Case Study: 2nd Watch achieves 6x faster outage response with Everbridge Incident Communications

2nd Watch - Customer Case Study

2nd Watch is the largest independently owned U.S.-based cloud-native services provider, managing over 400 enterprise workloads and 200,000 cloud instances for customers including Conde Nast, Yamaha and Coca‑Cola. Facing frequent business-critical outages and a need for faster, more flexible incident coordination (its prior provider wouldn’t allow template changes mid-event), 2nd Watch also needed reliable on-call scheduling and auditable incident records to support SOC2-type compliance.

By deploying Everbridge Incident Communications and its Scheduling module, 2nd Watch can one‑click activate incident templates to get the right people onto a conference bridge, update communications on the fly, and capture incident artifacts for audits. The result: average response time fell from roughly 30 minutes to about 5 minutes, customer satisfaction and operational efficiency improved (NPS 78), clients realized significant cloud management savings (over 40% on average; 60% for Diane von Furstenberg), and audit-ready incident reports support compliance.

2nd Watch