How has it helped my organization?
We went from a manual email system to an organized responsive automated system. It was able to improve our efficiency and improve everyone's responsiveness, because people were not responding to emails.
It also improved our ability to capture everything in tickets, whereas before, emails and tickets were rarely, if ever, getting created.
What is most valuable?
The most important features are the scheduling capability and the integration with ServiceNow. The ease of putting in a replacement person who will cover for you, or if you want to switch with two people, this is very easy to do. It is very easy to capture the calendaring and make sure everybody is aware of it. There is ability for it to communicate back and forth with ServiceNow and our ticketing system. This is much easier and more real-time in its capturing what is happening when a ticket opens, a ticket is accepted for work, and it is closed out.
There is also the application that you can install on your phone, which the engineers really like. If allows you the flexibility to choose: Whether you notify your home phone or your cell phone, and whether you get a text first. You get choose in what order, so the flexibility for each engineer is very good.
What needs improvement?
I swapped two people's weeks, and at least from what I saw, I had to do each day individually. It would be nice if I could swap two people's weeks without having to do it each day. There may be a way to do it, but I just didn't find it, so I did it day-by-day. This would be a neat feature to have.
For how long have I used the solution?
One to three years.
What do I think about the stability of the solution?
It just runs. We have not had a single outage; nothing. There has not been a single issue with it in the time that we have had it running. It just works.
The best thing I could say about any system is that it just works. That is the highest compliment that anyone can give to a system. It is one less headache that I have because I know that it is up and running.
What do I think about the scalability of the solution?
We are not a heavy usage, enormous company, but I see no limitations to the scalability of it. You could use this if you were a small company, and you could use this if you were a 4500 person U.S. company or a 200,000 person global company.
I could see how it would scale up very easily.
How are customer service and technical support?
Tech support is excellent. They are very responsive. We are able to reach them very quickly. On a scale of one to 10, I would give them a 10. They are very quick about getting us answers when working with us.
Their account team is excellent. Their marketing team is excellent.
Which solution did I use previously and why did I switch?
We had a very manual system where we alerted everyone to all system alerts.
With Everbridge, we were able to set up a schedule where only people on call get notified, so everybody was not getting emails and having to somehow wake up in the middle of the night.
We were also able to split out our system alerts so we now have five-minute system alerts that the infrastructure team likes to see. However, we do not need to open up a ticket and have an engineer react to it. We have a separate one now where after 30 minutes, it creates a ticket and alerts an engineer to investigate.
How was the initial setup?
The initial setup was very straightforward. The configurations took us a day and a half to be completely set up. We saved the last half a day in case we ran into problems. After, a year or two of using it, never found a problem. Therefore, it was very easy to set up.
What about the implementation team?
Their support staff and the installation/professional services team were great.
When implementing, talk to your account team and work with the installation team. Make sure you have a plan as to what you are looking for and work closely with the Everbridge team. They will get you where you need to go.
What's my experience with pricing, setup cost, and licensing?
Their pricing is a good value and very reasonable. They are very upfront about their pricing. There is nothing confusing about it.
Which other solutions did I evaluate?
We were looking for an IT alerting system. A couple of my peers gave me a couple of different suggestions. I believe I might have met them originally at the ServiceNow Knowledge Conference, and we looked at a couple of other systems along with this. We had a team of people who reviewed different options and functions that each system had. Out of that evaulation, we selected Everbridge.
We evaluated PagerDuty as a potential option. However, the system feels like it is stuck a bit in the past.
What other advice do I have?
I am pretty happy with the way it works. We are very happy with it. We have not made changes to it because it just works.
It does what it says it does. The application works. They have a long history, but the system is advanced and modern. It has a lot of great features and they keep adding to it.
Disclosure: My company has a business relationship with this vendor other than being a customer:
Jun 14 2018