Story
New Relic
CencoraNew Relic at Cencora: On-call Response
Cencora, a health care organization in the United States, uses New Relic AI from New Relic to support incident management for on-call rotations.
Value results
| Category | Value result |
|---|---|
| Productivity | Fewer stalled items because on-call response has a clear owner |
| Productivity | Handoffs in incident management sit in a shared queue instead of a mailbox trail |
| Capability | New joiners can see how incident management actually runs |
Story
Cencora did not need another dashboard that nobody opened. It needed incident management to move. In the United States, on-call rotations already knew where on-call response went wrong: too many copies, too little ownership, and a close process that waited on the loudest inbox.
New Relic AI from New Relic is now in that path. New Relic provides observability software so engineering teams can monitor applications, infrastructure, and user experience. The company treats it as production tooling for incident management, which is why on-call rotations live in it rather than exporting from it once a quarter.
Cencora can show how on-call response is handled today. That is the value: a repeatable way to run incident management on software the rest of the industry already recognizes.
