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Response management: Beyond the call

October 27, 2022


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When a critical service is disrupted, it is imperative to have a reliable line of communication between service providers and affected customers. The first call a customer makes to report an issue is a crucial point in the response process, as is the call management and dispatch process that follows.

The call management process determines how quickly the appropriate stakeholders are notified, how efficiently response teams are mobilized, and how well an incident is documented. These metrics have significant implications for compliance and liability when damage to the environment or property occurs. If the call is received after regular business hours, it is even more important for the information to be documented and relayed efficiently because resource mobilization requires additional effort and expense.

Despite the indispensable role of call management, there are inherent challenges that make it difficult to consistently integrate it with an entire response process. Effectiveness varies widely depending on staffing, call volume, and event conditions, especially when an issue is reported outside of regular operating hours. Capturing the necessary information, relaying it to the right people, and determining severity of issues can be difficult for staff with varying degrees of experience or under pressure during large-impact events. With the help of next-generation response management tools, automation and standardization of the process can significantly improve a service provider's ability to handle unexpected issues.

With Daupler's response management system (Daupler RMS), an organization's call processing and dispatch protocols are integrated into a web-based system. With options for managing after-hours calls, Daupler transforms the traditional limited-value call service into an invaluable component of an intelligent response program. The system ensures that customer reports are properly documented and evaluated to determine if issues require immediate attention. After-hours issue prioritization has the potential to generate major cost savings through reduced overtime costs. These tools are also particularly valuable for new staff or call takers, because the intuitive software ensures a call taker knows exactly what to do after identifying an issue.

Calls are thoroughly documented, and the system requires critical information to be captured during each interaction. Customers receive an incident report with an option to sign up for notifications and a link to correct or update any information if conditions change. Daupler RMS uses artificial intelligence to recognize similar events which helps to streamline incident documentation and response resource allocation. Automated customer messages or notifications can also significantly reduce call volumes once initiated for events where related calls are anticipated.

An efficient resolution to a service issue requires accurate information to be shared with response units. Daupler's platform is updated with real-time information every time a new report is documented, allowing relevant stakeholders across an organization to access the event and response details. With the latest information, crews are prepared to respond quickly and can quickly adapt to changes. The software's documentation capabilities provide auditable records for each issue. Response performance is easily tracked to identify improvement opportunities during after-action assessments. With greater visibility, organizations are able to refine dispatch procedures andtraining programs to continuously improve response capabilities.

Learn more about Daupler RMS.

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