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Information Technology

Cutting Response Time: Efficient Alarm Escalation in Network Monitoring Systems

Use Case

De Dietrich Process Systems, a global leader in processing equipment, needed to enhance its network monitoring alerts. While using WhatsUp Gold, they required a reliable solution to send critical alerts via SMS, especially for issues needing escalation when staff were away from the monitor.

They implemented the SMSEagle hardware gateway, which functions independently of the internet, to integrate with their monitoring and IT automation platforms. This solution ensures support teams are immediately notified 24/7, improving responsiveness and streamlining the alerting workflow.

“We’ve been using SMSEagle for more than two years, and it’s definitely helped our support teams to be more responsive when alerted. It’s also helped us streamline our alerting workflow and improve the overall control and security of the system. We envisage expanding our use of SMSEagle to help manage our rapidly increasing IoT environment and other areas such as energy management and industrial monitoring.”
Pascal Muckensturm
Information System Architect

About the company

Founded in 1684, De Dietrich Process Systems is a global leader offering processing equipment, process solutions, and engineered systems for the fine chemical, chemical, and pharmaceutical industries, with an annual turnover of over €160 million. With over 1,100 employees, the company provides quality, turn-key solutions worldwide and has a significant industrial presence in Asia, Europe, and the USA.

Company website: www.dedietrich.com/en

Challenge

  • De Dietrich relies heavily on its network and IT systems to support manufacturing and operations.

  • The company used WhatsUp Gold for monitoring — but it was only effective when staff were actively watching the dashboard.

  • The main challenge was to escalate serious, critical failures occurring “at any time of the day or night” to the appropriate support teams for faster response and resolution.

Solution & Deployment

  • On the recommendation of their partner integrator Orsenna, De Dietrich implemented the SMSEagle enterprise hardware SMS gateway.

  • The device was chosen for its independence from third-party providers and its ability to bypass the Internet, sending SMS messages directly to the cellular operator — ensuring maximum reliability.

  • The gateway was integrated with WhatsUp Gold and the company’s IT workload automation platform using ready-to-use APIs and plugins.

  • Key features applied include:

    • Email to SMS – instantly notifying staff of monitoring alerts (e.g., “end-of-day batching” issues).

    • SMS to Email – allowing two-way communication for quick acknowledgment and escalation.

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Results & Benefits

  • De Dietrich has used SMSEagle for over two years, reporting higher responsiveness from support teams when critical incidents occur.

  • The solution streamlined the alerting workflow, improved system control and security, and ensured alerts always reach the right people on time.

  • The company plans to expand SMSEagle integration into IoT management, energy efficiency, and industrial monitoring as part of its digital transformation strategy.

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