Imagine a company providing health monitoring equipment to aged and disabled individuals, ensuring they can communicate directly with family and emergency services during distress. However, the challenge lies in processing the alerts from these devices efficiently.
The Problem
- These devices throughout Australia were using a particular contact centre for emergency responses.
- As part of service improvement, the contact centre had to change in a streamlined coordinated approach.
- No disruption to devices was acceptable, and there had to be certainty that the cutover for each device was complete.
- The cutover was initially planned to be manually orchestrated over the several thousand devices, opening up to human error.
Our Solution
- An extension to the Asmorphic Extranet was built to allow mass submission of devices where the message sequences were automatically sent and responses tracked.
- Only after each sequence item was processed would the next be fired, and visibility to any errors or incomplete communications were tracked.
- By using this automated approach, the cutover project period was reduced from months to weeks and all exceptions were managed.
- A user-friendly interface allows easy elimination of false positives, ensuring only relevant notifications are sent to the correct parties.
Additional Benefit
- As the architecture of the solution was designed to provide a generic messaging approach the client was able to use the same infrastructure for general mass communication.
- Further configurations to the devices using a similar messaging approach, for any mass reconfiguration, were able to use the same infrastructure without incurring additional costs.
