Case Study: Cisco cuts MTTR by 37% with Xurrent internal status pages

Cisco cuts MTTR by 37% with Xurrent

Cisco, a technology service provider, faced significant challenges in communicating software service incidents to its 80,000 employees. Status updates were scattered across tools like ServiceNow and PagerDuty, leading to manual reporting and widespread confusion. This resulted in engineers being constantly interrupted to answer outage questions, while most employees avoided noisy blast emails, allowing rumors to spread.

By implementing a private status page on Xurrent IMR, Cisco automated real-time updates from its existing tools. This provided a single source of truth for all employees, who could then self-subscribe to relevant service alerts. The solution from Xurrent reduced Mean Time to Repair by 37%, saved engineers an estimated four hours per incident, and drastically cut down on support requests and unnecessary emails.

Cisco