Case Study: Ultimate.ai improves workflow and incident response with Grafana Cloud

How Ultimate improved workflow, adoption, and more with Grafana IRM

Ultimate.ai, a provider of AI-powered customer support automation, faced a fragmented and inefficient incident response process. Their engineers were burdened by a multi-tool system that created significant cognitive load and overhead when debugging issues. This challenge led them to seek a more unified solution, which they found by adopting the Grafana Cloud platform, specifically its incident response management (IRM) tools and Grafana OnCall.

By implementing Grafana's integrated ecosystem, Ultimate.ai streamlined its workflows, consolidating dashboards, logs, metrics, and on-call management into a single platform. The solution from Grafana led to a dramatic increase in adoption, with dashboards growing from ~20 to 70 and active users increasing from ~15 to ~50. This improved visibility and automation resulted in better cross-team communication, empowered non-technical teams like Customer Success to create their own alerts, and fostered a cultural shift towards self-service. The company also significantly increased its log volume analysis and plans to further its observability maturity with Grafana Cloud Traces.

Ultimate.ai

Alexander Rösel

Senior Software Engineer