Case Study: EMBER streamlines incident management and 24/7 SOC operations with Squadcast

EMBER Optimizes Incident Management with Squadcast for Seamless IT Operations

EMBER, a hybrid IT services and managed security firm, faced challenges in managing critical client incidents and adhering to strict SLAs due to a lack of a structured, reliable incident management solution for tickets arriving through multiple channels. They required a tool that could ensure prompt alerting and swift response to minimize downtime and its impact on business operations.

Squadcast provided a solution with its intuitive on-call scheduling, tiered escalation policies, and mobile incident management. By integrating with their ITSM tool, Squadcast enabled EMBER to efficiently route and handle critical alerts, ensuring 24/7 coverage and timely resolution. This streamlined EMBER's incident response, minimized disruptions for clients, and helped them reliably meet their service level agreements.

EMBER

Robert Crozier

Manager