Increasing Business Continuance through Technology

• How Technology helped keep revenues coming in during the storm
• Technology helps extend customer service past office boundaries

Businesses that were once constrained to a limited operational model can expand their flexibility through technology. New freedom to conduct business outside of the standard 4 walls, gives businesses new avenues to travel to increase their revenue and overcome unexpected obstacles. Following are just two examples of how technology has increased companies’ operational efficiency:

1. Maintaining Operations Through the Storm

   The Denver area has recently been hit with the largest back to back snow storms in recent history. With over 30” of snow falling in less than 10 days, most businesses have been forced to close their doors, for multiple days, to ensure the safety of employees. Mission Critical Systems was no exception, being closed for 2 ½ days over the past week. These unplanned interruptions can greatly impact clients, and a company’s bottom line.
   
   Technology allowed MCS to continue to assist our clients remotely through the Denver snow storms. With a combination of remote connectivity software, a Citrix Server, and 3Com VoIP telephony system, our engineers and Help Desk were able to remotely access information at the office, receive client calls on their 3Com Soft Phones from home, and log on remotely to client networks to address IT issues. All of out clients benefited from this technology without realizing it was in place.

2. Working Outside of the Box

   MCS clients are also using technology to expand their operation opportunities. One client was faced with issues, in keeping their call center open for two days, during an out of town company trip. Through the use of a 3COM VoIP phone system, they were able to continue to run their call center remotely. They deployed 3COM “soft phones” to laptops that allowed employees to keep in touch with their clients. Soft phones work through software, which is loaded on a laptop, allowing the user to accept and make calls through their computer, just as if they were at their office.
   
   The trip was a huge success, and the call center was able to stay in constant communication with their clients. By investing in technology, they were not restricted by geographical boundaries to keep their customer service at its highest level.