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24/7 Software Blog

“One afternoon three years ago, Chelsey Vance decided to go for a walk. She took some ibuprofen before she left her Nashville, Tenn., apartment. She didn't know then that she was allergic to the medication,” writes Abigail Clukey in their recent NPR article entitled “Once Considered Creepy, Location Apps Now Seen As Critical For Safety, Logistics.”

Clukey continues, “About halfway down the trail, she felt like she was going to faint. Vance sent her roommate her location through iMessage and asked the roommate to come pick her up. She soon began fading in and out of consciousness as she went into anaphylactic shock.”

"I could feel my throat closing up, and I couldn't see anything. I couldn't find my phone to call 911, because I guess I dropped it when I was passing out," Vance says in the NPR piece.

“Because her roommate had her exact location, the roommate was able to find Vance quickly and call an ambulance. Vance credits the location-sharing service as the reason she's alive today. She now uses apps like Find My Friends to share her location with her boyfriend and close friends indefinitely, so they can find her immediately in case anything like that happens again,” Clukey explains.

According to the article, “Vance's story exemplifies one of the most obvious purposes of location sharing: safety. But it's used much more often in nonemergency situations. Modern relationships have become defined by the constant communication enabled by smartphones. Josh Constine, editor at large of the website TechCrunch, said constant checking-in through location sharing is the next natural step.”

We think so too.

And, of course, you know that anything related to safety will catch our attention.

This article resonated quickly.

Keep reading; we’re going to share why.

Today is your busiest day of the year.

Your customer-to-staff ratio is 15:1, and the incident calls immediately start coming into the operations center.

Between each incident call, you’re receiving eight to 10 customer requests for random issues.

Wheelchair requests are coming in hand over fist with no end in sight.

Your team is challenged with mitigating the high frequency of incidents occurring.

Your staff is having trouble handling customer requests coming in through the radio, and the calls are so backed up people are complaining – some have even left.

There’s no differentiation of inflow and outflow for requests versus incidents.

Your incident calls are taking priority, and wheelchairs aren’t making it to the customer.

Housekeeping issues are being neglected.

Routing all calls through one individual is creating chaos and breaking down the operation when it should be moving quickly.

Your operation suddenly falls behind, leaving you helpless.

How do you respond?

Your team is in disarray.

Do you have any idea how to pull them out of this mess?

Don’t sweat it – anymore.

We’re going to show you an easy way to avoid these customer service traps.

“Algorithms were around for a very long time before the public paid them any notice. The word itself is derived from the name of a 9th-century Persian mathematician, and the notion is simple enough: an algorithm is just any step-by-step procedure for accomplishing some task, from making the morning coffee to performing cardiac surgery,” writes Geoff Nunberg in their recent NPR article entitled “Algorithmic Intelligence Has Gotten So Smart, It's Easy To Forget It's Artificial.”

“Computers use algorithms for pretty much everything they do — adding up a column of figures, resizing a window, saving a file to disk. But all those things usually just happen the way they're supposed to. We don't have to think about what's going on under the hood,” explains Nunberg.

Nunberg continues, “But algorithms got harder to ignore when they started taking over tasks that used to require human judgment — deciding which criminal defendants get bail, winnowing job applications, prioritizing stories in a news feed. All at once, the media are full of disquieting headlines like ‘How to Manage our Algorithmic Overlords’ and ‘Is the Algorithmification of the Human Experience a Good Thing?"

According to the NPR article, “Ordinary muggles may not know exactly how an algorithm works its magic, and a lot of people use the word just as a tech-inflected abracadabra.”

“So it's natural to be wary of our new algorithmic overlords. They've gotten so good at faking intelligent behavior that it's easy to forget that there's really nobody home,” Nunberg remarks later in the piece.

Of course, this got us thinking about the evolution of Proactive Operations.

11 different incident types…

That require personnel from four different specialties just so happened to occur at the same time.

This situation is unheard of for your property – especially a low activity day like this one.

It doesn’t get better either.

You’re short staffed.

How do you manage this?

Don’t fray.

We’ve got you covered.

Let’s set the scene for you.

It’s now the busiest time of year at your property.

The stress level is up, and the projects don’t seem to end.

Even when you get caught up, the next day you feel behind all over again.

Today you walk in the office already prepared for a hectic day.

Then, to fuel the fire you notice a voicemail from your property’s legal counsel.

They’re notifying you that a slip-and-fall case has been filed against your property.

And the incident occurred three years ago.

You’re at a loss for words.

You’re not sure what to do at this point and start running through a series of questions in your head.

Who documented the incident?

Do you remember?

Do they work here anymore?

Where's it filed?

Is it filed?

Is it legible?

You may or may not even have the answers.

Take some pressure off you and your team.

OK, hate is a strong word we like to avoid.

So, we strongly dislike everything about legacy incident management systems.

Are you using old-school incident management software?

Don’t know?

Well, is the platform still operating directly on your desktop computer?

Did you install it with a CD…ten years ago?

Then it’s time.

Time to reinvest in your operation before your outdated system consumes your operation and forces you into early retirement.

But first:

You need to understand the makings of a legacy system so you can avoid these “solutions” at all costs.

Are you ready?

Are you truly ready to witness all the ways a legacy system will hold you back from achieving Proactive Operations?

Let’s jump right in.