Case Study: America’s Largest Independent Paper and Packaging Firm achieves faster, more reliable incident response with OnPage

How OnPage Enhanced System Reliability for Leading Paper and Packaging Firm

America’s Largest Independent Paper and Packaging Firms struggled with missed, buried, or ignored Autotask notifications that left critical infrastructure, security, and after‑hours issues unaddressed. To fix unreliable email paging and ensure coverage for internal IT and tech teams, they adopted OnPage’s incident alert management and on‑call solution to provide urgent, persistent notifications and reliable after‑hours paging.

OnPage integrated Autotask, the IT helpdesk phone line, and Slack to automatically page on‑call engineers, escalate if the primary responder is unavailable, and sync acknowledgements and notes bi‑directionally with timestamps for full audit trails. As a result, OnPage reduced IT response times, increased accountability and transparency, and ensured no critical alerts were missed—especially during after‑hours incidents—improving overall incident resolution efficiency.