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24/7 Software Blog

“Does anyone have any last-minute questions?” you say to your team.

Most of the group begin shaking their heads. You get the indication that everyone is on board with the action plan.

Tonight’s event starts in seven minutes.

You make your way to the operations center where your team is waiting for you.

Your Operations Manager, Terry, joins you in the Operations Center. You require all your supervisors to be in there at event start.

They usually get pulled out for other calls.

But, you like to do a quick meeting to kick off each event. This ensures everyone is on the same page.

“Hi, Susan,” you say to your director of customer experience, and you walk through the door. “Hey, Steve!” you shout to one of your operations coordinators.

After a few more greetings and a communications check with the rest of your team, the room gets quiet.

The event starts.

Issue and incident calls come in before most events start. But, the velocity of calls picks up once the customers congregate into the building.

A couple of hours of standard incident calls – wet spills, unruly spectators – go by without a hitch.

Everyone is on top of his or her game. Nothing seems to be slipping through the cracks.

But, in an instant, that all changes. Your team receives an incoming call that causes you to get involved quickly.

A customer reported to one of your employees that they identified two of your staff drinking beer while on duty.

You rush to meet your supervisor at the location.

Unfortunately, because the customer had to search for an employee to report the issue, the two employees are gone.

The customer is only able to identify that they were in uniforms. After checking the surveillance cameras, it is hard to distinguish who the employees are or to prove they were drinking.

How frustrated does this make you? How do you feel knowing that you have unruly, dishonest employees working for your operation?

You can change your process, so you do not have to be frustrated. You can be proactive. You can eliminate this burden and catch them in the act.

Use text communication to find the problem employees creating an unpleasant image of professionalism for your operation.

Keep reading; we are going to share how implementing one of these software solutions outperforms what you are doing now.

“France's education chief says that when students go back to school next fall, all mobile phone use will be banned in schools for students roughly 15 and younger,” writes Laurel Wamsley in their recent NPR article entitled “France Moves To Ban Students From Using Cellphones In Schools.”

Wamsley’s article explains that "these days the children don't play at break time anymore; they are just all in front of their smartphones, and from an educational point of view, that's a problem,’ Education Minister Jean-Michel Blanquer said, according to The Telegraph.”

"We are working on this issue, and it can take different forms,’ Blanquer said. ‘You may need a mobile phone, for example for educational purposes, for emergency situations’ so perhaps the phones can be confined to lockers,” Wamsley continues.

According to the NPR piece, “The French educational code has banned using phones in class in elementary schools and secondary schools since 2010. As a result, phones are supposed to be kept in students' backpacks.”

“But apparently that's not what happens,” she writes.

We understand the frustration France’s education chief and faculty face.

But, this message also frightens us.

A cellphone confined to a locker; that only helps in minor emergencies.

What about the severe emergencies that require real-time communication? You know, active shooters, BOLOs, and all other that need proactivity.

“E-cigarettes and vaping are being banned in indoor public areas in New York, after Gov. Andrew Cuomo signed a bill into law that will place the same restrictions on new and old nicotine delivery systems,” writes Bill Chappell in their latest NPR article entitled “New York Bans Vaping Indoors In Public: State Law Classes E-Cigs With Cigarettes.”

According to Chappell’s article, "These products are marketed as a healthier alternative to cigarettes but the reality is they also carry long-term risks to the health of users and those around them,’ Cuomo said, in a news release about the signing. ‘This measure closes another dangerous loophole in the law, creating a stronger, healthier New York for all."

“Citing the lack of broad regulations on what chemicals e-cigarettes can contain and how much nicotine they deliver, the governor's office says, ‘These factors could lead to long-term adverse health effects for e-cigarette users and bystanders," the NPR piece continues.

Chappell comments in the article that “When it takes effect next month, New York's new law will cover vaping under the state's Clean Indoor Air Act. The blanket restriction will not apply to people who want to use e-cigarettes in private homes, in hotel rooms, or at retail tobacco outlets.”

Smoking cigarettes might already be prohibited on your property.

But, what happens if your state decides to pass a similar Clean Indoor Air Act? Do you struggle with cigarette smoking offenders as it is?

Now, you’ll have to add another prohibited item to the list. What a headache, right?

“The war in Syria is a conflict of the social media age. Everyone — the rebels, the government, ordinary citizens, everyone — has a cellphone,” according to Joe Palca’s recent NPR article entitled “Activists Build Human Rights Abuse Cases With Help From Cellphone Videos.”

“And that means almost no bad deed goes unrecorded by someone,” Palca continues.

According to the article, “A Syrian-born human rights lawyer in Washington, D.C., is collecting those videos, hoping someday they will be used to build criminal cases against the perpetrators of the violence.”

“But he also faces a major problem: The volume of videos is staggering,” writes Palca.

"We have 600,000 videos, and we're in the process of downloading almost 2,000 videos a day," says Mohammad Al Abdallah, executive director of the Syria Justice and Accountability Centre, a nonprofit supported by the State Department and a handful of European governments, in Palca’s NPR article.

This article caught our interest immediately. Why?

The power of text communication comes to mind.

Technology is evolving, and the benefits of a texting system can be profound for your property’s operation.

We get it; the obstacles for Abdallah are greater since he is challenged with reviewing hundreds of thousands of videos.

But, the key takeaway here is the opportunity technology such as this offers.

Abdallah can use it to build human rights cases against the bad guys, and you can catch people before and during offenses on your property.

Can you imagine the abilities you gain by enlisting hundreds, thousands, and even millions of eyes to prevent, deter, and build cases against offenders of all kinds?

Now, you can ensure all bad deeds are seen and reported.

“When it comes to customer satisfaction among airline passengers, Spirit Airlines ranks dead last,” shares Kathryn Vasel in her latest CNNMoney article entitled “America's least favorite airline (hint: it's not United).”

According to Vasel’s article, “For the third year in a row, the ultra-low cost carrier had the lowest score in the travel report from the American Customer Satisfaction Index (ACSI). Spirit scored a 61 on a 100-point scale.”

If you’ve flown with Spirit prior to reading today’s article, you’re probably not surprised.

“Spirit is known for its "bare fares" – cheap tickets that are stripped of any additional amenities. That means passengers will pay for things like printing a boarding pass at the airport or beverages during a flight,” writes Vasel.

From our experience, customer satisfaction goes beyond overcoming nickel and diming your customers.

It involves a complete experience. Agree?

But, according to Vasel, “Spirit said it's made substantial strides in the past year.”

"Spirit's committed to improve its operations and customer service,’ a company spokesman told CNNMoney. ‘Beginning last spring, Spirit initiated a number of programs that have led to major improvements in on-time performance and a 64% reduction in complaints year over year," says Vasel.

Now, that’s better news, right?

We’re calling it now.

This year will be the year of the unified solution. But, you’re probably wondering how we know this, right?

It’s because operations are motivated to employ Proactive Operations, which makes unified solutions the obvious answer.

You can’t apply the Proactive Operations methodology without the intention of maximizing your efficiency. There’s no way around it.

How efficient is using multiple tools – from various vendors – to operate? It’s not efficient in any way. It’s what so many operations are still doing.

But, we know 2017 will be the year you move away from this model.

The current approach of using individual tools forces you to maintain a reactive state, because you always depend on different applications to perform well.

It also means you’re relying on different vendors to remain effective.

It’s not the case with unified solutions.

A unified solution is one solution that helps you cover all bases – they evoke Proactive Operations.

This mindset will help you reach a new level in 2017.

So, let’s get started.

Make 2017 the year you transition to a unified solution for good.