Gett replaces paging tool with Exigence to accelerate
and streamline
IT and security incident response
Exigence plays a mission critical role in ensuring business continuity and user satisfaction. Before Exigence, we relied on the paging system and manual updates, which caused delays and inefficiencies. Now, we have a centralized platform that aligns, automates, and delivers insights.
Dani Konstantinovski
Global Technical Support manager
The Customer
The Goal
-
Accelerate incident response times and time to resolution
-
Centralize incident management and communications
-
Automate processes to minimize manual work and errors
-
Provide detailed post-incident analysis and cost assessments, instantly and effort free
-
Ensure seamless integration with existing tools such as Slack, monitoring platforms, and data analysis systems
Gett is a pioneer in urban transport technology. The company’s app provides access to regulated taxis and last-mile delivery services and thebusiness travel booking platform provides comprehensive solutions for corporate travel needs.
The Gett global incident management team had traditionally used an paging tool as the core driver of its activities. However, other than being connected with its company telephony systems, all other incident related activities were manual.
This presented the team with significant challenges in managing incidents quickly and effectively, providing updates to operations and other stakeholders, and documenting incident information for lessons learned.
With a vast user base relying on its mobile app and travel booking platform, even minor disruptions would impact user experience and business continuity.
​
The company needed a robust incident management solution that could consolidate, streamline, and accelerate response, as well as automate communication, and provide immediate insights into incident impact and resolution, effort free.
The Need
Why Exigence
After evaluating multiple solutions, including from the incumbent paging system vendor, Gett selected Exigence for being the only platform that could address all of their needs.
​
Gett rolled out Exigence across its R&D, technical support, and security teams, ensuring that all relevant stakeholders had access to the platform.​
"After an incident, a root cause analysis report (RCA) needs to be generated, to explain what was the issue, which areas of the business were affected, what was the financial impact, what were the main resolution milestones, and how it was fixed. We need to record all key metrics, and communicate all this with every stakeholder via Slack.
With Exigence, there’s no need for manual data collection and report creation. The platform brings automation that enables us to get all the data and insights into one RCA report, at the click of a button. And we can even download the data from Exigence into a CSV file to populate a spreadsheet and create charts and graphs. It's amazing how powerful it is for bringing strategically important insights without any effort.”
Exigence was unique in being able to serve as a control center, with a Situation Room that provides the insights needed for understanding what you need to do and how long it would take to fix an issue. From within this same interface, with a click of a button, we can also update all relevant stakeholdersat the same time.
Oliver Bristow,
Global Incident Manager
The Exigence advantage
Centralized incident management
Automated communication
integrating with Slack and email to ensure real-time updates to stakeholders, eliminating previous complaints about lack of information during incidents.
Real-time impact analysis
connecting to Gett’s in-house analytics platform, for automatic calculation of incident costs, allowing leadership to assess financial impact instantly.
serving as a single source of truth for incident handling, providing structured alignment, orchestration, and documentation.
About the Exigence Platform
The Exigence platform provides complete command and control of critical incidents, whether for technology operations, security, or drills and business continuity tests.
It uniquely addresses every aspect of the incident, going far beyond ticketing and alerting by integrating all of the organization’s incident related systems and providing a unified interface with automated workflows and orchestration.
​
The platform also automatically coordinates all stakeholders and systems all the time, manages complex processes from trigger to resolution, simplifying the post-mortem, and enables the organization to leverage lessons learned for ongoing optimization.
​
Through its unique approach to critical incidents with unprecedented integration and automation, Exigence turns an unstructured situation into one that is structured and easy to manage, delivering unmatched control, clarity, and speed.
About Exigence
Exigence was founded in 2016 in heart of the ‘Silicon Wadi’ in Israel. The Exigence team brings extensive experience in complex, cross-organizational workflows, optimizing operations, global IT and IS organizations, cloud-based computing, and ideating – developing – and bringing to market technology solutions for strategic business challenges.
