Why Add SMS to Your Incident Management System?

Unplanned network incidents are fixed faster when communications are streamlined. Building SMS into your alerts platform delivers flexibility and customization.

Learn More

Why Add SMS to Your Incident Management System?

Incidents Happen

Unplanned network incidents happen every day. From the “chaos and carnage” of British Airways’ check-in systems failure, to a four-hour AWS outage bringing down hundreds of thousands of websites across the U.S., when service interruptions strike, companies can lose millions in revenue—or worse, their reputation for reliability. Even a minor incident can escalate like wildfire and do major damage to the trust between you and your customers. The key to resolving incidents fast while maintaining that trust is to quickly, proactively communicate with your internal teams and your customers. Building SMS notifications into your platform and workflow helps you get through a network incident with your reputation for reliability, security, data integrity, and customer service intact.

Fix It Faster

Getting your business back up and running after an unplanned outage is, of course, job number one.
From incident diagnosis to closure, issues are resolved faster when communications are streamlined up and down the chain. First you need to quickly align the right fix-it teams—from IT to management—to contain and resolve the incident, and conference calls and email chains can’t always reach everyone who needs to know when they need to know it. You also need to alert customers to outages and issues well before incidents become catastrophic. Using SMS as your primary notification channel—with voice as a fallback—is your best bet to alert stakeholders, mobilize teams, and de-escalate customer concerns.

Customer Stories

For ServiceNow, the IT service management and automated workflow solutions leader, the imperative to corral the right teams, keep customers calm, and minimize downtime led them to bake Programmable SMS into their incident management platform. With Twilio SMS and Voice APIs, they now quickly manage incidents of any size with fast team scheduling and complete service delivery for their customers. Choosing to build with Twilio, rather than buying an off-the-shelf solution, enabled ServiceNow to customize their notifications with the functionality they needed and get to market quickly.

ServiceNow SMS Incident Alert

Another company, PagerDuty, a cloud-based alerting service that works with almost all existing IT monitoring tools, was challenged to integrate SMS notifications into a wide swath of tools such as Nagios, Pingdom, Splunk, and Zenoss. They landed on Twilio’s SMS and Voice APIs as the most straightforward, flexible solution to work across multiple platforms. Now PagerDuty sends up to 30 SMS messages a second, scaling to hundreds of thousands of alerts a month. They also incorporated fallback channels--such as Voice—for escalating issues as needed. Problems solved, reputation intact.

Build Your Reputation

Companies that take a proactive communications approach are far better equipped to mobilize resources, manage escalating IT issues, and provide complete service delivery for their customers. Building SMS and voice into your incident alerts platform gives you enormous amounts of flexibility to customize the timing and delivery of mission critical notifications. SMS APIs like Twilio deliver scale, flexibility, performance, and reliability so that enterprises like ServiceNow and PagerDuty know, with supreme confidence, that their service alerts will reach their customers in time, and keep their reputations unblemished.