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Zapoj CEM Helps Manage a Robust IT System in Higher Education

An unplanned IT failure or IT service interruption which is yet to pose a critical IT threat is an IT incident. The sudden IT incident event means key business operations are not continuing, affecting a large number of service areas and people. In this instance,  near real-time, IT incident management built on Zapoj CEM provides innovative solutions with a plethora of tools- visual risk intelligence, reliable IT alerting to improve decision making and to proactively handle critical IT events in a high-growth and ever-expanding learning environments like colleges and universities. 

The CEM technology that Zapoj leverages uses AI-powered solutions to analyze the complexity of IT events, improve visualization with data integration capabilities and enable actions through apps, desktop software for incident responders. The quick actions can deliver faster resolutions to better reinstate IT services and mitigate its impact on operations that college campuses build their interdependencies upon for teamwork and communications.

Here’s what IT outages mean to colleges and universities and how Zapoj as a leading CEM software can help them boost the efficiency of their IT Service Management tool to provide a fantastic experience for staff, faculty, and students. 

What system outage costs your higher education?

What system outage costs your higher education?

IT services are the benchmark to ensure uninterrupted learning, research and development, and the undertaking of official communications and consulting services all through the day, year over year. University administrators, faculty, and staff need a wide range of IT tools that allow them to connect and communicate with students, parents, visitors, stakeholders, and peers.  Crucial administrative operations from building a virtual network for distance learning to offering rapid and ceaseless online course registration- a robust IT service extends its support for user satisfaction, unique experience, and efficiency to help foster an advanced learning environment on a higher level. 

The complexities as exacerbated by sudden application downtime, website crash, power outage, low performances of data centers, networks, and high-risk cyber-attacks can heighten the risks of service disruption

IT downtimes basically are the consequences due to critical events like heavy rains, storms, lighting, and mostly because of unforeseen developments across IT services that appear suddenly as major threats for higher education. 

IT downtime insights: 

As reported by Gartner, IT downtime costs businesses 5,600 USD per minute. A more recent report highlights that an estimated $260,000 gets wasted due to an average downtime per hour. The study reported the degradation by 60% in monetary losses since 2016 across businesses.

Higher education faces modern-day IT outages which impact its ability to deliver service across channels, large spanning departments, and leave little room for IT responders to prevent chaos and troubles.

The routine IT challenges in higher education across universities and college campuses can subside when education administrators or the IT service management team rely on visualization and comprehensive IT alerting responses.

Ensure rapid recovery by optimizing Zapoj CEM IT incident management  

AI-powered IT incident handling tool builds situational awareness across the IT Service Management and helps with event identification, prioritization, and remediation as a form of the initial restoration process. The IT support team in your college campus can establish a unified network that escalates real-time alerting and helps reduce the impact.

Route incidents with predictive intelligence

predictive intelligence

The incident routing is still inconvenient for several academic infrastructures as it relies upon manual workflow processes. The worst part is that it wastes valuable time for recovery and does not provide much progress within scheduled work hours for IT service desk staff. And in parallel, manual handling of workflow is error-prone, and hence routing is more likely to reach the wrong destination, delaying the recovery process. 

With predictive intelligence at the core of Zapoj IT incident management, the CEM tool can harness data from multiple existing ITSM solutions, Service desk, IT monitoring tools, and IT alerting tools. By analyzing risk data, Zapoj improves visibility into evolving IT threats and helps route incident handling workflows in an automated way. 

Apply IT alerting or IT incident communicationsApply IT alerting or IT incident communications

An easy-to-use command center is competent in improving visibility into your workflows. You can use predefined message templates to communicate with IT service desk staff and prioritize incident handling response by creating chatOps and war rooms.  Relying on efficient IT alerting or IT incident communication tools, you can discuss with your response team and derive actionable insights into the next step of the recovery process. 

Communicate IT issues with on-call management 

Zapoj always makes sure your on-call team is ready to solve the IT issues as soon as the issue is escalated. As you build escalation rules, on-call schedule management is much easier. So, the IT incident team is always confident that the right response team does not miss a critical alert until acknowledged and addresses the issues. 

The efficiency of delivering real-time IT incident response improves the mean time to repair (MTTR) and encourages faster resolutions of the IT incident.

Advanced reporting and analytics

Advanced reporting and analytics

Zapoj also carefully designs its analytics dashboard to help the IT response team to assess how they perform during IT incidents. In-depth analysis of team response by area and type help meet service-level expectations. From this perspective, incidents that take too long to handle can be resolved using performance analytics.

Institutes are looking for more effective IT service tools to provide uninterrupted service to advance their learning and knowledge. Zapoj delivers high-caliber support to mission-critical objectives of higher education learning management and also improves ROI by automating IT alerting. In times of pandemic where virtual learning rests on the active and robust IT infrastructure, embedding Zapoj CEM into your ITSM systems enables higher education to deliver a connected experience for students, faculty, and staff. To support your growth and transform the academic experience, Zapoj CEM must feature in your IT infrastructure. Call us for a demo.

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ZSuite

Zapoj Build The Best Academic Experience with Safe Return to Campus

A new version of campus or university safety is gaining attention as university stakeholders or leaders are faced with challenges for advancing learning in a new environment of the COVID-19 pandemic. The safe return to campus emphasizes the serious involvement of higher education institutions in ensuring safety and security to health risks for students, faculty, and staff. As they decide to reopen, Zapoj CEM enables a safe campus to allow everyone to connect, maintain, and continue future learning efficiently. By providing all necessary core capabilities to encourage the safe return of students, faculty, administration, management, stakeholders, peers, and staff to the key operations of learning management, Zapoj takes higher education to the next level with uncompromised campus experience.

Ensure campus readiness for everyone at higher educations



Ensure campus readiness for everyone at higher educations

The foremost requirement for a safe return to campus is to ensure effective measurements to help control infection from spreading and build a safe environment for campus reopen.

The Zapoj CEM facilitates stakeholders, administrators, security response teams to monitor the infection trends closely using its location intelligence across campus areas and in close proximity in the neighborhood. Gathering trending data to overlay into the system helps visualize case by case status of the infection based on deaths, infection spike, and also cumulative cases. This advanced level of risk visualizations offers a real-time data mapping capability to make data-driven decisions. Therefore, with a clear picture of the situation, higher education institutions can validate their steps to mitigating infection risk or carefully planning the return to schools.

Zapoj also empowers institutions to bolster their campus readiness preparedness strategy and execution. Using the opt-in services, university administration can invite students and each of the university members to submit their responses about regular health status. Zapoj has built-in contact centers where all member or students details are easily accessible and trackable. This is how universities can take advantage of contact tracing and identify infected students or members by using wellness checks or health status surveys.

Based on the real-time health screening feedback, colleges or universities can plan their strategies accordingly. If certain symptoms appear critical to campus reopen, universities can ramp up their efforts to strictly maintain social distancing norms, warn their people of using the infected locations around the college campus, and most importantly instruct the positive members or students to go for quarantine or people in close contacts with the infected person to take extra precaution to curb the transmission.


Prepare school or campus assets to reopen



Prepare school or campus assets to reopen

The facility mapping gives complete awareness of how higher institutions can better manage significant criteria of disease control. Using location intelligence technology, Zapoj empowers facility managers to fully utilize its geospatial mapping solutions to quickly identify the risk-prone zones inside the premises of the campus or within a particular space such as library, office, administrative departments, and anywhere in the university.

This smart approach provides an additional advantage of maintaining social distancing compliance, while also preventing any chance of close proximity encounters. Location mapping observes the social distancing parameters to help with assessment. For instance, if any encounters occur between a healthy member and an infected person, location-based facility mapping instantly sends out notifications about interactions for immediate recovery processes. And in parallel, managers can optimize contact tracing to determine the infected person and identity places with higher risks of contact transmission.

Location tracking when combined with contact tracing capability can be more of use to improve density management. Location tracking is especially important to track density in some spaces like halls or events and, alert over violation of social distancing parameters.

Zapoj prioritizes sanitation drive as a step towards building a clean environment that promises a safe and risk-free campus for students. Real-time infection status through contact tracing is a flexible capacity of Zapoj to keep track of full audit trail history, and therefore, ensuring cleaning tasks when and as necessary over time.

From initiating isolation activities to launching cleaning initiatives, Zapoj CEM is purpose-built to prevent transmission risk and support continuity.


Enable return to campus conveniently with Zapoj 



Build The Best Academic Experience with Safe Return to Campus

A safe return to campus also requires vaccination status on campus. Zapoj CEM is capable of managing a vaccination drive for students. Higher education institutions may need this approach to amp up their campus readiness. Enrolling campus members, staff, faculty, and students in the vaccination is readily available with Zapoj contact tracing capabilities. As members sign up for opt-in services, they can communicate their current status after vaccination and receive reminders for the next dose of vaccine. By having everyone in the contact centers, administrators can keep track of vaccine status and ensure wellness checks. Multiple communication channels also help members continue the vaccination drive and meet all necessary requirements for a safe return to campus.

Zapoj CEM gives scalability with a number of solutions to effectively manage campus readiness. Contact tracing, location intelligence for proximity checks, vaccination status, cleanliness drive are ensuring campus safety and prepare universities to embrace and encourage the safe return to university or campus.

As you begin to reopen, get Zapoj CEM. Contribute not only towards continuity of learning but also ensure active participation in limiting the spread of deadly diseases like COVID-19. Need to know more. Call us or ask for a demo.

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ZSuite

Get smart visitor management solutions for higher education safety with Zapoj CEM

College or university campuses are none less than a micro-city, spreading over acres of land with an uncountable number of people moving around its multiple buildings or facilities and between departments. Staff, faculty, students, and additional people gather here- the number of visitors also fluctuates on any given day, which requires the university to keep track of its people for extra layers of security and safety.

An extreme challenge reveals the inability of the emergency response team of a higher education institution when there are a large group of students, parents, visitors, and sports fans gathering for different events and purposes. To manage an influx of people across college campuses and ensure their safety, an emergency communications system may lack robustness of Critical Event Management capabilities and visitor management applications altogether.

Visitor emergency communications when combined with Critical Event Management enables the higher education institutions to leverage the best-in-class emergency mitigations tools for its people to keep them informed, prepare them for safe evacuation, and ultimately keep them safe out of danger. 

Here’s how SaaS-based CEM platform tool, Zapoj helps security operations managers at higher education with comprehensive visitor management solutions.

Why on-site scenarios at campus call for additional efficiencies and conveniences with emergency communications?



Why on-site scenarios at campus call for additional efficiencies and conveniences with emergency communications

A high volume of visitors can pose safety risks as operational challenges continue to linger with increasing need for quick evacuation processes. Keeping a tab of every visitor on-premise and monitoring their movement is a key approach to discovering what’s going on in and around, and therefore assessing the risk factors.

Campus events – sports day, music fest, public figure speech, including campus visit, parents weekend and more such events are huge crowd-pullers than usual days at the university premises. There could be many such instances that result in unforeseen risks from active shootout, gunman attack, campus fire, and facility damage.

Such scenario urges for an immediate requirement of emergency communications which helps locate and reach the visitors during an emergency. Most importantly, real-time emergency updates are crucial to making sure that every person whosoever is in danger could be reached out during emergency procedures and provided with information that guides them properly. Leveraging Zapoj CEM helps scale visitor management and notifications, while allowing for real-time threat visibility that improves emergency preparedness management.


Act quickly in different critical scenarios with Zapoj CEM solutions



Act quickly in different critical scenarios with Zapoj CEM solutions 

Zapoj uses AI capabilities, which makes identifying threat scopes of unpredictable risks efficiently, enabling emergency security teams to use the built-in contact centers immediately and escalate emergency communications.

As the visitors or groups on university campuses are diverse, Zapoj contact center is flexible to adapt to event-based opt-ins that allow each type of group to sign up and receive real-time event information for increased visibility into the emergency situations . Not only is the contact center fast to get visitor information, but also the predefined messages are scalable to save time and shareable across social media platforms and other channels to enhance reach during emergencies. During any critical situations, higher educations can responsibly connect with the targeted recipients via Facebook, text, webpage, voice call, and on email also.


Marking restricted zones 


The colleges or university can invite different types of visitor groups to its public events. And in parallel, those visitors can also be eager to know more about the safety preparedness. For events like music fests or guest lectures, visitors become careful about their safety.

Marking restricted zones

As part of robust visitor management procedures, emergency security teams can mark hazardous zones as restricted areas. With this precaution in place, in case of an emergency fire breakout, Zapoj CEM  can detect this threat and relay the data to the command center. Using geolocation, Zapoj can mark the exact location of the command center and help the emergency rescue team reach the targeted locations and launch the evacuation process.

Providing on-site visitor management experience 

Providing on-site visitor management experience

Zapoj CEM using its location intelligence technology can help track the whereabouts of visitors in the premises. This capability also enables higher education to know how many visitors and college or university members are on the premises currently. This is helpful in guiding people for evacuation if any emergency occurs.

Accessibility is another security feature of Zapoj CEM to help enhance visitor management. With opt-in features, the identification of visitors can be established, thus eliminating the chances of unauthorized persons to access the premises.

Location technology also scales as an highly efficient wayfinding system to give an opportunity to navigate the large premises with ease. Multiple departments sprawling from one point to another is making it difficult for visitors to locate the right destination, wasting their time and adding to poor visitor experience. Zapoj CEM can help locate the target location as the visitors sign-up for opt-ins and reach the selected destination with no more extra effort.

Visitor engagement and management is an important criteria to ensure safety and security for every visitor higher education has on special days. The ability to provide real-time information through emergency communications is one of the basic requirements that college or university can provide to its people. Zapoj CEM helps in this perspective by enabling real-time emergency response and crisis management capabilities to provide improved visitor experience.

To learn more about Zapoj CEM, and its smart solutions for visitor management, give us a call or book a demo.

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ZSuite

Top 3 Things Higher Education Can Do To Build Resilience

Overview 

A real-time risk mapping allows higher school authorities to allocate appropriate resources to anticipate, locate, and respond to critical threats with the help of location intelligence and crisis communications- ensuring safety and security for everyone on and off campus.

Key Takeaways 

  • Emergency responders can use visual risk intelligence built on Zapoj CEM to detect the potential threat and its impacts.
  • Security teams can derive data-driven insights into threats and achieve accuracy with decision-making.
  • Higher education authorities can rely upon Zapoj CEM to evaluate safety measurements at campus and build a safe and secure learning environment.

An integrated suite of emergency communications and visual risk intelligence gives stakeholders, facility management and emergency security team of a higher education institution the freedom to prepare their contingency plan effectively. Taking into account the volatile nature of any critical events, getting insights into the trends can improve understanding of the potential risk and anticipate their impact

on the facilities, people, assets, and operation continuity, encouraging remediation efforts rapidly. 

To keep ahead of the critical events, higher education needs real-time data feed from a variety of sources – IoT sensors, drones, satellites, social media channels to achieve speed and relevancy so that they can establish accuracy in decision making and reduce mean time to repair.  


Unpreparedness ramps up unprecedented risks 


Several academic administrators still rely on disjointed emergency communications systems when they seek to adopt tools for critical event mitigation. 

The diverse and evolving nature of critical events can be intimidating when they ensue. Extreme weather conditions – floods, cyclones, including other natural disasters like earthquakes, system outages or IT incidents, campus shootouts or gunman attacks, or disease outbreak could amplify the risk factors for higher education,requiring them to ensure safety and security for their students, staff, administrators, stakeholders, peers, and partners. The ability to mitigate risk, keep everyone safe, and restore functions at scale is the pillar stone to ensure resilience. 

Campus safety

This powerful approach on the other hand could send out a message to students and their families about their capabilities to help build an efficient emergency preparedness strategy, and also inculcate an outlook to be a reliable and safe academic institution. To begin a comprehensive risk assessment and mitigation plan, higher education institutions can seek Zapoj, a fundamental CEM application to eliminate risk and build resilience into higher education ecosystems. 

Let’s illustrate how administrators, stakeholders, and instructional staff can use Zapoj to become resilient by tapping into competitive advantage. 


Keeping your people safe on and off campus 



Keeping your people safe on and off campus

Campus safety
is more significant than ever since the pandemic has hit, requiring colleges and universities to engage with students, faculty, and people all across campus to keep them informed and safe.

Higher education needs a fast and effective crisis response that is highly effective and scalable during diverse campus events like violence, active shootout, fire, and critical weather events. With Zapoj CEM, AI-powered visual risk intelligence can streamline messages and provide only actionable insights to improve decision making and deliver highly targeted messages to the right people. 

During a variety of critical events, designated emergency response teams can categorize event types and automate notifications specific to geolocations of the receiver when in harm’s way. 

This way higher education can build robust recovery operations and encourage a collaborative environment focused on student’s safety. 

By using Zapoj Critical Event Management, university stakeholders, and all partners can tap into the contact tracing capabilities and crisis communications, enabling effective management of disease control, implementing social-distancing norms, and preventing exposure. This helps the top leadership and emergency team at the universities abide by the regulatories to support the Safe return to campus. Also, colleges and universities failing to encourage reopening of learning institutions can reconsider their decision only if they seek help from a critical management tool. 


Making learning more accessible


Apart from making campus safe for students, Zapoj CEM also helps ensure an uninterrupted learning experience. With the formal education shifting to a remote ecosystem, colleges today need to employ virtual learning to adjust to the current curriculum. 


Making learning more accessible

Providing robust IT systems not only keeps up with the education but also helps in unprecedented administrative work, ensures wi-fi connectivity in libraries, and keeps networks running for administrations to continue operations.  A few seconds of IT outage can impact the learning experience and also suspend core operations. By identifying the root cause of IT incidents, Zapoj automates digital workflows to the right IT responder and helps eliminate IT issues instantly. 


Improving on-site coordination 



In the event of an emergency situation during campus events, Zapoj encourages collaboration using location intelligence and enables crisis communication in real-time.

Knowing the whereabouts of the exact number of staff, students, and visitors on the campus, universities can improve outreach and enhance evacuation during fire, shootout or extreme weather events. 

Visitor management

Visitor management is also a great way to ensure safety of people on campus or monitor movement of unauthorized people.  At the same time, location intelligence can be used to help visitors orient themselves and navigate the unidentified routes independently. Simultaneously, visitors can also know the restricted zones and avoid being safe. 

 


Conclusion 



Deriving values from Zapoj CEM gives the university, its stakeholders, and leadership an optimized experience to be resilient by defying the odds of critical events. By using the Critical Event Management platform, higher education can plan, monitor, mitigate and recover the impacts of critical events more effectively. They can therefore enhance their learning efficiency, improve learning outcomes, and deliver bespoke campus experience. 

Many higher education can benefit from critical event management. To know more about Zapoj, give us a call. 

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Prepare for campus safety with Zapoj CEM

Lately, colleges and universities have explored a new side to emergency threats- having a one-size-fits-all crisis communication tool cannot entirely focus on risk mitigation at campus premises. The volatile nature of the world is exposing students, faculty and its staff to unpredictable campus threats that largely involve terrorisms and active shooter. 

AI-powered location aware technology with built-in risk intelligence that helps anticipate unpredictable campus events can support the recovery efforts to minimize risk and create a safe campus environment. 

As colleges feel the need for a single glass of pane to
allow situational awareness
, a location-based Critical Event Management tool like Zapoj can level up their mitigation efforts to be compliant with the Clery Act- one of the significant law guidelines that ensures safety and security for college or university students. The Clery Act compliance is one side to ensuring student safety- building the best security practices can address a terrorism event or a an active shoot incident and ensure a resilient campus. 

Those are complicated emergency situations and decision-makers need to utilize location intelligence as a basic approach to detect threats on assets and human experience. 

Here’s how decision-makers at higher education institutions can enable a safe campus culture using Zapoj CEM. 

The need for campus event safety 

Large crowds are a common scene at college music concerts, sporting events, and lectures, and hence they have higher chances of inherent risks.

Missing an important threat opportunity means fostering an unsafe environment that could help with active shooting or allow rumors of a violence. As the basic survival instinct prompts to apply any measure to escape the scene, it basically sends shock waves across the campus premises that finally ends up in crowd rush, resulting in the most possible casualties from stampede. The high-speed storm can add an additional layer of concern while mass shooting rampage continues.  Security and emergency management needs to adopt an optimal level of campus safety readiness. The disaster preparedness process requires location intelligence to identify risks and the ability to communicate instantly with its people in harm’s way. 

Given the rapid cases of active shooter events – especially deadliest mass shootings at college campuses or events, college students are worried about unsafe campus events. This evolving scenario requires the security and emergency management at higher education to revisit their emergency plans to simplify location intelligence and emergency response. 

Better insights into threats with location intelligence

Better insights into threats with location intelligence

To proactively leverage the power of emergency communications and mass notifications , emergency preparedness plans must drive real-time threat feed to build visual risk intelligence.

Location intelligence predicts the source of threats and their impacts in real-time on human life and facilities. It’s true organizations are using a large tech stack to track data feeds that provide visibility into incident events of a particular area and help assess the risk impacts on facilities or life.  Tapping into data although is easy, making sense of it seems challenging. Data needs appropriate comprehension to help join dots between dispersed components and ensure information accuracy.

Build situational awareness 

Build situational awareness

The capability to identify risk intelligence varies by how disjointed screens relay information and a single glass of pane communicates threat. 

Basically a traditional command center that higher educations use for the campus safety are not appropriately connected with proper locations. The data feeds it streams are presented on different disjointed screens, making it difficult for security analysts to monitor and develop accurate situational awareness.

The command center built on Zapoj gives a holistic view of its campus events- its surroundings, assets, and people all through a single pane of glass. It fetches all incident feeds and overlays them with so many other sources of data feed. Campus administration and security response teams can derive valuable metrics using AI-powered risk intelligence and assess the trends of threats. 

With predictive analytics identifying the possible potential disruptions through a single glass of pane, security teams can gain situational awareness and improve their decision making. This helps higher education alert people who’s responsible to mitigate the risk and ensure safety to people in harm’s way. 

Quick alerts and mass notifications for campus community Quick alerts and mass notifications for campus community

improving emergency response is critical to ensuring active remediation of critical threats on campus. During an emergency event, campus authority must look to provide contextual awareness through its notification message. Not every specific emergency notification would work for all people in danger. For different scenarios of an active shooter, one segment of people may need emergency notification to evacuate, the other section may hide out to avoid risk, while another segment of the community requires instruction to help with the recovery process. 

Zapoj Critical Event Management gives the emergency response teams the flexibility to preconfigure messages to fit the demanding situations and rapidly reach masses with accurate information. The critical mass notifications also never miss people who’s in danger, which reach the destination via multi-modal paths – including emails, voice calls, social media, SMS or text messages and many more channels. Zapoj critical alerting or mass notifications also escalate via two-way messaging to ensure they are acknowledged and to notify if the recipient is safe or may require immediate support for rescue operations. 

Be compliant with the Clery Act 

Be compliant with the Clery Act

The risks associated with special or large campus events are concerning. Neglecting the Clery Act and your basic responsibilities to have your contingency plans ready means you expose your students and people to life-threatening mass shooting, or terrorism incidents at campus events. ,

The very basic requirement to comply with the Clery Act is to establish a dedicated critical emergency communication and mass notification that could ensure campus safety. According to the Clery Act, universities or colleges must reveal their steps to controlling threats on campus and the inability to comply with the law may draw penalties for them. 

The rapid frequency of campus critical events are a growing concern for higher education and its students. The Clery Act provides guidelines on how universities and colleges can keep their students informed as emergency incidents are unleashing. 

According to the act, the critical event management platform must emphasize on critical communications to alert its stakeholders and help them with the rapid preparedness process. Additionally, the critical communication must provide real-time feed to its students and keep them informed of the situations. By providing visual risk intelligence and location intelligence,  Zapoj helps avoid information fatigue and deliver the right message with its mass notification or emergency alerting system. To simply put, Zapoj Critical Event Management can provide data analytics and reporting, simplifying compliance with the Clery Act. 

Conclusion 

Critical event management platform Zapoj builds a robust recovery plan to combat catastrophic events at campus. To be compliant with the Clery Act and most importantly ensure campus safety, higher education needs AI-powered risk intelligence and emergency communication tools. Using its location intelligence, situational awareness, and mass notification capabilities, Zapoj helps bolster campus security and provides a safe environment for everyone associated with the campus community including your students, faculty, and staff. 

If it is a campus event or natural disaster, Zapoj keeps your people informed and safe and to the best of its potential, it encourages resiliency. 

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ZSuite

Prevent Store Disruptions with Zapoj Critical Event Management

Anticipating external risks always gives you an edge- you can prevent any major consequences like avoiding indefinite business closure, revisiting recovery policies, or operating without as much workforce as you may need. Right from the cruel impacts of the ongoing pandemic to very distinctive emergencies, your retail store operations can fall prey to risks at any point in time. 

 

Here in this blog, we discuss how Zapoj, an AI-powered CEM tool helps retail owners mitigate the impacts of some major critical events, avoid store disruptions, and promote resiliency. 

Critical events that disrupt store operations

Critical events are fickle and unpredictable, and they are different by nature. In general, critical events have one thing in common- to disrupt operations irrespective of how they evolve. The most usual level of threats to your business comes from- 

  • Man-made disasters – civil unrest, active shooter, terrorist attacks, riots, or strikes
  • Natural disasters – bad weather, cyclone, flood, storms, earthquake, pandemic, and wildfire. 

 

Each of the threats has a different level of impact on your business, which is detrimental to your success. Let’s see how they impact your retail store operations.

How do critical events impact your store operations?

Right from man-made disasters to natural disasters, the threat scopes have increased for stores and their business resiliency. 

Retail alone garners $3.8 trillion worth of annual revenues, which is the easiest target of terror attacks and perhaps more impactful at disrupting services and sales. Significantly, the number of attacks has risen from 14,371 to 18302 between 2006 and 2021. Retailers being unequipped to handle the situation, it is more of a challenge to keep everyone informed and safe. 

Active shootout incidents are quite relevant during this ongoing pandemic, however, this is not also a new trend. Mass shootings span beyond campus or streets, they are now more active in areas like grocery stores and other retail stores. 

Natural disasters are quite impactful and effective in disrupting services at retail stores. More than this common phenomena, earthquakes, flooding, severe weather, tropical cyclones, winter weather, or wildfire can drive direct economic losses. Since 2019, we have witnessed as many as 12 individual natural disaster events with four severe weather outbreaks, four tropical cyclones, two flooding events, and wildfires on average every year across the world. Among them, the costliest economic peril was severe weather events. 

As they add up, an unprecedented growth challenge may fall out. Here’s what potential impact you can expect from these threats:  

Lost Revenues: 

In the retail sphere alone, severe weather costs your business $630 billion in lost revenues.  In situations like natural disasters, retail stores operating in any industry are likely to face disruptions too.

Man-made catastrophes including pandemics are directly related to panic-stricken buying behavior, even though store operational managers also have little to no resources that can support reopening at the earliest. Going forward, small businesses are more vulnerable to these critical situations. This means financial losses are always high incurred by shortfalls in sales, drop in cash flow, and business closures.  

Waste of inventory 

Extreme weather conditions, anything from tornadoes and hurricanes to heat and snow can easily qualify to cause damage to your inventory. Since you don’t anticipate or have any preparedness to handle these situations, more than often critical events can affect your inventories, and not to mention your bottom line.  It results in being understocked in the coming months, which later adds to difficulties in order fulfillment or shipment. 

Employee safety at stake

Pandemic, natural disasters, or man-made disasters can have potential threats to employee safety. Your employees are scattered between different departments, they are traveling, or working off-site. A different kind of isolated situation can become threatening to their lives or security. It’s an organizational duty to improve the safety and security of your employees. An inability to implement or ensure an enhanced safety or security can lead to employees being out of action, which directly affects productivity and business continuity. 

Lost LTV from customer churn 

As situations aggravate with changing norms of critical events, you are less likely to restore operations timely. A lot of time goes into the decision-making with stakeholders and partners to decide the next course of the action plan. Being understocked or having not enough stocks, you end up frustrating your customers. Simultaneously, your store is unable to operate with a full workforce, which makes it difficult to manage the influx of shoppers, meaning it sends out a negative impression and adds to customer fatigue. These are enough reasons to reduce the lifetime value of customers and therefore cause customer churn.  

Brand damage 

The less you are prepared to handle the evolving critical situations with time, the more you are at risk of losing your brand reputation. Every second matters as you lose momentum due to inadequate inventories, staffing issues, and resources. Delays in business continuity impact user experience, their trust, and confidence in you. Altogether, your brand falls apart, and your customers tend to lean towards those businesses that meet their demands. 

How can you prevent store disruptions? 

Here’s Zapoj that helps prevent store disruptions by allowing granular level threat intelligence. Identify if your people or assets are in harm’s way and provide accurate context to reduce their impacts.  

Keeping employees safe and secure 

Be it pandemic, disease, or other threat-related updates, Zapoj facilitates reaching out to the right employee at the right time. 

During incidents like active shootouts or natural disasters, geofencing or location awareness gives you contextual information and helps you detect who’s in harm’s way.  This capability is also powerful for contact tracing for COVID-19 infections that ensures the safety and security of your employees.

Keeping up with customer demand 

To be able to prevent store disruptions and continuously meet the customer demand in the most critical times is the nice thing about increasing brand loyalty and earning customer trust. Zapoj CEM dedicatedly takes care of this important affair. 

  • On-call schedules – Resilience is key to maintaining your retail or eCommerce success. An unpredictable emergency- active shootout or natural disaster that impacts employee capacity can cause immediate shortfall and affect normal operations. To make up for capacity shortages, automated on-call schedules can fill emergency shifts and help keep up with operations. Zapoj automatically sends out notifications to available team members to resolve issues as they arise. 

Zapoj is a geographically dispersed system so it can reach employees at any time and anywhere on devices that they use. Hence, sustaining capacity and restoring operations become much easier. 

  • Situational awareness- By pulling in data from different sources, you can integrate them into a Zapoj visual Risk intelligence to gain a common operating picture. This gives you situational awareness of the day-to-day challenges and makes it easier to identify potential threats which are likely to disrupt your operations. Using this capability, disaster preparedness is faster and more effective and you can keep your people, assets or inventory protected. So, you are prepared to handle risks and manage operations to meet customer expectations. 

With Zapoj providing real-time risk intelligence, store operation managers can easily sustain operations from threats and save their employees. Let’s discover how Zapoj works to help with effective risk management that advocates for business resiliency. 

Zapoj makes threat response fast and effective  

 

Organizations everywhere need to protect their people, assets, and infrastructure as critical events are erupting on a global scale. Combating these situations with just traditional systems is not enough as they are not engineered to work through the complexity of data. Zapoj is designed in such a way to handle complicated data so you can work through data, identify and evaluate risks, and prevent its impact.

 

  • Discover:Your risk analysts work round the clock to keep track of potential threats. Zapoj gathers hyper-localized data in an automated way from social media, local media, government, or private bodies into its system. This is a scalable way for your analysts to identify the type and level of risk, and derive accurate insights into it, thereby, making it effortless to achieve context to the information while enabling accurate reporting without any ambiguity. 
  • Action: Getting accurate information is vital to cut through the noise, which also helps reduce time to respond and act. You can filter through only the priority-based information and pass it to responders- employees, stakeholders, peers, or partners- to take necessary action. 
  •  Examine: Zapoj uses an auto-escalation process to automate these reports. No matter where your response team or stakeholders are, Zapoj CEM can instantly help build a single-click conference bridge to synchronize your team and accelerate collaboration and response. Multi-modal communication capabilities supported by clear and concise pre-built message templates help save time in reaching the right person via voice calls and texts on any device. Therefore, the level of accuracy and precision that Zapoj provides keeps you ahead of incidents and helps mitigate them before they become tough to handle. 
  • Analyze: Critical events are inevitable and they keep coming. Mitigating risks just before, during, or after isn’t everything. We all want to keep our business resilient and not to mention – save resources in risk mitigation efforts. The post-incident analysis is a key to build a robust recovery plan by evaluating areas for improvement and more scopes into what steps you should take on the basis of different types of critical events- as you ensure accountability of your risk mitigation efforts, you will be better prepared to prevent risks and business losses. 

 

CEM in today’s evolving critical environment is not a nice-to-have tool, but a must-have business resilient platform.  Zapoj is nicely designed to expedite profits or cut losses while also advocating for your brand value.  Want a demo? Get in touch with us today.

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ZSuite

How CEM Can Help Save Thousands of Dollars for Retail

Pandemic forces retail leaders to rethink disaster preparedness strategies from scratch, conforming to the existing challenges from critical events. The solution for them lies in bypassing the existing tools and extending them to the new level of innovations that CEM provides



Key Takeaways: 

  1. Critical events – both nature-borne and man-made are culprits to cause retail threats. 
  2. CEM provides scalable solutions in tandem with the evolving threat landscape.
  3. CEM has the best solutions available in ensuring retail resilience and business continuity.  
Article Snapshots 

C-level executives and leaders today need a 360-degree view into critical events across retail operations and the most efficient way to handle its consequences and mitigate risks is by leveraging the AI-powered CEM tool, which ensures resilience and gives the power to foster business continuity. 

$700 billion in lost revenues – this is certainly not a small figure. In the US alone, businesses suffer this financial setback due to poor customer experience. Many businesses alike, retail – mainly their consumer product establishments build their growth strategy on customer experience only. 

Forbes in 2018 mentioned poor customer service cost businesses $75 billion. Now, the margin only intensifies into a deeper gap – up by $625 billion in just 3 years. 

As per Gartner, customer experience predicts the future growth of any business, wherein 20% of the existing customers are bringing businesses about 80% of future sales. 

 

From a retail standpoint, customer experience is a narrative to drive brand advocacy if it dedicatedly satisfies demands- while the experience is worse, it ruins everything.  By leveraging omnichannel retail, customers get more options to move beyond the existing brand into something that offers more flexibility and convenience. The competition is fierce, and the need to get an edge over similar retail offerings depends on how efficiently organizations handle various factors triggering poor customer experience.  

It’s immense pressure on retail businesses to be vigilant and to be able to handle situations as they rage. But, how exactly customer service in retail sectors is susceptible to a poor experience. 

Retail & CX – How are they at risk? 

The uncertainties, market volatilities as exacerbated by the pandemic have been a sudden assault on businesses that jeopardized their existing policy and process, while also revealing their incapabilities to take control of the sudden unpredictable situations. However, businesses with significant and essential resources survived and also went on to thrive. 

Pandemic apart, critical events can rage against business continuity at retail and affect its resilience. The toll of natural disasters, active shooters, infectious diseases including supply chain disruptions on retail operations is a concern. The threat potential of these critical risks is a direct impact on retail operations – therefore they can add to reputation damage, drop in customer loyalty, and lost revenues. 

The ability to predict the upcoming risks and achieve proper emergency response is ideally the best method to help organizations mitigate risks of critical events. A Critical Event Management platform in this particular case can offer better scope to handle and mitigate the intensity and unpredictability of critical events at scale. 

To make retail operations more efficient and customer-centric, Zsuite CEM is built to provide essential features and functionalities that help take control of situations well in advance and offer solutions to growth.  Check out the top five critical events’ vulnerabilities across retail – to remediate or prevent by using the most competent CEM tool,

Zsuite, helping retails elevate agility and flexibility into recovery operations.  

1. Supply chain disruptors 

C-level executives and directors are taking a new approach to dealing with supply chain disruptions. As reported by a consulting firm in New Jersey, the COVID-19 pandemic was a major disrupter that raised complexity from procurement to sales. But, it isn’t the root cause. Executives or leaders across consumer goods and retail must rethink their strategy for existing complexities too. 


Disruptive forces and their effects. Along with the COVID-19 pandemic, the new norms – quarantines and work from home forced the supply chain to stop its operations and brought critical operations to halt. On the other side of the picture, a whole variety of other external shocks are costing retail trillions in lost revenues. Climate-related natural phenomena, territorial disputes, active shooter, and IT incidents are a major part that inhibits the supply chain from operating liberally. As a consequence, damage to brand reputation is a blow for retailers to handle as the massive surge in customer frustration and dissatisfaction is noticed. Loss of productivity coupled with increased hours of operations drains cash flow, while loss of regular customers triggers a new set of challenges. 

Zsuite Solutions. Supply chain resilience is the primary objective embedded in the critical event management software suite . More and more retailers, no matter how big or small, need to rethink their disaster preparedness strategy by fortifying it with the right solutions of CEM tools. Zsuite CEM provides more comprehensive visual risk intelligence, location awareness technology, and crisis communication- all integrated into one place to detect the trend of any potential threat and thereby empowering the response teams to take appropriate steps to mitigate the critical events. 

  • Visual risk intelligence detects where the supply chain can be susceptible to risk- on the route, sea, or at borders. By building future threat predictability in one single pane, it enables real-time predictive measurement to tackle the upcoming situations. 
  • Location intelligence finds the exact location which is in harm’s way, thereby helping reroute transit of logistics and improving supply chain performance. The timeliness of fulfillment provides a better approach to meeting customer needs. 

2. Employees in harm’s way 

Retail operations have plenty of sections that need high caliber employee supervision and efficiency in the frontline and backend. For a global workforce or employee onsite, security and safety is a primary requirement that ensures uninterrupted services and fulfillment of customer demands. The evolving threat landscape is throwing up unprecedented challenges for retailers, the immediate need to tackle these hurdles, therefore, is a growing concern. 

Retail employee risks and their effects.   Employees are constantly moving from one space to another, the global nature of the workforce is thus continuously changing and transforming to cope with the changing expectations of consumers. However, threats from an active shooter, infectious disease, extreme weather conditions, fire, and unrest are barriers to business continuity at retail spaces. Away from work for indefinite periods means lost productivity, missed opportunities as sales plummet, and lost revenues. In most cases, employees can feel too disengaged when adequate security and safety resources are unavailable from employers. This is another set of a challenge as new initiatives are the priority to fill positions fast and help with customer services. 

Zsuite Solutions. Real-time response capabilities escalate to notify your people as they approach unforeseen threats – or already be tied up with critical situations. Lone workers, traveling employees, or employees working onsite can immediately get location-based threat alerts by emergency response teams helping them accelerate evacuation plans and ensure employee safety

Zsuite provides situational awareness by leveraging threat data and thereby predicting the threat scopes in a particular area. Geo-fencing allows a granular level of locating employees in harm’s way, which is an important instrument to help with contact tracing and reduce the risk of disease infection. 

3. Retail IT disruptions  

Robust and continuous IT services mean retail operations are moving at scale. Thousands of data sitting at data centers and IT systems handling customer interactions ensure retail resilience. But, unplanned IT downtime is a serious threat to growth and scalability. 

IT incidents and their effects. Datacenter outages, power outages, IT system failures, including server downtime, put long-term negative impacts on retail operations.  The weak IT systems are vulnerable to data security breaches, affecting customer experience and trust. Issues stemming from IT incidents cause productivity loss, impede revenue generation, and damage brand reputation. Optimizing IT incident management is the smart way to tackle critical IT incidents at retail and beyond.

Zsuite Solutions. Zsuite IT incident management can seamlessly integrate with ITSM tools, service desk, and other essential tools to monitor upcoming IT threats ). By overlaying data into its systems, Zapoj IT incident management platform derives actionable insights into the threat landscape, provides enough relevance to analyze severity, and adds context to incidents in real-time. By using IT incident communication, two-way communication helps speed up the response and mitigate risks on time.  IT incident responders can prevent a data breach, save customer information from being stolen, and keep IT systems running smoothly. 

4. Retail store closures 

Retail largely fulfills direct-to-consumer demands, making it a significant unit to provide all necessary operations and service that customers need regularly. Inadequate resources and poor contingency planning keep retail out of service for indefinite times. 

Store disruptions and their effects.  Vulnerabilities from critical events- natural disasters, active shooter, fire, and pandemic can force retailers to stop their operations. The inability to mitigate these risks on time has long-term implications on customer experience, which affects loyalty and profitability.

Zsuite solutions. The faster the recovery plan, the easier it is to restore operations at retail. Threat intelligence can scale easily to provide visibility into detecting the types of risks for retail stores. As emergency responders detect potential threats in real-time, it notifies its people to take appropriate action and avoid the risk. On-call schedules give much-needed benefits to retailers when an emergency occurs to fill an immediate slot and to help with operational efficiency. 

5. Product recall 

Product recall is never a new thing for retailers or manufacturers. A recall is a poor experience for everyone along the line. At times, trying to build quality products is the highest demand, but product recalls slip through the cracks and pose to be the most dreadful experience for everyone linked. 

Product recalls and their effects. Stakeholders, partners, distributors, retailers, and customers – all have hard times when a product is recalled. The distressful part is to efficiently manage product recall and give customers an assurance that earns their trust and reinstates their loyalty to the brand. Product recall – being a critical process, oftentimes it is tough to manage the processes from initiation to final disposition. It is an expensive process for retailers and manufacturers. 

Zsuite solutions. Zsuite critical event management builds a loop for enhanced outreach among – stakeholders, dealers, and customers so that they can connect and communicate to dispose of the product recall Visualization detects faulty or defective batches across the lots in the warehouse, thereby mitigating the risk of the wrong product being distributed to diverse channels that finally reach customers. On the other hand, real-time location-based alerts reach the impacted retailers or customers, help accelerate a critical process of resolutions – from refunds, returns, and to disposition at minimal time. Zsuite CEM, therefore, provides a comprehensive connected recall experience to its customers. 

All connected operations – from supply chain management that bolsters logistics, to a product recall, retails can enhance its resilience and keep its customers happy with its uninterrupted services. An enhanced customer experience provides a template to grow and scale while securing a solid stream of revenue flow. With everything securely managed, leaders at retail can maintain their operational success and encourage brand advocacy- not to mention they are capable to manage operations at all quarters involving the retail operations, and thereby boost cost reductions. 

Conclusion 

Zsuite is an advanced AI-powered CEM tool that can handle a massive amount of critical events and their consequences swiftly. By empowering retailers with a high-end CEM tool, any type of critical event is easy to handle. If anything leaders at retail need to ensure resilience today, it is CEM. Zsuite promises to fulfill the retail expectations at large, which is indeed an important component to survive and sustain future risk. Call or ask for a demo today. 

 

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ZSuite

How Can You Keep Retail Employees Safe with Zapoj CEM?

Decision-makers would be more reliable on data, analytics, and context towards providing safety to their retail employees. That’s why some leading organizations prefer leveraging the CEM platform to get location-aware technology and visual risk intelligence. Zapoj CEM is indeed a competent tool to provide a significant amount of threat capability to ensure safety for your employees. Discover the relevance of Zapoj CEM in the retail ecosystem today. 

Retail is expanding beyond closed territory into more diversified spaces – dispersed warehouses, logistics, different units of establishments, and more isolated departments to deal with customer interactions and provide customers experience. To offer a more connected employee experience and safety, a 

With so many sites to observe, the retail workforce is no longer limiting their services to onsite only. They are more of a mobile workforce today – they are off-field, in-the-air, or on-the-road so that retail operations can run smoothly.  Retail growth hinges upon the active participation of each of the workforce from the respective fields. Retail employee safety is therefore the impetus that can ensure unprecedented retail growth. 

However, ensuring employee safety in retail spaces can be a daunting task. With half of your workers performing varying levels of responsibilities at different locations- some are business travelers, lone workers, or regularly at office space – organizations, business leaders, and stakeholders are facing new challenges. The inability to ensure employee safety can prove organizational burnout and make employees vulnerable to security and safety risks. 

Retail facing employee safety challenges 

Critical events are increasing the frequency of physical threats to your employees. 

 

To comply with the global work environment, keeping employees safe is not just a responsibility, but a matter of moral duty. Regardless of where and how your employees are working, they are now exposed to global threats more than ever. 

Natural disasters, active shootouts, infectious diseases – and any critical events can be major threat risks to their life and safety. Not offering sufficient employee protection for your dispersed employees can have a direct impact on productivity and final output. 

At the same time, retail can sustain operational risks without enough support from its major workforce – operation across front service departments, warehouses, security departments, and more places could stop. This is evidently a recipe for growth disasters as customer experience sinks, leading to a drop in sales, and lost revenues.  

Although severe in nature, these challenges are not hard to combat for retail leaders. Location-awareness technology with built-in capability of real-time communication is a critical component that scales your employee safety efforts and ensures excellent efficiency. Leveraging Zsuite CEM, your targeted mission-critical rescue operations can work to keep your people safe. 

Retailers can ensure employee safety with Zapoj Critical Event Management 

Workplace violence impacts your on-site employees, while a natural disaster or infectious disease can increase vulnerability for both on-site and off-site employees.  Location-aware technology in this particular situation provides effective results and accelerates rescue operations for your impacted employees. Zapoj helps you leverage its outstanding features to their fullest potential before and during critical events and save your people. 

Gather threat data 

Zapoj CEM Suite (aka Zsuite)  can pull in data from a wide variety of sources like social media channels, government portals, news sources, and public safety agencies.

Built-in AI tools help extract accurate data out of noise or non-validated information so that you can overlay data on the command center and build situational awareness. This gives you the power of risk intelligence into the evolving situations as they change with time. Categorizing risk severity and urgency can therefore become simple for retail emergency or response teams of your organization. 




Derive location data 

For your increasingly retail mobile staff, a traditional safety system falls short of expectations.

But, with dispersed employees in remote locations or moving between offices, Zsuite can track their locations in real-time using geo-targeted location capabilities. The built-in system allows your employees to sign up for opt-in features, which enhances the geo-target functionality and helps reach the right employee only when impacted. AI-powered Zsuite CEM helps you keep the contact center up to date, so identifying the right location of your employees even if they are away is not a tough job. Additionally, using geo-fencing in Zsuite maps, it will be easier to trace employee locations in real-time and with precision. 

  • You can predict the expected location of your employees- who’s where and when. 
  • Find the last known location of your employees. 

Alert your workforce 

As threats ensue, the most critical job is to notify your people and keep them informed without making them feel thwarted by unforeseen threat potentials. Zsuite gives you context to threats, helping you achieve an accurate threat picture and build an emergency communication that reaches only the right person in harm’s way or to fall prey to critical situations in the next few hours.  Availing the real-time location-based alerts gives you the instant capability to alert your employees with proper SOS and help them get out of danger in no time. With so many critical features like AI-based risk intelligence, Zsuite automates evacuation during an emergency or helps mitigate risks. 

  • Leverage multimodal communication channels to target employee outreach using SMS, mobile app alerts, voice call, and also desktop alerts. 
  • Two-way messaging capabilities ensure confirmation that your employees are safe. 
  • Reduce information fatigue while saving time with pre-populated message templates for faster emergency response. 

Zsuite builds situational awareness into its CEM, making reaching out to people in crisis effortless. Different critical situations can dramatically benefit from Zsuite. Here’s how- 

  • In times of infectious threats like COVID-19, using risk intelligence and location awareness technology is the easiest way to get end-to-end contact tracing. This helps you send threat notifications to your traveling employee and keep them safe. The same approach helps with containment and reduces infection transmission in retail premises too. 
  • Situational awareness and effective communication also help you combat critical situations like active shooter incidents. For your traveling employees, you can ensure safety before any critical situations escalate into a disaster. 

Improve future response 

Zsuite orchestrates its dashboard with pre-configured monitoring capabilities. This is an advanced technology to track and pull in threat data in real-time. Also, it monitors how your response teams unleashed rescue efforts or remediation plans during an emergency. You can get all of this active data as an essential incident report. By auditing and analyzing these reports, you can improve your future response and make your retail operations more resilient and efficient. 

Zsuite CEM empowers your emergency preparedness plan. You are confident to protect your people anywhere in the world and in any location while at duty with retail operations. Ensuring employee safety boosts overall operational productivity and efficiency, which also effectively helps improve customer experience, boost sales, as well as profitability. 

In a threat-prone environment in today’s world, Zsuite CEM fits your emergency preparedness kit to help you achieve resilience and build customer trust. Ask for a demo today. 

 

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ZSuite

Leverage Critical Event Management to handle retail IT Incidents

IT incident management is an innovation engine for retail IT systems and beyond. At Zapoj,  the CEM means providing comprehensive IT incident management solutions that improve efficiency and build an excellent retail experience. Let’s find where CEM fits in your retail territory? 

Moving along with the shifting customer expectations is paramount to building a more reliable and loyal retail business. Consumers today are more skeptical about dealing with businesses lacking the proper infrastructure to carefully deliver unprecedented customer value. 

The need for providing more convenience, personalization, omnichannel buying opportunities, quick customer support through chat-based software, payment flexibilities including that of frictionless mobile payments – constitute how modern retail should envision its digital capabilities. The ability to provide a pleasant shopping experience both offline and online writes off retail growth and sustainability.  During the uncertain times of pandemics, digital disruptions have been a game-changer for retailers, helping them withstand the survival challenge. 

To build a greater level of consumer experience and meet their demand, organizations especially retail spurred huge consumerization of IT systems. 

As modern retail is pioneering the digital transformation, the sudden COVID-19 survival quest also brought complex IT infrastructure at the core for small-scale businesses too.  

IT incidents in any of the systems could result in immediate retail service disruptions, exposing customer experience to extreme risk that impacts the bottom line. 

Digital Disruptions or IT Incidents at Retail 

Huge assimilation of digital tools enables both customer and employee experience across retail businesses, however, digital failures factor in service discontinuity, and every unexpected downtime exposes retail businesses to huge risk.

Cyber-attacks at peak

Retail owners see unplanned outages as a long-term impact on the security systems, leaving them vulnerable to data breaches. Uninterrupted network connectivity is at the core to support POS functionality or frictionless transactions via card or mobile payments. This is one part of cyber attacks on retail IT properties. There are risks from innovative threat actors in various forms- 

  • Ransomware or malware is an attempt to deny the victim access to IT networks or systems. All systems crash or freeze. 
  • Distributed Denial of Service or (DDOS)causes IT servers and networks to disrupt, denying customers the expected service. 
  • Phishing or social engineering tricks victims or customers into providing personal data – account number, phone number, or address to cheat on money. 
  • Payment Card Industry Data Security Standard (PCI DSS) non-compliance puts customer payment information at risk and could lead to hundreds of breaches.

As per the Verizon 2018 Data Breach Investigations Report (DBIR), the security-related risk is the major factor to result in web application attacks, and hence disruption of customer service. 

  • IT infrastructure  Failure 

A business’s IT infrastructure is like plumbing – you only notice it when it stops working. In many organizations, the effect IT has on their smooth operational running is greatly underappreciated, until the system fails and everything grinds to a halt.

Unless you’ve experienced the impact of a business IT failure first hands, such as a server crash, power cut, or data storage malfunction, it can be difficult to grasp just how monumental the consequences can be. Here we look at the wide-ranging damage an IT breakdown can cause, from huge expense to the loss of data, as well as how all of this can be avoided.

If your company’s internal IT infrastructure goes down, you’ll likely feel the pressure of the clock ticking until it’s back up and running. Every minute of downtime is a waste of valuable time in the working day no doubt intended for other tasks, and if the interruption means your team has to down tools too, the financial cost to the business is magnified.

  • Critical application outage 

In recent years, it feels as if many major brands have suffered major application failures during one of the busiest holiday shopping days — Black Friday. Because many of them have.

Seeing big names associated with website crashes and business disruptions may be intimidating to many admins. If large international retailers struggle to keep their applications running smoothly on the busiest shopping day of the year — when they know far in advance that they’ll need all hands on deck — how can smaller companies prevent downtime on a normal day?

For most modern retailers, which have both brick-and-mortar as well as online sales outlets, ensuring the following is essential:

 

IT Downtime Costs Retails Big 

Gartner says IT downtime costs $ 5,600 per minute on average. The lost revenues can amount to up to $ 100,000 per hour. 

The silent interruption that impacts your retail service is the lost productivity of employees. Unexpected IT outages in between noticing, fixing, and getting back to work take up to 6.2 hours per day. It means employees get paid for lost hours they provide no output. 

As with data breaches, retail suffers $ 3.9 million in lost revenue on an average per year as per reports by Ponemon Institute. 

The inability to provide a seamless and integrated experience across various channels is the factor your retail suffers customer churn. A sudden IT outage leads to denial of payment services, a transaction failure, and long queues in front of billing counters. Delayed customer response also triggers customer frustration, pushing them towards elsewhere. 

Retail today cannot deny the frequency of IT incidents and disasters. Adopting a critical event management platform is the most significant IT risk preparedness enabler. Zapoj Zapoj CEM in such a case is designed to scale and provide all means to tackle IT incidents rapidly. 

Here’s Zapoj CEM to keep retail digital disruptions away.  

The occurrence of IT incidents and disasters must get through immediate resolution activity because untimely incident handling means unsatisfied customers, damaged reputation, and lost revenues which we already know. 

In such critical IT events, collaboration and communication between the IT incident response team are effective in handling IT disruptions or downtime, while limiting their impact on the services. 

An automated IT alerting and incident response is a significant capability of Zapoj Critical Event Management or CEM software that validates the intensity of IT incidents and therefore improves the incident recovery process. Zapoj empowers IT incident response teams to fix and restore the service at retail operations in the following manner- 

IT Event Intelligence and End to End Visibility 

It is important for any digital business to maintain a holistic view into the health of its infrastructure. You can gain full-stack visibility by implementing different monitoring tools to keep track of your IT infrastructure’s health. But just collecting these data or signals isn’t enough; there needs to be a way to normalize, de-dupe, correlate, and gain actionable insights from all this data, and all the events generated by these monitoring tools must be centralized in a single hub, from which they can be triaged and routed to the right on-call responder or team. Zapoj IT Event management leverages machine learning to reduce noise, automate root cause analysis, correlate similar or past incidents with current ones, and create a contextual aggregate of information to help speed up the response. 

Seamless integration with IT service management tools 

With Zapoj integrations leverage your IT management tools including Service Desk and ITSM solutions on the same platform. This smart integration builds a comprehensive common operating picture that improves visibility into the impacts on your IT assets by any type of critical event. At the same time, the real-time visibility improves your comprehension of a wide range of critical IT service disruptions and helps you streamline your end-to-end IT incident response activities. 

Integrated communication and collaboration process 

Upon detection of critical incidents, IT incident responders need to notify internal and external stakeholders.  Whether severe or minor, an analysis of evolving situations and their severity needs quick attention, and organizations prefer scheduling communication and collaboration between departments and staff on duty. Zapoj enables leaders to create a faster war room or ChatOps for a Response team and stakeholders, providing context to the discussion and helping with accurate decision making. 

Data-driven decision making and process improvement

Using Data-driven analytics, understand KPIs like MTTI (Mean time to identify the incident), MTTA (Mean Time to acknowledge), and MTTR( Mean time to resolve). Post mortem report drilled down areas of improvement.

Advancing and scaling the retail experience 

Today, retail is at the center stage of delivering the best means to meet consumer needs. Building fast and scalable IT incident-altering technologies contributes to the much-needed aspect of customer experience and customer satisfaction. 

As more and more retail managers express their interest in CEM deployment to help with continuous retail operations, Zapoj provides the right technology advancement and AI innovation to nurture that retail desire. 

With Zapoj operating 24 hours within your current ITSM tools, you are prepared to handle any IT incident. You prevent them fast, so, there will be no risk of revenue lost due to transaction failure, data breach, or any other types of IT incidents. Customers are better valued as they feel it and know it, it increases their satisfaction level and establishes great brand advocacy that is hard to subdue even if a sudden and unexpected downtime occurs. 

Using Zapoj unified critical event management platform, identification of the incident, collaboration, and remediation can be accelerated toward minimizing IT downtime. Understanding CEM is critical to your retail operations, Zapoj fits your immediate needs.  Get in touch with us or request a demo today. 

 

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ZSuite

Zapoj CEM for Supply Chain Risk Management

Leaders today need supply chain resilience solutions to quickly assess risks of critical events and offer faster resolutions. From transit to destination, Zapoj CEM creates improved workflows to deliver contextual awareness and offer better visualization of future risks using visual risk intelligence. Zapoj provides integrated essential features to build your resilience. Unsure whether you need a CEM tool? Here, we offer insights into why leaders, stakeholders, or organizations must adopt a CEM platform to tackle supply chain risks. 

Supply chain disruptions make it tough to meet customer demand.  The inability to ensure fulfillment can damage relations with wholesalers, sellers, retailers, and finally consumers.

Also, far-flung supply chain disruptions are becoming a pressing concern. Apart from the usual operational risks, COVID-19 exposed more of its structural flaws that lead supply chains to disrupt at frequent intervals.  It clearly means the supply chain disruptions can impact the manufacturing process, sourcing, and therefore, on-time delivery and customer commitments may take a hit. 

Organizations, therefore, need to combat different sources of external shocks with careful planning that helps implement supply chain risk management.

Diverse critical events posing threats to your supply chain operations and their effects.  

Supply chain disruptions bring different sections of people to the same platform depending on the effects they have on their bottom line. Critical events preventing the safe transportation of goods are a major hurdle for third-party logistics and those that incur financial losses for the same reason. As reported by Mckinsey & Co. supply chain shocks result in losses of more than 40% of annual profit for companies dealing with moving the goods to the markets as threatened by pandemics, natural disasters, or man-made disasters. 

  • Vulnerabilities from unpredictable storm seasons 

For shippers, transportation providers, or logistics agencies natural disasters are more of a major issue. The traditional hurricane season unleashes as many as  16 hurricanes. As high as it is, there are threats from tropical cyclones, flooding, and wildfires too. 

Note: 

According to the National Oceanic and Atmospheric Administration, the financial losses from 28 weather and natural disasters amounted to $95 billion between 2018 and 2019. In 2019 alone, the disaster was close to $ 18 billion. 

In areas that are most vulnerable, customer supplies can take more than days or weeks to fulfill. 

  • Supply chain getting stuck between traffic congestions

Being stuck in traffic does not affect your timeline only- but also it contributes to reputation damage and costs your business thousands of dollars if not millions. Increased traffic means sitting idle in traffic, wasting time, having logistics wasted due to not being able to optimize truck services. 


  • Pandemic or infectious disease delays logistics 

As soon as COVID -19 outbreak erupted, the supply chain began to shrink. To save borders, ports, and regions from infection transmissions, supply chain routes were restricted. From medical supplies and electronics to consumer goods and essential commodities, everything is vulnerable to disruption. Mckinsey & Co. reported that COVID-19 has resulted in $5 trillion economic losses to supply chain operations. 

  • Supply chain cyber attacks 

Mass ransomware attacks that intrude on the business ecosystem are detrimental to supply chain operations. Third-party software updates, malware, or application installers are the most preferred ways for unscrupulous hackers to breach the sensitive data of vendors and unleash supply chain disruption. According to a study from CrowdSource, cyberattacks cost the supply chain $1.1 of losses on average.  

  • Looming strikes, labor unrest, or widespread protests increase supply chain risks 

Not but not least, man-made disasters are one of the key reasons why supply chain risks are on the rise. With major supplies being restricted for transfer, political unrest and other issues decrease capacity and disrupt commerce. 



Business impacts of supply chain disruptions 

Supply chain disruptions hurt the company’s bottom line and there are ways in which companies suffer huge financial losses including other setbacks.  

  • Waste of inventory – one thing is clear when the supply chain cannot reach its destination, inventory lies unused or stocked up in the warehouse. More so, due to the pandemic, companies are shoring up more inventories to tackle unforeseen changes than they need. It amounts to millions of dollars of value that tie up huge capital for organizations and for the worst-case scenario in case if customers do not purchase, inventory wastes become more glaring.
  • Revenue loss – Lost revenue is nothing new – it is a common factor of supply chain disruptions. In addition to this, losing customers is also quite obvious. Orders are being hit due to disruptions that cause customer dissatisfaction. 
  • Fines and penalties- as organizations miss logistics delivery, they are prone to paying fines and penalties due to losses they cause to their distributors, retailers, or stakeholders. 
  • Compromised customer experience – not only companies pay for delayed deliveries or service, but also they are held accountable for not meeting customer demand. Suppliers, manufacturers, stakeholders, and even customer satisfaction levels dip down, which inadvertently make the brand experience poor, insinuate mistrust and impact customer loyalty. 

When threats are diverse and tough to mitigate, organizations need to build resilience into supply chain management. CEM platforms like Zapoj are more dynamic and scalable to offer supply chain risk management. Let’s work your way through it with Zapoj. 

Zapoj CEM can address supply chains disruptions 

Risk intelligence and visibility into logistics 

Shipping to customers requires you to monitor a large number of logistics assets. Shipping carriers, inventories at the warehouse or facilities, and employees – all collaborate to accomplish smooth functionalities of supply chain operations. Detecting vulnerabilities or chokepoints to all your assets keep you ahead of the risk, which you can achieve by using visual risk intelligence. 

Zapoj visual risk intelligence harnesses risk data in real-time to allow you to embed them in your supply chain map. This real-time on-field feed is phenomenal in identifying what threats your supply chain or logistics may come across. With risk monitoring capabilities,  you know what’s at risk – 

  • If your transport networks could face unprecedented strikes?
  • Adverse weather or terror activity impedes supply chain
  • Sudden port or border closedown aggravated by pandemic interrupts operations

This is by far the most efficient way to know which routes, employees, shipments or transport networks, or inventory could be at risk. 

Lower overall risks by sourcing alternative methods 

So risk intelligence guides you on how to prepare your shipment from the point you identify potential threats so that you can avoid major delays and disruptions. 

  •  Enable employee and facility safety – Using risk visualization capabilities, stakeholders or partners can launch immediate collaboration and communication with the crisis response team.  No matter where the team is, it takes no time to plan out risk mitigation strategies with immediate effect that explain ways to prevent losses by shifting vulnerable employees or production to a much safer environment. The act ensures employee safety so employee productivity continues to keep up with enough production and help meet consumer demand. 
  • Identify alternative logistics routes – it is critical for crisis response teams to discuss with their stakeholders the way out to avoid shipping delays or mitigate disruptions. 
  • The location intelligence embedded in Zapoj relays real-time data on threat potential on carriers or supply chain networks on the transit.
  • Risk intelligence helps them identify future risk conditions and predict the evolving situations with changing times. As they achieve situational awareness of the situation, they can identify alternative routes as the next step to prevent vulnerabilities and also losses.

Delivering critical communications to act on supply chain risks 

As organizations determine and validate the best approach in lowering the risk to the supply chain, the critical step is to deliver real-time information to store managers, staff, or incident responders. With Zapoj offering so many ways to connect and communicate with a crisis response team and to instruct them with an audit trail, it accelerates the process of risk mitigation. 

  •  Emergency alerting or mass notification capabilities keep them informed of the ongoing situations and help them initiate recovery efforts. 
  • A two-way communication channel delivers messages to the right person via a number of channels – voice calls, SMS, fax, social media notifications, emails among others until it confirms the receipt of a message. 
  • Also, pre-built message templates deliver fast messages and reduce the time to respond. 

Assess mistakes to improve risk preparedness 

Analyze what failures you confronted as you make efforts to fight supply chain disruptions. Review your risk preparedness efforts by collecting data from Zapoj and assess them with your team. Provide communication audits to suppliers, employees, stakeholders to identify loopholes in your recovery plans and reestablish them in line with possible threat scopes. 

Zapoj builds resilience into your supply chain 

Zapoj CEM platform, Zapoj provides real-time mapping capabilities fortified with location intelligence and visual risk intelligence. Building your supply chain recovery plan with Zapoj enables you to identify threats and vulnerabilities, meaning you are able to detect their potential impacts on your supply chain. Therefore, your response team reacts faster to supply chain risks or prevents them before they leave your logistics entirely paralyzed. With faster reaction times, your staff gains an added advantage to mitigate supply chain disruptions, ensure the return to operations quicker, and bring back the efforts that protect your revenues. 

So, with your logistics ensuring timely delivery of the shipment, you can maintain customer commitments, elevate their user experience, and build their trust in your service all over again. Simultaneously, inventory waste is less likely to happen with on-time logistics deliveries. As Zapoj ensures supply chain resilience, you can better optimize the work hours of truck drivers, reduce the cost related to excessive fuel expenses wasted due to failed deliveries, and improve the efficiency of overall logistics and supply chain operations. 

Leverage Zapoj to improve visibility into your supply chain operations round the clock and reinstate lost profits.  Need help with employing Zapoj in your supply chain systems? Request a demo or call us today.