Case Study: ResultsCX achieves faster IT resolution and higher uptime with PagerDuty Runbook Automation Self-Hosted

PagerDuty Runbook Automation Self-Hosted Delivers Results for ResultsCX

ResultsCX, a global contact center handling trillions of customer interactions each year, needed a faster way to respond to service impacts and repetitive maintenance work without adding headcount. Using PagerDuty Runbook Automation Self-Hosted alongside PagerDuty Incident Response, the team struggled with slow escalations, lengthy diagnostics, and time-consuming tasks that threatened uptime, revenue, and engineer productivity.

PagerDuty implemented Runbook Automation Self-Hosted to automate diagnostics and service restoration, giving ResultsCX a one-click way to run checks and route the right information to the right teams. The impact was significant: service failover resolution dropped from 40 minutes to 2 minutes, telecom maintenance was reduced from two hours a day to a one-click task, and the company exceeded its 99.95% uptime standard while freeing engineers for higher-value work.

ResultsCX

Jamie Vernon

Senior Vice President, IT Infrastructure and Operations