Case Study: Own Company achieves faster 24/7 customer support with PagerDuty

Own Company Leverages PagerDuty To Transform Customer Service Operations

Own Company, a leading SaaS data protection platform serving more than 5,000 customers, needed a better way to handle rapidly growing customer support demands and strict SLAs. Before using PagerDuty, support teams were manually monitoring emails nights and weekends to stay on top of cases, which increased burnout and made 24/7 coverage difficult.

PagerDuty helped Own Company automate and streamline support operations through integrations with Email, Salesforce, and Slack, plus flexible scheduling, escalation policies, and reporting. As a result, the team now responds in minutes, well under its one-hour SLA, and has improved visibility, overtime tracking, and staff engagement while restoring critical customer data quickly during incidents.

Own Company

Gadi Vered

Vice President of Customer