Case Study: Specsavers achieves operational efficiency at scale with PagerDuty Automation

An IT Spectacle Specsavers Drives Operational Efficiency with PagerDuty Automation

Specsavers, the international healthcare company behind more than 2,000 optical and audiology stores, needed a better way to manage legacy systems, complex store technology, and manual IT processes as it expanded. To support digital transformation and improve agility, the team turned to PagerDuty Runbook Automation Self-Hosted to bring governance and standardization to automation across the business.

PagerDuty implemented Runbook Automation Self-Hosted to orchestrate IT workflows, automate service desk fixes, manage remote edge systems, and streamline appointment cancellations. The results were significant: Specsavers now runs over 120,000 jobs per month, saving about 225 days of manual effort monthly, cutting Service Analyst onboarding time by 75%, reducing escalations, improving customer experience, and increasing store revenue through better appointment availability.

Specsavers

Andy Slater

Observability Platform Enablement Lead