Case study: Streamline enterprise ebook creation with AI workflows
PagerDuty is a leading SaaS provider specializing in incident management for IT operations. Founded in 2009, the company serves over 25,000 organizations worldwide, including 68% of the Fortune 100.
With approximately 1,182 employees and annual revenues of $430.7 million (FY 2024), PagerDuty has established itself as a critical solution for enterprises managing digital operations.
PagerDuty needed to position itself as an AI-solution enterprise leader while addressing the specific pain points of diverse customer segments, but lacked the streamlined processes to efficiently produce high-quality, targeted content.
The challenge
Like many growing technology companies, PagerDuty faced significant content strategy and production challenges:
- Siloed communication. Teams worked in isolation, creating fragmented messaging across departments.
- Resource constraints. Limited bandwidth for high-quality, in-house content production.
- Inconsistent messaging. Lack of a unified content strategy led to disjointed customer communications.
- Audience relevance gap. Enterprise leaders seeking incident response solutions couldn’t find content with sufficient industry-specific insights.
- Cross-functional coordination. Difficulty aligning IT operations content with customer experience messaging.
The solution
To address these challenges, the engagement implemented an AI agentic workflow to produce some of PagerDuty’s assets, notably ebooks and their supporting materials.
Integrated brand alignment
- Incorporated PagerDuty’s style and messaging guidelines directly into the AI workflow
- Embedded ideal customer profile (ICP) data to ensure content relevance for the target market
Structured framework development
- Mapped comprehensive ebook frameworks based on existing assets
- Created targeted outlines for two distinct enterprise customer segments
AI-powered content production
Developed specialized ebooks with supporting materials, including:
- “Reliability as a Competitive Advantage” targets technical teams with practical frameworks for improving service reliability.
- “Delivering Seamless Customer Experiences When Systems Fail” bridges IT operations and customer service with actionable incident response strategies.
Results and impact
The two-month engagement delivered immediate, measurable results.
Operational efficiency
- $2,500 cost savings per ebook compared to traditional production methods
- 30 hours saved per ebook in production time
- 50% reduction in resource allocation requirements
Strategic positioning
- Helped establish PagerDuty as an AI-solution enterprise leader
- Created comprehensive resources addressing critical enterprise pain points
- Developed a scalable, repeatable content production framework
Solution implementation
The AI agentic workflow transformed PagerDuty’s content development approach by creating a reusable framework that:
- Establishes repeatable processes. Built systematic workflows that could be replicated across future content initiatives.
- Balances efficiency with quality. Drastically reduced resource requirements while maintaining content excellence.
- Preserves brand integrity. Ensured all content maintained PagerDuty’s voice while adapting to different audience segments.
- Enables human-in-the-loop collaboration. Strategically integrated editorial oversight at key decision points to maximize quality and relevance.
The engagement delivered immediate value: resource savings and a sustainable content development system that PagerDuty could leverage long-term.