Background
This group runs hardware stores, department stores and digital services and employs tens of thousands of people. Each division has its own risks, from supply chain disruption to technology outages, and head office needs one view of every crisis response. Emails and phone trees were too slow.
Implementation
Each division loaded its crisis management plans into the Plans module. A Crisis Manager activates an incident from the Incident Management dashboard with one click, which alerts the right people, opens conference calls and hands out pre-written messages and checklists. Questionnaires collect staff availability and site damage reports, and Touchbase sends two-way SMS to thousands of staff.
Results
The time from spotting an incident to mobilising the team has dropped sharply. Crisis Managers see each situation live and can add or remove people as it changes. Pre-written messages and automatic action logs keep the response consistent, and two-way SMS keeps store and corporate teams in step.
