Unbounce
Customer Success Story

INDUSTRY

Marketing and Advertising

CUSTOMER SINCE

February 2015

ACCOUNT SIZE

Medium

Company Overview

Unbounce was created by 6 founders with almost 90 years of experience in software, marketing, product design, and user experience they have primed their knowledge and know how to make products that are usable, effective, and desirable.


Unbounce is a user friendly landing page builder that requires no code! With a drag-and-drop functionality, professionally-designed templates, A/B testing, lead generation tools and CRM, WordPress, analytics and marketing automation integrations (among others), you can build and test mobile, responsive landing pages for your campaigns in the most customizable way.

Our Vision

Unbounce exists to empower every business to create better marketing experiences.

Unbounce mission

To educate, connect and empower marketing teams and agencies to grow their businesses with the best conversion tools on Earth.

Alerting and Ticketing Integrations Used

Slack, New Relic, Datadog, CloudWatch, Mobile App

Challenge

Unbounce needed a cost effective solution to provide alerting, on-call management, and escalations for distributed teams.

Problems OpsGenie Solved

  • Consolidate alerts from disparate monitoring systems into a single platform (switchboard) to manage on-call alerts, schedules, and escalations.
  • Move away from a centralized ops team to decentralized operations enabling product support teams.
  • Lower administrative overhead/costs.
  • Ease of deployment/rollout and management.

Why OpsGenie

Unbounce came across an OpsGenie representative at a systems monitoring event in late 2014. After a comprehensive review of the product, the pricing, and customer support; Unbounce switched to OpsGenie. Soon after switching, Unbounce achieved their goal of decentralizing operations and involving product teams in operations. During their implementation and onboarding phase, Unbounce faced only a few challenges regarding integration, configuration, and routing; however, thanks to OpsGenie’s customer support, their issues were resolved quickly and efficiently.

The need: Decentralization Product Support Teams

Early on, being centralized offered Unbounce and their Dev and Ops teams the opportunity to support and customize their own alerting tools and solutions. However, it made internal growth costly and on-call alerts more difficult to manage. Unbounce’s primary goal was to enable the entire organization to participate in operations, moving from the model where only dedicated ops people get alerts to alerting the relevant teams that support the impacted services.


Prior to Unbounce’s switch to OpsGenie, alerting and on-call management was managed through multiple 3rd party tools that were costly and not flexible enough meet their overall needs and workflow. Unbounce began researching different alerting and on-call management platforms and at the end of the day: most of OpsGenie’s competitors pricing models did not make sense for large scale decentralized team growth.


“We all have the same problem, we want to know when something is wrong,” stated Mike Thorpe, Infrastructure Squad Manager for Unbounce.


A simple, customizable routing system for all alerts through a main switchboard was also an important variable when considering a 3rd party solution. Unbounce’s goal was to have a streamlined alerting system and essentially to have “one way to do things through their product support teams.”

Easy to apply integrations

Flexibility was another key ingredient when choosing an alerting and on-call management solution. Because every product team has different alerting, monitoring, and ticketing needs; it’s important that they have the flexibility to switch whenever necessary.


Unbounce found that OpsGenie’s integrations are better than most. In fact, the original plan when beginning with OpsGenie was to have a few integrations for routing alerts, but Unbounce found that it was actually easier to be a bit more sophisticated with multiple integrations through the OpsGenie platform.


“We love the Slack integration with OpsGenie. We receive the ticket notification, it then creates an event for our team as well as a list of items for us to review and take action. Tieing both Slack and OpsGenie together was huge for our success as an organization.” OpsGenie has native two-way integration with Slack. It's easy to configure and is powerful- OpsGenie's robust alerts go right into your Slack channel. In turn, users can acknowledge, close, or assign these alerts from the channel, as easily as entering a command like /genie ack 12.

Customer Support

“We received really good support (from OpsGenie) when reaching out through (their chat function) which was really cool during the implementation.” Although, it was easy for Unbounce to implement OpsGenie’s integrations, “it was important that we had a level of customer service which was supplied by OpsGenie during the onboarding phase.”

Conclusion

Unbounce chose OpsGenie over the competition because it was a cost-effective for their growing decentralized team approach. Unbounce also found that OpsGenie presented the necessary and easy to apply (two-way) integrations that are needed for all of their monitoring and ticketing systems. The initial deployment and migration took less than one-weekend to set up and roll out to the Unbounce team. Unbounce has also found that the UI is extremely easy to manage from a user perspective. “Most of our new Ops team members pick up OpsGenie quickly with very little instruction on our part….and that type of early adoption is important to us.”

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