Learn how Milk Moovement elevated Customer Experience by revamping their On-Call and Incident Response processes

As a Site Reliability Engineer, I can attest to the benefits of Squadcast for our Incident Management process. Before Squadcast, our team faced issues such as lack of incident visibility and clear escalation paths, leading to alert fatigue and delayed response times. Since adopting Squadcast’s infrastructure monitoring & chatops integrations along with mobile app, we have significantly improved our response times and reduced alert fatigue.

Diego Goding

Site Reliability Engineer, Milk Moovement

About

Milk Moovement

Industry:

Dairy

Location:

Halifax, Canada

Milk Moovement is a cloud-based software that connects all stakeholders in the dairy supply chain through real-time insights and analytics into production performance, driver analytics, product quality information, and route data.

It is a rapidly expanding B2B enterprise that collaborates with multiple stakeholders including corporations, producers, drivers, and provides round-the-clock support. Their modern tech stack demanded a tool that could enhance Reliability and help meet their SLAs. Previously, the team encountered problems with informal On-Call processes, insufficient incident visibility and unclear paths for escalation, which resulted in alert fatigue and delayed response times.

With Squadcast's infrastructure Monitoring and Chatops integrations, Escalation Policies, Automation Rules, and Mobile App, the team has achieved substantial improvements in response times and a reduction in alert fatigue.

Challenges and Solutions

Challenges

Solutions

Outdated On-Call process: Before Squadcast, Milk Moovement relied on a list of phone numbers for individuals who were expected to be On-Call which was manual, tedious & inefficient.

Streamlined On-Call management with Squadcast's mobile app: Squadcast streamlined their On-Call process by providing reliable and actionable alert notifications through its robust Mobile App, providing an option to override Do Not Disturb (DND) to ensure that critical incidents are never missed.

Inability to escalate incidents: Prior to implementing Squadcast, they lacked a clearly defined escalation path for On-Call responsibilities. This resulted in incorrect individuals being contacted for On-Call duties, leading to internal confusion and disruptions.

Timely escalations, optimized On-call: Squadcast's Escalation Policies, Round Robin Assignment, and Schedules have streamlined their On-call Management process, ensuring that alerts are delivered and escalated to the right people at the right time.

Lack of incident visibility resulting in Alert Fatigue: Before implementing Squadcast, the team experienced a significant amount of alert fatigue as distinguishing between actual incidents and non-critical alerts was challenging. This resulted in the mobilization of the entire team for every alert.

Actionable incidents with Automation Rules: With Squadcast’s Event tagging and Routing rules, incidents are now context rich while being routed to the right responders. This has paved the way for prioritization in workload and allowed their team to focus on solving incidents.

Delayed response time: Milk Moovement encountered delayed response times to incidents due to inadequate tooling.

Improved operational efficiency: Milk Moovement has achieved enhanced operational efficiency with decreased incident response times, owing to Squadcast's mobile apps and Slack capabilities.

Key Benefits

Easy Setup & Responsive Support

Their team can save valuable time by navigating through hurdles quickly during incident response, thanks to Squadcast’s comprehensive documentation, responsive support & easy setup

Easy Integrations with Monitoring & ChatOps Tools

They have optimized their incident response, allowing for efficient communication & alert routing, by utilizing Squadcast's built-in integrations with Datadog & Slack.

Flexible & Instant Alerting

Milk Moovement can swiftly respond to alerts by routing them via mobile app and Slack. The customizable notification rules that enable DND overrides ensure that no critical incident goes unnoticed.

SRE (Site Reliability Engineering) Adoption

Squadcast is helping Milk Moovement adopt SRE best practices like Status Pages to provide their customers with a comprehensive view of their services’ reliability.