What’s the ROI? How Operational Maturity Improves Customer and Team Satisfaction

In the face of rapid digital transformation spurred by the past 18 months, organizations have been compelled to enhance their operations to support services under increased demand, leading to greater complexity and more frequent incidents. As customer expectations rise, businesses must invest in modern digital operations and incident response strategies to maintain operational efficiency and talent retention. The IDC report highlights the importance of digital operations management that aggregates and correlates digital signals to create operational awareness, with companies like PagerDuty providing tools to help achieve this. Key metrics such as inactionable alerts, incident frequency, and resolution times are critical for evaluating the effectiveness of these platforms. Building a culture that embraces process improvements and automation can alleviate stress and improve team morale, leading to higher quality work and better incident responses. Operational maturity is crucial for innovation and resilience, as discussed in a webinar by PagerDuty's experts, emphasizing the importance of understanding ROI and operational maturity in achieving long-term success.