When Microsoft Azure faced some of its most significant platform outages, the pressure was immense. Customers needed answers, engineers needed focus, and every moment of uncertainty risked eroding trust.
When a major outage hits, communication becomes just as critical as the technology itself. But with multiple teams, complex technical information and global audiences, delivering clear, timely updates at scale was no easy task.
We built the experience behind the response.
As a trusted Microsoft partner, Designit created and now runs Azure's Crisis Experience Management programme, a 24/7, 365-day digital customer care operation.
We designed a human-centric communication ecosystem that brings clarity to moments of uncertainty. With 70+ experts across the US, Ireland and India, AI-powered capabilities and direct connections to engineering teams, we help Azure deliver fast, transparent and reassuring experiences at global scale.
Designed for high-pressure moments
Effective crisis communication requires more than fast updates. It requires confidence.
From service outages and billing notifications to security incidents and proactive customer education, our global team supports every stage of the customer experience. Every interaction is designed to reduce uncertainty and provide clarity when it matters most.
Outcome
8k+
Incidents handled manually
97%
QA score across communications
4.81 mins
Avg “first post” time during outages
12k+
1:1 customer conversations
8.3k+
service updates published
Because in moments of uncertainty, trust begins with clear communication.
