Case Study 1: Customer since 2007
We are the daytime backup and after hours call center for the corporate headquarters of an energy supply company. By blending information from 1 static database of departments, 1 active database of staff members, and their office and voice mail extensions, we are able to answer and transfer calls to approximately 400 employees and 30 departments. If someone calls in and needs the fax number for the 3rd floor conference room, we have it handy. If someone calls in over the weekend and needs the lights turned on the 7th floor, we know who to contact. Should there be a disaster and the media calls the corporate headquarters, we know who gets that type of call.
Credit is due to our customer, who updates their staff and contact list several times per year. Without updated information, this system would not work as well as it does.
Reporting & Accountability: Keeping records and statistics of calls we process allows our client to know when calls come to our answering service. Since their calls often come in from different time zones, this service allows our client to adjust when their phones are staffed by their own people versus our operators.
Case Study 2: Customer since 2015
A water district became concerned about the safety of a lone employee who would do testing at the river, move machinery and keep an eye on the water supply equipment after hours. We devised an account that automatically checks in with this employee hourly after business hours and round the clock on weekends and holidays. First, we send a secure message to the rotating on-call cell phone. If the message is opened and read (we receive notification that the message was read) within 10 minutes, we know the person on site is OK. If the message is not read, our operator receives a pop up message alert. We then call the office phone which rings bells all over the complex. If we do not hear from the person on-site within 5 minutes, we then dispatch and escalate as a possible “Man Down” on-site at the water district complex.
Reporting & Accountability: Email reports are sent daily to the water district detailing every time we checked on their employee and when that employee responded back to us.
Case Study 3: Customer since 2014
We are not in the traditional alarm monitoring business. However, when the data center of a current customer asked if we could monitor the email alarms from a computer room environmental monitoring station, we were intrigued. We would need to figure out a way to differentiate between routine “testing alerts” and “trouble alarms,” all sent via email. Our IT department worked with the data center to develop a custom program which would screen out the routine notifications and pass only “trouble alarms” to the operator for dispatch. Our system ignores routine testing notices and allowed only high temperature, high humidity, power outage and other computer room environment alarms to be processed and dispatched. The number of facilities monitored has tripled since we figured out a solution to this unique problem.
Reporting & Accountability: Both the data center and Business Centers receives the same initial email alert simultaneously. Some are routine and scheduled alerts which are to be ignored. Others are important alarms, which must be dispatched. We work closely with the data center to make sure that the right alerts are acted upon and dispatched.