Case Study: Disaster recovery

Silvia Planella/ June 2, 2015/ blog

“Communicating effectively with your Clients during a Disaster Recovery process”

Sunday Evening…


Pat Keogh Call Management Managing Director photo
“Arema Connect used this experience to educate our existing clients and at least make them aware that it exist and that they should plan for the future and use it as an insurance policy.

Furthermore, our client knows that in any circumstance they can rely on us to keep their business running when they need it most”

7.15 pm. We received a call from a PR company asking could we set up a disaster recovery line for one of their clients as they had a gas leak and the entire hotel had to be evacuated so that the emergency crews could establish cause and severity of the gas leak.
The main problem for the PR company was bad publicity for their client plus they needed the line answered as they had to make alternative arrangements for existing guests, answer clients due to arrive and deal with queries from the media & the general public.

7.15 pm Arema Connect programmed a dedicated line answered as per clients’ instructions.

8.15 pm We received an e-mail outlining what to say to the media, they provided us with an e-mail address for people looking for direct contact and we were told what to say in relation to general queries.

8.44 pm We set up the procedure in our call logging software as outlined by client with a forwarding e-mail address plus a mobile number in the event of a matter that needed immediate addressing.

8.45 pm System set up and running allowing the hotel to deal with on-site issues.
Our client was really pleased with the speed of response and it made them look extremely professional. It solved one large headache for the hotel manager.

9.00 pm They said at the time, ‘I realise how big Arema Connect family is and how easy is to ensure the continuity a business in any circumstance with the correct partners’.

No business deserves to be a victim to natural disasters, phone outages, accidental unforeseen events but it will limit the short and long term effects if you have contingency plans in place.

Do you want more information about our afterhours telephone answering service or Arema Connect disaster recovery service? Contact us!