How to tackle the dreaded downtime

How to tackle the dreaded downtime

What if all your systems go down? We know, we know. It’s a disaster of sorts. You don’t want to talk about it. You don’t even want to think about it. Right? The thing is, you should. Especially if you rely on Visual Management. Did you know those screens can be true saviors in such times of despair? If you take the right measures, that is. So, let’s have a look at the precautions you can take to ensure you’re well prepared should your systems ever (temporarily) implode.

When disaster strikes

Suppose another location’s server is down. Or, your construction company is dealing with a malfunction that impedes all activities. In those cases, you will want to provide customers with correct information as to what’s happening and what to expect. At the same time, it’s important to reduce the number of incoming calls so your employees can work efficiently and won’t get overwhelmed. The problem is, if there’s an outage in the network, IT usually gets to work without reporting the issue to the customer service team. As a result, call center and helpdesk agents are groping in the dark once the phone calls start rolling in.

Ensuring business continuity in times of despair

There must be a better way to go about it, right? Well, there is. But you need a well thought-out scenario (or protocol) and Visual Management. First, it’s important that any error signals in the network center are swiftly communicated to the customer contact center. Agents need to know the expected duration of the downtime, so they can share it with customers right away (you might also want to post it on your website to reduce the incoming calls). If repairs are taking longer than anticipated, the customer contact center needs to get an instant update. This helps employees communicate accurately with worried customers.

The means to your end is Visual Management. If you activate your emergency screens (which run independently from the system), real-time information can constantly be displayed. The results: more efficient employees, less incoming repeat calls, and happier customers!

Want to be prepared for all scenarios? Please don’t hesitate to contact us. We’d be happy to perform a Quick Scan and discuss your Visual Management opportunities.

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