Case Study: Tesco improves IT response and reduces alert fatigue with xMatters

Tesco improves IT response to under 3 minutes with xMatters

UK retailer Tesco faced challenges in managing IT communications across its vast, distributed operations. With 26,000 tickets handled weekly from nine different countries, its notification processes were inconsistent, leading to slower response times for customer-affecting issues. To support its new Service-Oriented Architecture (SOA), Tesco needed a better way to track issues from discovery to resolution and turned to the vendor xMatters for a solution.

By implementing the xMatters communication platform, Tesco enabled its technologists to subscribe to relevant, actionable notifications. This reduced alert fatigue and improved collaboration. The system was implemented globally in just 27 days. The results were significant: issue acknowledgement improved to 98%, the average time to respond dropped to less than 3 minutes, and the company eliminated dropped tickets. xMatters provided the insight needed to drive accountability and deliver better customer experiences.

Tesco