Managed services provider Charter transformed its IT operations by integrating SolarWinds Incident Response to overcome manual alert routing, on-call scheduling headaches, and severe alert fatigue. Prior to this upgrade, the company relied on third-party emails and phone verifications that delayed critical response times and overwhelmed engineers with redundant, non-actionable notifications.

By deploying SolarWinds' platform, Charter automated its entire incident lifecycle and introduced multi-channel alerting via phone, SMS, and email. Key results include a 93% reduction in incident acknowledgement times, seamless mobile and global shift management, and reduced alert noise through intelligent deduplication. The unified platform also provides real-time metrics, boosting overall resilience and service reliability for clients.