What is our primary use case?
The primary use case of how we started using the product was to add contacts to Everbridge as if it was an Active Directory. We have logins for manager and member portals. The manager portal gives total access and member portal is given to everyone with partial access.
We also use it to send out communications, such as emails, during major incidents from our command center. We have expanded its use as an emergency notification tool.
How has it helped my organization?
The rotation and replacement options save our managers a lot of time.
What is most valuable?
When scheduling, it gives us the option to amend times or replace someone (with an explanation).
The rules option has been helpful, as we can adjust the conditions in the template.
What needs improvement?
Explanations are limited to 500 characters in description fields.
While the reporting is good, we are having a problem with one particular report which is creating a large manual process for us.
For how long have I used the solution?
One to three years.
What do I think about the stability of the solution?
We don't have stability issues.
What do I think about the scalability of the solution?
We have been able to expand the tool and are planning to take it to the store level.
In our organization, we have 390 management users currently. We are looking to add 250 more. We have requested to have 650 management user licenses in the future.
We currently have 9000 member users. We are looking to add another 3500 member users, so we have requested 12,400 member licenses.
How are customer service and technical support?
We would like the tech support to have better response times. Since we are looking at going global, they have told us Everbridge has told us that they are working on the issue.
Overall, their responses have been good.
I personally would rate the technical support as a 10 out of 10.
Which solution did I use previously and why did I switch?
Previously, we were using xMatters, then we moved on to Everbridge because we thought there were some limitations xMatters when we used their templates and there were a lot of delays with sending out notifications. We also did not feel that xMatters product was user-friendly.
How was the initial setup?
Initially, we thought it wasn't complicated. However, we did have some issues with stability and had to reach out to the support team. Later on, it wasn't difficult.
The deployment took about three to four months.
We have four team members on our Everbridge team.
What was our ROI?
It saves us a lot of time.
What other advice do I have?
It is the best tool that I have ever used.