Ultimate, a company specializing in customer support automation, significantly enhanced its incident response management (IRM) by transitioning to Grafana Cloud, which streamlined workflows, improved adoption, and facilitated better communication among its 20-person engineering team. Previously, their IRM processes involved juggling multiple tools, leading to inefficiencies and a high cognitive load for developers. By adopting Grafana OnCall, Ultimate centralized its incident alerts, allowing seamless integration with dashboards and communication platforms like Slack, thus ensuring consistent incident management and timely updates. The migration also encouraged broader company adoption, including non-technical teams like Customer Success, who began independently creating alerts and contributing to system monitoring. The shift to Grafana Cloud not only reduced tool overhead and costs but also fostered a culture where teams were empowered to build and manage their own monitoring solutions, thereby enhancing overall system observability and efficiency. Looking ahead, Ultimate plans to further expand its use of Grafana’s observability tools, aiming to improve capacity planning, performance analysis, and reduce mean time to recovery (MTTR).