Case Study: CTSO Central scales incident response and customer updates with Rootly

CTSO Central goes live in under 2 days with Rootly

CTSO Central, an operations platform for Career and Technical Student Organizations, initially used incident.io for its incident management. However, as they grew, they found that tool was built for internal coordination on day one and could not scale with their future needs. Their primary challenge was a lack of robust, automated customer-facing communications; during incidents, they had to manually translate technical problems into functional impacts for their users, such as teachers and administrators.

The company chose Rootly to replace incident.io, implementing its Incident Response, Status Page, Workflows, and Retrospectives products. Rootly provided the flexibility to decouple status updates from internal metrics and automate customer communications written in terms of user impact. The solution was deployed in under two days. The measurable results included automated customer status updates, support for 20,000 simultaneous test-takers, and top marks in internal ratings for reducing pager fatigue and improving engineering morale.

CTSO Central