Specialist at iQor Real-World Experience Using PagerDuty for Collections Operations
March 20, 2026
Specialist at iQor Real-World Experience Using PagerDuty for Collections Operations
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with PagerDuty
In our collections team at IQOR we mainly use Pagerduty for managing critical operations alerts and to ensure every account related issues are esclated timely. PagerDuty mostly feels very handy especially when a high priority requires proper attention or immediate follow up caused by any of the failed payments or system flags. In no time, it immediately notifies the related agent or directly escalates to our team leader if required.
Pros
- PagerDuty feels like something you can absolutely rely on... because in the rarest case where an alert is not acknowledged by the relevant agent, the alert automatically is escalated to our TL, which saves any possible errors or misses.
- In terms of integration, I would rate it a 9.4 as it's absolutely seamless with Microsoft Teams or emails, ultimately resulting in a reduction of errors in work, which I greatly appreciate about PagerDuty.
- In some cases, when an account requires input from multiple agents, PagerDuty makes sure to notify each of the relevant ones.
- Other than this, sometimes when we have new joinings, it becomes easy for us to train them because every alert or response is recorded or logged. Because of this feature, we are able to check our past actions as well, so that a good feature about PagerDuty.
Cons
- From what I have observed, I say customization of notification and alert prioritization are the areas where PagerDuty can be improved. As in our collections team, we also deal with high priority accounts and lower priority system flags, PagerDuty definitely sends the alert, however this sometimes becomes messy. For ex, we had to spend extra time to create multiple escalations and test them in order to handle the priority accounts at first, then others, and that too without overwhelming our team with lower priority notifications.
- I would highly recommend PagerDuty if it begins to offer something more intuitive, premium templates.... otherwise it's a great tool, I would say.
- Basically, it makes our shifts and on call management quite easy and we are able to maintain the coverage across all hours without hesitation.
- Dashboard acts amazingly by providing us the proper visibility into active alerts, if any, and response time as well.
- The mobile application feature is also great because I can receive and acknowledge or respond to alerts from a smartphone.
- From my whole team's perspective, it allows all the agents to focus on resolving instead of continuously monitoring their systems and helps them not to chase invalid customer, which has impacted our overall floor productivity
- A downside about PagerDuty, what I feel would be that there is very little investment in time to set up escalation rules, integration, especially for our priority accounts
PagerDuty's high reliability has definitely benefited our team in customer satisfaction, as in collections, even a small delay may cause significant problems. But with PagerDuty we never missed any high priority notification as alerts are delivered immediately and actions are taken accordingly. All these things ultimately result in better monitoring and resist all that cognitive on any agent.
It's a GameChanger... I mean what everyone is looking for. The ability to connect with pre built tools and also build custom API based integration taked care of the rest. That said, overall, it resolves issues faster and prevents missing alerts if any.
Beyond standard alerts, one workflow we rely on is heavily batch prioritization of high risk accounts. It automatically groups multiple alerts from related accounts and then pushes them into a single incident. As a result this workflow has allowed us to handle multiple high priority alerts with ease, impacting the reduction of repetitive tasks, which makes our work more efficient
PagerDuty's analytics has had some kind of impact on our collections team, which, for me, is overall positive. Before using it, our team fully relied on manual tracking of alerts, which even caused wastage of time, but now we have a centralized, real-time view of any alerts, helping us to work efficiently. The dashboard also allows us to identify accounts that often trigger critical alerts, especially failed payments of high-priority accounts.
- Splunk On-Call
We previously used to use Splunk On Call (our former tool) before we came across PagerDuty and after evaluating both of guess what we found was PagerDuty was meeting the needs we wanted to fullfill as from our collections process point of view such as automation and escalations were done swiftly , we were able to acess real time dashboards and great visibility......thats what everyone needs ...so we choose PagerDuty over Splunk
Do you think PagerDuty delivers good value for the price?
Yes
Are you happy with PagerDuty's feature set?
Yes
Did PagerDuty live up to sales and marketing promises?
I wasn't involved with the selection/purchase process
Did implementation of PagerDuty go as expected?
I wasn't involved with the implementation phase
Would you buy PagerDuty again?
Yes
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