Vy, Norway’s largest rail provider, relies on CIM to stay organised, alert, and proactive in their incident management strategy. Here’s how.
Everyday, millions of people rely on the work of transport service providers to go about their day. If a train is cancelled or a road closed, it can cause a chain of disruption that ruins people's plans, costs businesses money, and, crucially, damages your transport company's reputation.
With the Civil Contingencies Act (CCA) holding organisations to account for incident resolution, utilising a comprehensive incident management tool to stay on top of any issues is paramount. Let's explore how Vy use CIM to achieve this.
Keep Vast Teams on the Same Page
When an incident occurs, communication is vital to a successful response. This is especially true for transport services, whose networks of roads and railways stretch the length and breadth of the country. With so many teams of people, with differing responsibilities, spread out across such a vast area, keeping the right people up to date about a developing situation is no mean feat.
In the past, alerting responders and logging their actions was a laborious manual process. Thankfully, internet-connected tools like CIM now act as an always connected hub for all incident management processes.
Vy utilise the tool to keep everyone in the company aware of what’s happening when. For example, if a train is cancelled, Vy can contact the nearest replacement bus service to the required station – and communicate the situation clearly – with just the click of a button.
This is all thanks to how CIM allows organisations to pre-program alerts and messages, which can be sent to the right people in a matter of moments. Being empowered to be prepared and proactive in your communications efforts in this way is a key benefit of using a tool like CIM.
CIM as A Fundamental Part of Day-to-Day Operations
Although CIM is primarily a crisis and incident management platform, its features extend far beyond just that. Vy encourage their teams to use the tool daily for logging activities. Not only does this give the company an overview of what’s happening at any given moment, it allows their employees to acclimatise to the software and how it operates.
This means that if a larger incident was to strike, employees won’t panic and waste precious time working out how to use a tool they’re unfamiliar with. In certain emergency situations, knowing how to use crisis management tools effectively can mean the difference between life and death.
British transport companies should consider integrating critical tools into daily workflows so employees can use them optimally when a crisis occurs.
Automate to Alleviate
Crisis management teams juggle multiple issues at once during an incident, with each decision carrying untold ramifications. The process is understandably stressful. One way of easing some of this pressure is using technology to automate processes.
When Vy experience times of crisis, for instance, the crisis management team can be alerted and summoned automatically. CIM’s action cards then allow them to contact the media, key stakeholders, and the public – if necessary – using messages that have been prepared ahead of time.
Using CIM in this way allows Vy to easily follow procedures during incident management. By having a reliable system in place to handle key tasks automatically, their crisis management team can breathe easy and focus their attention on only the matters that require their expertise.
Any worthy crisis management system should work to aid the incident management process and allow organisations to proactively prepare. This preparation alleviates pressure on your team, letting them get on with the task of crisis resolution.
Learn from Experience
Vy’s use of CIM is proof that the right crisis management software makes all the difference. When employees are kept on the same page, know how to use the tools at their disposal, and are free from the burden of stress during an incident, successful resolution is practically guaranteed.
Read the full Vy case study for a deeper dive into how CIM has improved their day-to-day operations, or talk to One Voice today to learn how our software can transform your company’s crisis management process.