Case Study: Towers Watson achieves clearer, faster IT outage communication with SnapComms Desktop Alerts

Towers Watson - Customer Case Study

Towers Watson, a global professional services firm with 5,000 staff and 15,000 associates across 16 countries, needed a more reliable way to communicate IT outages across multiple time zones and languages. Eli Fernandez, IT Service Management Lead for EMEA, sought a flexible, easy-to-use solution that could target the whole organisation or individuals, reduce calls to the service desk, and provide visibility into who had seen messages — leading them to adopt SnapComms Desktop Alerts.

SnapComms Desktop Alerts were rolled out using branded, traffic‑light templates (red for new incidents, gold for updates, green for closures, plum for planned work) and are managed by a small team of 12–15 administrators globally. The high-impact delivery, simple English messaging and built‑in read‑tracking improved clarity, consistency and engagement for outage communications; Towers Watson reports strong positive feedback and greater confidence that alerts are read, demonstrating SnapComms’ measurable ability to target audiences and track message views.

Towers Watson

Eli Fernández

IT Service Management Lead