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Ensuring Business Continuity in Bradford

Help Desk Case Study

Ensuring Business Continuity in Bradford

Contract name
Contract duration
20 years
Property type
Office block (lease relationship between client and landlord)
Occupancy number

Services provided

  • 24/7 Help Desk
  • CAFM reporting

Description of the solution

In December 2014, Bradford experienced extremely high winds which resulted in a portion of the roof being blown off, creating not only a business continuity situation for Salisbury’s clients based in the building, but also a safety risk for within the immediate area.

Following an urgent call to the Help Desk, the Customer Services Advisor raised a high priority record on Salisbury’s CAFM system. Mindful of the urgent timescales and critical nature of the issue, the Advisor arranged for the landlord’s engineers to be immediately despatched to the area. At the same time, the Advisor called the Facilities Manager to alert her to the situation. The Facilities Manager immediately rearranged her planned visits for the rest of the day and also went to the scene to assess the situation, liaise with the client and also consult the local council and emergency services.

The Customer Services team, based in Milton Keynes, remained the central focal point at all times for information and communication. For the purposes of control and management, the CAFM system was kept updated throughout the situation and a central communications process was instigated which ensured that all internal and external stakeholders received regular updates while the Facilities Manager managed things “on the ground”.

Business Continuity arrangements were instigated for the client, who had a busy call centre function to relocate, with the Facilities Manager’s support. The relevant paperwork was completed by the Customer Services team and disseminated through the central communication process to all key stakeholders.

Benefits to the client

  • Immediate customer service response.

  • Efficient and effective incident management.

  • Ongoing communication and support to all key stakeholders.

  • Arriving at effective solutions in partnership with the client.