Proactive Support Alerts
Reduce Support Escalation Time by 95 Percent with Proactive Alerts
Logistics company scenario: Shipping integration sends booking requests to carrier API, expects confirmation responses within 5 minutes (carrier SLA). Normal volume: 200 bookings/day (8 AM-6 PM business hours). Support team receives escalations when customers report "shipment not confirmed".
Before Nodinite Non-Events: Customer calls support 10 AM: "I booked shipment 2 hours ago, still no confirmation email". Support agent searches CRM system (no data), calls logistics team, logistics team manually checks carrier API logs (SSH into server, grep log files). Average escalation resolution time: 45 minutes (support + logistics time). Root cause discovered: Carrier API changed authentication method Friday night, integration failing since Saturday morning (30 hours), 180 bookings stuck in "Pending Confirmation".
Impact: 180 customers affected, 87 support calls logged, logistics team spent 14 hours manually researching + re-submitting bookings, carrier relationship strained (duplicate submissions).
With Nodinite Non-Events AckNak: Configure AckNak "Carrier Booking Confirmation SLA":
- Request Log View: "Carrier Booking Requests" (Search Fields: Booking ID, Customer ID, Origin, Destination, Timestamp)
- Response Log View: "Carrier Confirmations" (Search Fields: Booking ID, Confirmation Number, Carrier Reference, Timestamp)
- Correlation: Match Booking ID
- SLA: Response expected within 5 minutes
- Alert: If >5 missing confirmations in 30-minute window OR >10% of requests exceed SLA in 1 hour
Saturday 9:17 AM: First booking request sent after carrier API change, no confirmation received. 9:22 AM: Second booking fails. 9:47 AM alert fires (30 minutes after first failure, after 6th missing confirmation): "Carrier Booking Confirmation SLA: 6 missing confirmations in 30 minutes (expected 0-1), 0 delayed confirmations". On-call logistics engineer investigates, discovers authentication error in API logs, contacts carrier support, authentication updated 10:23 AM. Total outage: 66 minutes, 8 bookings affected (vs. 30 hours, 180 bookings).
Business value: Escalation resolution time 45 minutes → 2 minutes (operations proactively fixes before customers call = 95% reduction). 8 affected customers vs. 180 = 95% fewer support calls. Logistics manual remediation 14 hours → 1 hour (8 bookings vs. 180). Estimated savings: Support time 87 calls × 45 min = 65.25 hours saved @ $40/hour = $2,610 per incident. Logistics time 13 hours saved @ $60/hour = $780. Total per incident: $3,390. If 12 incidents/year prevented = $40,680/year saved.
Next Step
Ready to reduce escalation time by 95%? Start with the Installation Guide to set up the Non-Events Monitoring Agent, then configure your first AckNak correlation monitor using the Configuration Guide.