Case Study: Cox Enterprises achieves nearly 100% critical-event response and 75% faster incident resolution with xMatters

Cox Enterprises reduced its time to respond to major incidents by 75%

Cox Enterprises, a diversified communications and media company serving more than 30,000 business customers, faced slow and noisy major-incident response: IT used a “fire alarm” email blast to 1,300 staff that generated 1,299 irrelevant messages per alert, forcing manual escalations that took 30–45 minutes and sometimes failing altogether when email was down.

By implementing targeted, subscription-based notifications and a bidirectional integration between xMatters and its service-management system, Cox improved visibility and streamlined escalation. Notification time dropped from up to 45 minutes to under 5, average incidents are resolved within an hour, response rates to critical events rose nearly 100%, MTTR for high/critical incidents fell over 75%, and customer satisfaction and NPS measurably improved.

Cox Enterprises

Troy Olson

Senior Manager of IT Service Management