Case Study: Baptist Memorial reduces MTTR and speeds incident resolution with xMatters

Baptist Memorial Reduces MTTR with Automated Schedules and Escalations

Baptist Memorial, a leading non-profit healthcare system in Memphis, TN, relied on its IT team to keep hospitals and patient-impacting systems running. Manual on-call lookups and ad hoc escalation practices caused inconsistent response times and frequently ate into their internal 30‑minute SLA, with incident resolution sometimes taking up to two hours while staff hunted for the right SMEs.

They implemented xMatters as a relevance engine and single source of truth for schedules and escalation procedures, enabling targeted notifications to the right individuals or groups and automatic escalation to the next available responder. By removing manual call-outs and spreadsheets, Baptist Memorial reduced mean time to resolve and streamlined incident handling, delivering faster, more reliable response for critical incidents.

Baptist Memorial