Case Study: Charter achieves improved incident response and operational efficiency with Squadcast

How Charter Leveraged Squadcast to Drive Client Success With Robust Incident Management

Charter, an IT services provider, faced significant challenges in managing incidents for their managed services clients. Their previous system suffered from limited integration capabilities, a lack of real-time metrics, and inefficient manual processes for on-call scheduling and alert management. This led to slow response times, operational overload from excessive alerts, and difficulty providing clients with transparent insights into their reliability engineering efforts.

By implementing Squadcast’s incident management platform, Charter automated and streamlined its entire response process. The solution provided extensive integrations, real-time analytics, automated alert routing, and consolidation to reduce noise. As a result, Charter achieved a 93% improvement in Mean Time to Acknowledge (MTTA) by removing human intervention, gained full visibility into the incident lifecycle for clients, and significantly increased its engineering productivity.

Charter

Kegan Adams

Chief Operating Officer