TelWare has shared the importance of disaster-recovery preparedness with its clients for years, but earlier this week, we got to practice what we’ve always preached when firemen abruptly knocked on our door.
At the Dow Chemical Company just down the street from TelWare, a drum holding liquid chemicals became overpressurized and sparked a fire with billowing smoke. Quick-acting fire-department officials then ordered TelWare employees to evacuate to avoid the risk of hazardous-chemical exposure or explosions. Over 50 firefighters worked to contain the fire.
Since the TelWare building is located on a street with only one exit, and that exit was blocked by the fire, we rushed to relocate our fleet of TelWare vehicles to the end of our circle – as far as we could go from danger. We pursued this action as a worst-case-scenario precaution by the Charlotte Fire Department.
Although the fire took TelWare by surprise, our customers were not impacted by this evacuation. We knew our clients expected us to be available to help with their needs, and we already had disaster-recovery solutions in place. As soon as we were safely away from the fire, our support staff logged into their cell-phone apps to continue taking customer calls. With a few taps on the screen, mobile apps were logged into the support queue. In addition to taking office calls via our cellphones, we used mobile hotspots and cradle points so that technicians could work with laptops. Our ticketing system and CRM is also completely cloud-based (with mobile apps), allowing our technicians and schedulers to look up customer-contact information and inform them of delays caused by the fire.
This week’s emergency experience just goes to show that a little preparation goes a long way. Having mobile apps preloaded and ready to go for emergencies or outages means a seamless, worry-free transition during unpredictable events like the Dow Chemical fire.
When disaster strikes, TelWare is ready.
To learn more about how we can enhance your disaster-recovery preparedness, contact TelWare at 800-637-3148 or firstname.lastname@example.org. TelWare is a national leader in the installation of voice, video, data and unified communications solutions.