Case Study: Claranet achieves real-time operations and faster incident response with PagerDuty

Claranet Partners With PagerDuty to Achieve Real-Time Operations

Claranet, an IT service management company, needed a way to manage rapid growth, rising alert volume, and manual incident processes that were causing responder burnout, SLA risk, and slower MTTR. The company turned to PagerDuty, using PagerDuty Live Call Routing and integrations like Slack to help its global teams handle incidents more effectively.

PagerDuty implemented a more automated incident response model that routed alerts to the right on-call resources and reduced reliance on manual escalation. As a result, Claranet improved MTTR, sped up response and resolution times, increased service availability, reduced operational costs, and gained better visibility and reporting for stakeholders through PagerDuty’s analytics and 350+ integrations.

Claranet

Andrew Rundle

Principal Engineer