Case Studies

Case Study #2 Contacting Staff

During the heavy snow of February 2009, a London based law firm approached Vocal to help communicate with their staff and partners. They had experienced many problems with their manual process. To alert their 200 staff, emails were sent out in the morning by the Facilities Manager. However, by 8am most staff had left for the office, and only a few senior managers carried mobile email devices such as BlackBerry’s. The reception team then started to manually call Managers and Team Leaders, who in turn were responsible for manually calling their teams. The reception team drafted in to make these calls then missed incoming customer calls, and the whole process proved highly inefficient and an expensive exercise for little result.

Solution

Vocal assisted the customer to resolve the issue behind this process by implementing an iModus SMS and Voice broadcast system. This enabled the Facilities Manager to send a message to all 200 staff within less than a minute, to monitor their responses and pass the information to department heads. The iModus system automatically managed the process enabling the team to work on the issues and manage the situation.

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