Learn how Squadcast helped Scoro to create a solid foundation for better on-call practices

By making Squadcast the central piece of our incident management, we were able to implement numerous best practices and in that process, we learned to clearly distinguish between Incidents and Alerts. Incidents that are critical and need to be handled right away, and Alerts, which are something to look at, but not very urgently. By using this centralized tool we were able to surface the actual problem that was affecting our customers.

Juan Gutierrez

VP of Engineering, Scoro

About

Scoro

Industry:

Work Management Software

Location:

London, UK

Scoro is an end-to-end work management solution that lets organizations manage their business workflows from a single location. It aids in the elimination of routine business tasks like billing and reporting, to ensure that a business runs as smoothly and efficiently as possible.

As the business was growing, Scoro’s on-call team relaized that their current ad-hoc processes werent effective. There was a need to set up scalable processes in their on-call practices. Thus, Squadcast’s features centered around On-call alerting and SRE provided the much-needed skeleton for Scoro to scale their on-call processes efficiently.

Challenges and Solutions

Challenges

Solutions

Need for centralized on-call scheduling & rotations: The lack of a formal tool for scheduling on-call rotations meant there was a lack of clarity & ownership within their on-call structure.

Centralized On-call scheduling & rotations: By centralizing schedules & rotations within one platform in Squadcast, Scoro was able to streamline on-call by bringing visibility & a much-needed sense of ownership to teams within the process.

Lack of a centralized incident dashboard: Before using Squadcast, critical alerts from monitoring tools were sent only via email. This cluttered their inbox and made it difficult to track incidents.

Centralized incident management: After integrating Squadcast into their on-call process, alerts are now centralized, making it easy to track incidents and notify the respective teams.

Complexity involving alert routing: Scoro is made up of different teams overseeing their App, infrastructure, and customer support. Routing & assigning alert notifications to the right person was an ongoing challenge.

Effective routing & incident notifications: By routing incident notifications via Squadcast, they are now able to schedule different on-call teams for different domain areas. Issues related to their app, infrastructure, and their product are routed to the respective on-call teams.

Not using ChatOps for incident response: Despite using Slack internally for collaboration, they were not leveraging its full potential for incident management.

Slack + Squadcast integration: By integrating Slack with Squadcast, Scoro was able to leverage it not only for collaboration and incident response but could also acknowledge, resolve and reassign alert notifications from within Slack.

Key Benefits

Centralized Incident management Dashboard

A feature rich centralized dashboard allows for a granular view of incidents and responses.

Easy integration with monitoring tools and ChatOps

Squadcast’s easy to set up integrations with Prometheus, & Slack among other tools helps them streamline their incident response and automate various steps along the way.

Enhanced security with Role Based Access Control

Squadcast’s RBAC feature enables Scoro define appropriate roles and permissions for various users pertaining to on-call and incident management. This helps in achieving a greater level of security & confidentiality.

Simple & flexible on-call scheduling

Squadcast's customizable on-call scheduling, allows Scoro to create on-call rotations for teams in different geographies and timezones without any hassle.