Every company, no matter the industry, has an operations team. Operations teams keep everything running smoothly behind the scenes. They handle all the day-to-day tasks, coordinate resources, and make sure things work efficiently, so the organization can reach its goals without a hitch. 

While the exact job responsibilities may vary, our customers spanning from healthcare to fintech to food delivery companies all encountered similar pain points:

• Data visibility

• Ability to action on data (read: constant dashboard sweeps)

• Disparate tooling (the average operator uses 6 tools!)

• Subpar internal tooling

• Playbooks that live across spreadsheets or in people’s heads 

  
  

An ops observability and incident resolution tool like Avenue helps our customers address all of these challenges — and then some. 

Read further to learn how Avenue’s robust monitoring, playbooking, and tracking capabilities help companies spanning healthcare, fintech, logistics, real estate, and SaaS become operationally excellent.

Problems across industries

The specific types of issues that ops teams across industries encounter differ. In chatting with Avenue customers, for instance, we’ve uncovered the following challenges.

Healthcare:

• Lack of visibility into critical events, such as missed appointments

• Getting real-time alerts about patient needs

Fintech:

• Getting alerted to fraud when it occurs

• Gaining visibility into refund rates, customer balances, and more

Logistics:

• Lack of visibility into complex operations

• Accountability to SLAs

Real estate:

• Visibility into performance against KPIs 

• Holding people accountable for taking the right actions in complex, multi-step projects

SaaS:

• Receiving alerts if a support ticket has gone unresolved for a while

• Getting alerted to important changes in metrics and taking appropriate action

The solution: a command center for ops

A command center for operations like Avenue helps businesses in every industry solve their ops pain points in 3 ways:

Centralized monitoring: 

Once you connect Avenue to your data warehouse and existing tooling (e.g., Zendesk, customer.io, Linear, Trello), you can trigger alerts for events you want to be notified of.

• A healthcare company that helps handle in-home visits monitors for missed house calls or patients that need several appointments within a short period of time.  

• A fintech company that loans to entrepreneurs and small businesses uses Avenue alerts to watch closely for signs of potential fraud, as determined by high return rates or large transaction amounts.

Accountability:

Sending alerts is just the beginning. Avenue helps ops teams ensure accountability through playbooks. These are like SOPs: they provide people with specific instructions on what needs to happen when an alert fires. Plus, Avenue keeps track of exactly how the work gets done, so ops teams have a full audit trail. For example:

• A logistics company that provides virtual addresses and mail services to small businesses uses Avenue to determine the series of steps that need to take place if mail is delayed or stuck. This can include escalations (if the problem isn’t resolved in a timely manner) as well as auto-resolution.

• A residential mortgage servicer and lender sets up playbooks in Avenue to ensure adherence to specific SOPs for loan management. Avenue keeps a detailed activity log and serves as a centralized source of truth, even if actions take place in apps like Slack or Zendesk.

Management:

Avenue enables ops teams to work smarter by helping them measure and improve their operational SLAs. It provides detailed analytics on when alerts were sent, acknowledged, and acted upon, and by whom. Keeping a log of stats like MTTR (mean time to resolution) can help ops teams and executives alike understand where gaps exist and what new processes need to be put into place to solve issues.

• A SaaS company’s ops team receives regular reports from Avenue to understand  overall business performance.

• A real estate company uses Avenue to ensure it’s compliant with industry regulations and provides high customer satisfaction.

Wrap up

Despite the huge variation in issues ops teams face across industries, Avenue is a versatile tool capable of helping with many different use cases. From improving incident response times to reducing time spent sweeping dashboards to increasing adherence to SLAs, Avenue helps ops teams be more efficient and far more proactive.

Interested in learning more about Avenue? Get in touch with our sales team.