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Customer Story

How PagerDuty Ensures Efficient Company-wide Communication

PagerDuty dispatches alerts collected from system monitoring tools through email, SMS, phone, and mobile and provides no-fuss on-call management. They're a leader in keeping your IT infrastructure up and running, and they accomplish it through intelligent messaging, integrating with tools you already have to notify the right person to deal with the problem, based on schedule and situation.

When your standup fails to scale with your team

Launched in 2009, the company has raised over $12 million in funding and grown to seventeen employees — with three main teams dealing with operations, product, and messaging. Going through stand-up meetings with seventeen people got old fast, because of inconsistent staff attendance, and as Andrew explains, “some people just don’t like the daily stand-ups” because standups can be intrusive and put people on the spot.

PagerDuty's office

Many companies go through this transition, where the growing company can no longer operate as they did when they were a small team. Yet, they want the company to retain a small-team's strong sense of what's getting done and working closely together towards a common goal.

Efficient, effective communication is an important part of PagerDuty's product and company culture, and so a team leader who thought standups were ineffective was the one to nudge Andrew Miklas, co-founder and CTO of PagerDuty, to replace their meetings with iDoneThis. Now, PagerDuty’s staff are more responsive reporting in writing and can keep tabs on what’s going on by subscribing to a group.

Andrew Miklas, co-founder and CTO

Every evening, the team gets an email asking what they got done and they just reply. The next day, everyone on the team gets an email digest with the team's accomplishments from yesterday. "Instead of adding more meetings, I can see what everyone is up to by simply checking my email," says PagerDuty co-founder and CTO, Andrew Miklas. "The iDoneThis digests are the first thing I read every morning. I glance through them on my phone before I even get out of bed."

Instead of adding more meetings, I can see what everyone is up to by simply checking my email

Finding the right set of communication tools

While acknowledging the challenge of finding the right alignment of tools for a growing team to get stuff done, Andrew has found that iDoneThis scales well as dev teams are added because it's simple, unstructured, and lightweight. In contrast, heavyweight tools interrupt employee workflows, become burdensome, and are ultimately rejected because they're not being used to an advantage.

One of the things with iDoneThis that people really like is that it’s so unstructured.” Instead of having to make a ticket to record how you spent time interviewing people for two hours, for example, and then marking it as complete, “with iDoneThis, they can just say it.

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