Case Study: Principal Financial Group achieves reduced alert overload and automated targeted incident notifications with xMatters

Principal Financial Group - Customer Case Study

The Principal Financial Group is a global investment management firm with $539.9 billion in assets under management serving 20.1 million customers. Its Netcool monitoring system was generating an overwhelming volume of alerts—hundreds of thousands of notifications (one month saw about 3,600 events producing ~352,000 messages) across 323 groups and 12,000 users—and manual call trees and flat-file processes slowed incident resolution.

IT implemented xMatters subscriptions so individuals self-manage targeted notifications; staff used a drag-and-drop interface to create more than 1,100 subscriptions in a month. The solution automated role- and severity-based alerts, heartbeat checks and international scheduling, eliminated cumbersome admin work, handled high-volume spikes (e.g., 12,000 notifications in 10 minutes without issue) and materially improved response times and service levels.

Principal Financial Group

Renae Gaskins

IT System Analyst-Sr