BUSINESS CONTINUITY

CASE DESCRIPTION

Stability is of vital importance to the successful operation of our business, however from time to time incidents occur that are out of our control, for which we ensure we are fully prepared.

THE DETAILS

On 13th June 2018 a manhole cover exploded outside our London office, the building was fully evacuated and lost power. Whilst the police investigated, the office remained closed for the rest of the day.

OUR IMMEDIATE RESPONSE

We immediately put a telephone and email forward in place that ensured no client was disrupted by the temporary closure of our London office an automatic forward occurs so calls from clients are answered by a team at an alternate Gray Dawes office.

HOW WE SOLVED THE PROBLEM

We implemented a scalable cloud based telephone system which enables us to re-route calls quickly and efficiently with no downtime. The only difference that our London served clients may have experienced was a different voice at the end of the phone.

Our continuity plan came in to full effect enabling us to seamlessly continue to service our clients.

IN SUMMARY

Calls were answered within 5 rings and all emails were responded to within 2 hours as per our SLA.

It was business as usual, we have many London office home workers and the lines were diverted to Colchester so there was no impact to customers”

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