Electrum
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Electrum struggled with notification precision and system fragmentation, lacking an end-to-end view for customer queries. Complex threshold management and the absence of a centralized tracking system severely limited their real-time visibility into the overall health of their production infrastructure, making it difficult to ensure timely responses.
Xurrent IMR centralized incident tracking and integrated seamlessly with APM and CI/CD pipelines for a unified view. Intelligent, threshold-based escalations now ensure the right engineers are notified instantly, while data-driven analytics empower the team to continuously refine their response processes and reduce resolution times.
Electrum Reduces Mean Time to Resolve (MTTR) by 60% with Xurrent IMR
Electrum Payments stands as a leading provider of cutting-edge Software as a Service (SaaS) solutions within the finance and payments industry. Specializing in secure payment processing for South African banks, retailers, and mobile operators, Electrum operates in a high-stakes environment where transaction value is high, and system scalability and reliability are absolutely non-negotiable.
However, maintaining this reliability was becoming increasingly difficult due to system fragmentation. The team struggled with "notification precision," often finding it difficult to ensure the right people were notified immediately when incidents occurred. This lack of targeting led to potential delays in response times, a risk that is unacceptable in the fintech sector.
Furthermore, with various disjointed systems in play, Electrum lacked a cohesive end-to-end solution to integrate the multiple channels customers used to raise queries. This fragmentation made managing alerts based on predefined thresholds a complex and inefficient task, draining engineering resources on manual oversight rather than innovation.
The absence of a centralized incident tracking system created a significant blind spot. The team found it difficult to monitor the overall health of their production infrastructure or track the lifecycle of an issue from detection to resolution. To regain control, Electrum partnered with Xurrent IMR to implement an automated, centralized incident management platform.
By integrating their monitoring systems, Application Performance Monitoring (APM), and CI/CD pipelines into a single pane of glass, Electrum transformed their operations. The platform provided the deep visibility they lacked, creating a unified view of infrastructure health that allowed for proactive management rather than reactive firefighting.
Xurrent IMR’s intelligent capabilities allowed for the implementation of robust threshold-based alerts and escalation rules. This automation ensures that urgent incidents are prioritized and addressed promptly by the specific engineers best equipped to solve them, eliminating the guesswork from the escalation process.
The results of this transformation were immediate and impactful. By leveraging data-driven insights to track metrics like MTTA and MTTR, the team identified specific areas for process improvement. Ultimately, Electrum achieved a 60% reduction in Mean Time to Resolve (MTTR), an 80% reduction in Time to Detect, and 50% fewer SLA breaches, solidifying their reputation for reliability.
