Cisco

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Industry

Technology Service Provider

Location

USA

Challenges

Challenge 1: Status updates scattered across email, ServiceNow, and PagerDuty with no single view
Challenge 2: Engineers reporting incidents manually because tools didn't surface them company-wide
Challenge 3: Blast email so noisy most employees never subscribed, so rumors outran facts
Challenge 4: The Enterprise Operations Center interrupted constantly with outage questions

Solution

Solution 1: One private status page everyone reaches in a single click
Solution 2: Automated real-time updates pushed from ServiceNow and PagerDuty, no manual entry
Solution 3: Self-service subscriptions by service, SMS or email, so people get only what matters
Solution 4: A single source of truth that freed engineers to resolve instead of explain

How Cisco gave 80,000 employees one source of truth for incidents

A private status page on Xurrent IMR cut MTTR by 37% and gave engineers back four hours per incident.

When a service slows down at a company of 80,000 people, the first cost is not the outage. It is the confusion. Is it the network, or my laptop? Is everyone affected, or just me? Should I file a ticket, or wait? Multiply that uncertainty across tens of thousands of employees and dozens of services, and the support queue fills with the same question asked a thousand ways, while the engineers who could fix the actual problem spend their time answering it.

That was the daily reality for Cisco's Enterprise Operations Center. The team needed a way to tell everyone the truth about service health at once, without burying anyone in email. They built it on Xurrent IMR.

37%

reduction in Mean Time to Repair

4 hrs

saved per incident

80,000

employees one click from the truth

Plus a shift away from blast-email updates that once sent as many as 26,000 emails a month.

The challenge: updates scattered, engineers interrupted

Cisco struggled to communicate the status of its software services across more than 80,000 employees. Several tools in use, including ServiceNow and PagerDuty, did not surface incidents in a way the whole company could see, so engineers reported them manually. Email was the fallback, but opting in meant hearing about everything, so most people never did.

"Communicating incidents was a challenge because of the number of users and the complexity of our infrastructure. If users experienced a latency or a performance issue, they didn't know if it was a widespread problem or specific to their laptop or network."

Deepa Duvvuru, Program Manager, Cisco

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The solution: one customizable, internal status page

Cisco's Enterprise Operations Center chose the private status page in Xurrent IMR for its deep customization and automation. The platform pushes real-time updates without manual entry, and the team built a page that covers incidents and scheduled maintenance, organized by category. Adoption climbed once employees realized they could subscribe to exactly the incidents relevant to them.

"We moved away from email communications that targeted a wide audience. Now users can subscribe to certain services, or all services when there is an outage. The status page is a one-stop shop."

Deepa Duvvuru, Program Manager, Cisco

The result: faster repairs, quieter queues, time back

Over the following year, Xurrent IMR helped Cisco cut Mean Time to Repair by 37%, alongside a marked drop in support requests. The operations center saves about four hours per incident, time that goes straight back into resolving the problem. At Cisco's scale that matters: for large enterprises, downtime can cost one to five million dollars an hour, so every minute off MTTR protects real money.

"We no longer have to post updates on different channels and answer the same questions from multiple users. We can simply point our users toward the status page."

Deepa Duvvuru, Program Manager, Cisco

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Because Xurrent IMR connects with the rest of Cisco's stack, including ServiceNow and PagerDuty, updates push automatically. That combination, automated updates plus self-service visibility, is what gives engineers their time back.

At Glance

Metric	Result
Mean Time to Repair	37% reduction
Time saved per incident	~4 hours
Employees reached	80,000, one click away
Email load	Down from ~26,000/month blast emails
Downtime cost protected	$1-5M per hour at enterprise scale
Integrations	ServiceNow, PagerDuty, auto-push updates

Get started with Xurrent today.

See how Xurrent IMR keeps your whole organization informed and your engineers focused on resolution.

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