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    • Automating Incident Callouts at Canadian Pacific

    Automating Incident Callouts at Canadian Pacific

    • March 2, 2018
    • BusinessCustomersIT OpsTransport & Logistics
    Automating Incident Callouts at Canadian Pacific

    “Enterprise Alert delivers the right information to the right people at the right time and in the most convenient and effective way. It has become a foundational part of our services toolbox.” Ernest Pedersen, Business Analyst, Canadian Pacific

    About

    Canadian Pacific (CP) is a historic Canadian Class I railroad, incorporated in 1881. It was Canada’s first transcontinental railway. Headquartered in Calgary, Alberta, it owns approximately 20,000 kilometers (12,500 mi) of track across Canada and into the United States.

    Situation

    CP was looking to increase speed and effectiveness of incident callouts to information officers, field services engineers and staff in various departments. Information Services was tasked with finding a solution with capabilities to automate manual processes and mobility aspects to support anywhere delivery of critical information. Architectural fit would ensure additional opportunities would arise as CP’s experience with the product grew.

    Solution

    Derdack’s Enterprise Alert® was initially deployed in the Information Services department, it now serves 90 different teams who require notification of level 1 incidents. CP uses the “Emergency Callout” feature of Derdack to automate incident alerting. It allows for fast, parallel multi-channel notification of people and teams, factoring in duty scheduling, communication preferences and responsibilities. This heavily increases speed of delivery by relieving 1st level operations staff from manually and sequentially reaching out to people.

    The mobile app of Enterprise Alert with its push notifications plays a central role, while text messaging and voice calling is also used for specific scenarios. Derdack’s mobile app, available for iPhone, Android and Windows Phone, combines powerful push notifications, actionable alert messages, response tracking, annotations and ‘who-is-on-call’ information.

    CP also integrated Enterprise Alert with HPE Service Manager (HPSM) to deliver incident alerts to 800 field engineers supporting the rail network. Once they receive an alert, they can respond with ETA information on how fast they can reach the incident site. Automated escalations happen when field engineers in the vicinity and on duty don’t confirm an alert within a certain amount of time.

    Benefits

    CP enjoys a range of benefits:

    1. Automation of previously manual communication processes saves a lot of time and increases overall productivity and responsiveness
    2. Based on Derdack-integrated duty scheduling, “Who is on call” info is always up-to-date and accessible from both web and mobile, improving agility
    3. Solution architecture allows for future scenarios and user-requested enhancements

    Read or download the full case study here

    Learn more on Derdack Enterprise Alert

    Tagged

    Anywhere ResolutionAnywhere Responseincident responseIT Operationson-callon-call schedulerapid response

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    About

    DERDACK products combine automated alert notification workflows, 24/7 duty scheduling, ad-hoc collaboration and anywhere IT troubleshooting – reducing unexpected IT downtimes at large enterprises and organizations by 60%.

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    • Use Cases
      • Overview
      • Enterprise IT Alerting
      • IT Managed Services
      • Mobile Alerting in Manufacuring
      • Critical Operations Alerting in Banking & Financial
      • Field Service Dispatching in Energy & Utilities
      • Use Cases in other Industries
    • Products
      • Overview
      • Enterprise Alert®
        • Overview
        • Alert Notifications
        • On-call Duty Scheduling
        • Collaboration
        • Anywhere Remediation
        • Incident Mgmt. App
        • Integrations
        • Technical Support
        • Derdack FAQ
      • SIGNL4® Cloud
      • References & More
    • How to Buy
      • Overview
      • Pricing and Quotes
      • Find a local Partner
      • Azure Marketplace
    • About Derdack
      • About
      • Careers
      • Partner Program
      • Strategic Partners
      • Contact Derdack
    • News & Blog
    • Request Demo