To better serve their customers spread across 116 countries, the world’s largest container shipping company is undergoing a digital transformation in every part of their business, including how they manage critical customer events. Specialized incident management centers struggled to access let alone share information that would help them more quickly address a sweeping variety of customer incidents, from weather delays, to piracy, and anything in between.
Teams around the globe needed to build situational awareness simply, digitally, and in real time to deal with incidents and crises as they arose. A specialized group studied crisis management best practices of other industries and leading government and military agencies, and chose Activu’s software-based solution to monitor critical operations, connecting the right teams and subject matter experts among offices to improve incident response and decision making.
Activu is now helping the incident response centers maintain a complete, and completely dynamic view of operations in both normal times and during critical events—-a view they can share anywhere, among individual sites across five continents, as well as the global crisis management center. And all of them are kept continually aware of the emergence of new critical incidents from around the globe — from the centralized centers, to the desktop, to mobile devices of subject matter experts. The strategic systems that track alarm conditions like earthquake warnings or serious IT alerts are fully integrated with Activu. Activu has transformed the way they can now see, share, and respond to critical alerts.