The evening of Sunday 27th and Monday 28th October saw the UK hit by St Jude’s Storm, provisionally believed to be the biggest storm in twenty-five years. Making landfall in the South-West and sweeping across the country through London to the East of England, the “storm of the century” caused significant disruption to key national infrastructure, with trains, flights and power supplies all badly hit by the weather.
As hurricane-force winds ravaged the country, Content Guru’s appropriately-named storm cloud communications platform provided the capacity and reliability to ensure that vital utilities and travel providers maintained their critical communications services. Amidst widespread interruptions to normal services, huge numbers of customer enquiries inundated support and contact centres. In a period of less than a day, storm handled many hundreds of thousands of extra transactions for affected organisations.
Beneficiaries of storm included major airlines, the UK’s main sources of rail information – providing information on hundreds of delays and cancellations – and Britain’s largest suppliers of electricity, relied on for service updates in a period when hundreds of thousands of households country-wide were left without power.
The scalability of storm ensured that enormous volumes of enquiries across multiple media channels, totalling more than ten times usual levels, were processed by the platform without any loss of service, ensuring a seamless customer experience when it mattered most.
Sean Taylor, Managing Director of Content Guru, commented:
“We’ve seen before that every time a major weather incident occurs, organisations providing critical day-to-day services become swamped by enquiries from customers wanting to know when their power will come back, or when their next train or flight will be. It used to be the case that when this happened, the sheer volume of interactions would overload contact centres, leading to problems such as dropped calls and unanswered emails. Many customers would be unable to find out the information they needed, leading to serious frustration.
“Although people understand that core services such as electricity and transport will be disrupted during such a massive national weather event, they often don’t understand why they can’t get any information from the providers of these services. That’s what communications integration is all about – connecting people to the relevant information, regardless of whether that information comes from an electricity monitoring system, a train departure board, or any other kind of database. storm uses the cloud delivery model to ensure that this information is interpreted and delivered to those who need it, regardless of external factors such as adverse weather.”