How Customer Success Uses PagerDuty

PagerDuty has effectively streamlined its Customer Success team's operations by integrating Zendesk for ticketing and utilizing PagerDuty for managing on-call rotations, ensuring timely responses to customer requests and maintaining service level agreements (SLAs). The implementation of on-call shifts and escalation policies has distributed workload fairly among team members and improved response times, which has been beneficial for both customers and the Sales team. Additionally, PagerDuty employs the Net Promoter Survey (NPS) to gather customer feedback, using the insights to enhance their services, shape the product roadmap, and maintain customer satisfaction. The company has launched the PagerDuty Community to foster knowledge sharing among users and continues to iterate on its processes to ensure it meets customer expectations. PagerDuty is expanding its reach beyond IT and DevOps to Digital Operations Management, with plans to showcase its success stories at the upcoming PagerDuty Summit.