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8 reasons to use a response management system

February 22, 2022


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At Daupler, we are familiar with common concerns about adopting a response management system (RMS). You might already have an overwhelming number of software solutions. Maybe new software isn’t included in the planned budget. Perhaps you’re not entirely sure what a response management system (RMS) is and the value it can provide. In the following summary, we address these concerns and more by outlining 8 simple reasons to use a RMS.

Reason 1: Accelerate dispatch

When you are responding to emergencies, timing is everything. An RMS makes it easier for customer service to collect information and relay it to the appropriate people. If you have a lot of calls or other data coming in, an intelligent RMS can identify where to focus resources. In addition, callouts can be automated based on your SOPs and current staffing schedules. These efficiency gains mean faster return-to-service, high-performing personnel, and happy customers.

Reason 2: Empower customer service

Customer service representatives are under pressure to provide quality support at all times. An RMS can make it easier for personnel to document customer information and categorize call urgency or response priority. Internal procedures can be incorporated into the classification criteria, and your support staff will always know what to do and who to notify when a customer report is received.

Reason 3: Manage after-hours dispatch

An RMS can ensure that crews are only dispatched for critical issues, while non-urgent reports are documented and handled during normal operating hours. The platform recognizes calls related to the same incident to reconcile event data and prevent unnecessary dispatch. In both cases, your on-call team is saved from unnecessary callouts.

Reason 4: Drive customer engagement

An RMS can enable customers to share critical information with your crews. Customers can upload photos, include notes, and make corrections on service requests. This information can make all the difference in a timely response. Additionally, customers can monitor the response activity without requiring any additional communication from your team.

Reason 5. Notify customers

Customer trust requires confidence that information will be received quickly when service issues occur. An RMS can send text, email, or phone notifications to large groups of customers in an impact area. Customers can opt in to receive updates as incident response progresses which can reduce the number of incoming customer calls.

Reason 6: Keep crews safe

An RMS helps you share the latest information with crews, so they are onsite quickly and prepared with all the resources they need. The system can log site arrival times, check-in, and departures, and send an alert if a crew member misses a check-in.  

Reason 7: Centralize data

Many organizations juggle multiple software and information systems that do not always communicate well with one another. An RMS can interface with any information system to centralize data relevant for incident response. This minimizes manual data entry and provides valuable visibility into response activities across the organization.

Reason 8: Save money 

A well-utilized RMS can pay for itself in fewer than 6-months. Automation and protocol-based response management capabilities lead to major efficiency gains and cost savings. Overtime costs are reduced by eliminating unnecessary callouts. Fines and penalties are avoided by complying with labor contracts and regulatory mandates. Revenue losses are minimized by quickly restoring service and limiting damage liability or economic impacts. 

Daupler RMS is a comprehensive response management system for utilities, public works, and other service organizations. We look forward to learning how Daupler can support you. Please get in touch with us today!

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