After our recent blog on the benefits of on-premise, purpose-built CEBP solution platforms, we now want to start a series to present practical applications for how you can work and communicate more efficiently — in times of crisis as well as in day-to-day business. Let’s kickoff with a customer use case for leveraging DAKS for automated dispatch…
Waiting for someone to discover and report a problem can sometimes be too late. If a server room becomes too warm, an elevator fails or a system malfunctions, your staff needs to respond quickly. The efficacy of the response will determine the cost of the failure, both in financial and operational impact terms.
TTX Company Case Study
Within TTX, key servers are configured to send an automated e-mail to DAKS under defined conditions. The e-mail message contains specific information on the status of the server. DAKS uses text-to-speech technology to convert the email content into a voice announcement that is appended to a preamble message of “This is an important message from TTX.” DAKS then places simultaneous calls to all on-call engineers with the composite, situation-specific message.
To assure the problem is addressed in a timely fashion, TTX employs multiple contacts, call recurrences and escalations in their DAKS dialing logic. Each engineer can log on and off the system based on their on-call schedule and can designate the specific device to be contacted (mobile device versus home phone, for example). If no engineer responds on initial dial-out cycle, up to two more retries to each number at three-minute intervals are attempted. If still no response, the notification is escalated to a second team, then third and fourth.
Alert Notification workflows can ask for positive or negative responses to signal acceptance of a trouble ticket. Further, a two-step confirmation procedure is available. After confirming acceptance and then fixing the malfunction, the user will call DAKS and explicitly confirm with a "completed message" that the problem has been successfully resolved.
DAKS is highly flexible, allowing you to tailor solutions to your business workflows, capacity demands and third-party integration requirements. To talk more about CEBP, your operational workflow requirements and how Impact can assist you with your critical incident response and business processes, contact us today. We cannot wait to talk to you about the many benefits and possibilities to use DAKS in your enterprise — to save time, secure employees and customers, communicate better and make your overall work processes more efficient.