Case Study: ZENCONNECT achieves proactive, sub-hour incident resolution and zero alarm loss with PagerDuty

ZENCONNECT Delivers Superior Support with PagerDuty’s Proactive Incident Management Platform

ZENCONNECT, a fast-growing French network-solutions provider in IT & Services (customer since July 2015), faced scaling pains as it moved from niche to enterprise: a homegrown on-call system that rerouted support calls to technicians’ cell phones caused misdirected issues, missed alerts beyond Tier 1, and left engineers without a full view of their infrastructure.

By implementing PagerDuty (including a PhoneDuty/Twilio routing integration), ZENCONNECT gained proactive notifications, flexible end-user routing, and clear, centralized analytics. Technicians now average 33 seconds to pick up and 2.6 hours to deliver a solution; the company has handled 5,000+ alarms with 0% loss, routinely resolves alarms in under an hour, resolves over 75% of tickets with a single action, and reports a near‑perfect, proactive customer experience.

ZENCONNECT

Yohann Lecornet

CTO