and improved customer trust through faster, more targeted communications.

BlackBerry

Jeff McDonald

Senior Director