Case Study: Resolve improves MTTA and MTTR with Squadcast

How Resolve improved their MTTA & MTTR by 30% using Squadcast

Resolve Technology, a fast-growing MSP and DevOps/SRE managed service provider based in Hong Kong, needed a better way to manage incidents for its external clients. Before using Squadcast, the team relied on a complicated mix of ServiceNow and OpsGenie for alerting, incident handling, and ticketing, which made it hard to keep clients informed and respond quickly to critical alerts.

With Squadcast, Resolve streamlined incident response using automated escalation policies, mobile and IVR acknowledgements, routing rules, APIs for ticket creation, and postmortem/status page features. The result was a simpler, more cost-efficient process and improved visibility into team performance, with Squadcast helping Resolve improve MTTA and MTTR by up to 30% and increase alert acknowledgement rates.

Resolve

Leo Wong

Consultant