Case Study: CityPoint achieves 40-minute daily time savings and streamlined incident management with xMatters

CityPoint - Customer Case Study

CityPoint is a 37‑storey, 702,427 sq ft landmark in the City of London that houses over 5,000 people and a mix of offices, retail and leisure spaces. Protecting this vertical community required fast, coordinated responses to incidents from IT outages and fires to crime, spills and transport disruption, but the previous notification system was manual, error-prone and siloed, limiting visibility and timely action.

In 2014 CityPoint implemented xMatters to consolidate incident reports, enable mobile photo-enabled reporting, and integrate IT alerts plus external feeds (social media, weather, transport) into a single Communication Centre. The solution automated routing and escalation, saved about 40 minutes a day (10 minutes reporting, 30 minutes logging/managing), eliminated wrong or duplicated messages, strengthened collaboration and change management, and is being expanded to offer emergency communications to customers.

CityPoint

Lee Murray

Building Manager