Doro implements same day COVID-19 business continuity plan for local council

Doro Care UK was able to provide a solution to a client’s need for a COVID-19 business continuity plan within eight hours of receiving the call. The local council was looking for a partner to provide call handling coverage to its 3,000 customers, due to a coronavirus outbreak amongst its staff. The team at Doro’s Kings Hill centre was able to respond extremely quickly and efficiently to provide a suitable solution for a very happy client.

A call was received first thing last Friday by our Head of Telecare Services from a local council’s monitoring centre. They were looking to work with a partner to provide much needed business continuity during the COVID-19 crisis. The centre, based in East Anglia, had four confirmed cases amongst their control centre team, which meant they did not have the adequate coverage to handle the volume of calls. They needed to find another centre that could be up and running the same day. Doro got moving incredibly quickly in order to work out how to be able to support the client and their customers.

The council were in the process of moving to the UMO call handing platform from Enovation, before lockdown put this project temporarily on hold. We got straight to work with Enovation to find a solution so that Doro could seamlessly provide the monitoring for them.  By 5pm the same day our operators were able to log in to the local council’s UMO platform remotely and handling all their calls on their behalf.  An amazing achievement for all involved!

During this crisis we have supported more customers with out of hours and day time telephone calls handling, supplied telecare products and services to people for self-installation; provided outbound calls to check those isolating have the food and provisions they need and carried out refresher training and support to our product customers on Skype. We are here to help so please do let us know if you need any support.