Case Study: O2 achieves 88% reduction in incident communication time and 3-minute stakeholder engagement with Everbridge xMatters

Uptime and Seamless Communication for Britain’s Telecommunications Leader

O2, a major UK telecommunications provider and critical part of national infrastructure, needed to modernize and automate its major-incident response to protect services used for connectivity, transit payments and more. The challenge was to speed up and simplify internal communications and stakeholder engagement so incident managers could respond faster and keep customers connected.

O2 implemented xMatters for targeted messaging, a mobile app, automated escalations and easy-to-use templated communications (about 200 templates), which cut time spent sending communications by 88% and time engaging stakeholders by 85%, and reduced stakeholder engagement to around three minutes. The platform also lowered the number of engagements required to notify stakeholders and is being integrated further with monitoring tools to automate alerts-to-communications.

O2

George Guthrie

Major Incident Lead