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Incident and Crisis Communication with SMS

Communicate efficiently and securely with SMS

SMS allows you to immediately reach the right people with urgent information, which can help resolve incidents faster and minimise damage and downtime.

Security breach Serious incident Operational incident
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Use cases for incident communication with SMS

  • IT incidents

    IT incidents

    Quick response for minimal downtime

    Real-time alerts to IT teams and key personnel enable rapid action in critical IT incidents. By minimizing downtime, optimizing resource utilization, and protecting sensitive data, companies can ensure stable operations and enhance their cybersecurity.

    • System outages
    • Technical failures
    • Data breaches
    • Cyberattacks
  • Serious incidents fire

    Serious incidents

    Rapid alerts for enhanced safety

    In emergency situations that threaten life or property, SMS alerts enable swift communication with employees, providing evacuation orders and safety instructions. Additionally, SMS is a discreet way to share critical information in situations where silence is crucial.

    • Fire
    • Terror attacks
    • Evacuations
    • Crisis communication
  • Information to citizens

    Public Safety & Emergency

    SMS alerts for residents and staff

    In serious incidents, municipalities and regions can quickly send critical SMS alerts. For example, in cases of water leaks, roadworks, evacuations, or urgent situations in healthcare, social services, and schools, SMS enables fast communication for safer and more effective crisis management.

    • Water leaks and power outages
    • Road maintenance
    • Evacuations
    • Staff call-outs
  • Workplace incidents

    Workplace Safety

    Rapid information for a safer environment

    With SMS, employers can quickly inform employees about accidents, hazardous conditions, or other safety risks. Fast communication enables health and safety teams to take immediate action to reduce risks and protect employees, creating a safer work environment.

    • Workplace accidents
    • Evacuations
    • Fire and gas leaks
    • Security alarms
  • Operational incidents

    Operational incidents

    Rapid response to disruptions

    In the event of supply chain disruptions, equipment failures, or other operational issues, SMS ensures that the right team receives information immediately. Fast communication reduces downtime, maintains productivity, and keeps all stakeholders informed.

    • Supply chain disruptions
    • Equipment failures
    • Production stoppages
    • IT and system failures

Why send SMS for incident response?

Attention and immediacy

SMS is delivered instantly and is usually read within minutes, making it one of the fastest methods to reach people in an emergency. This is crucial in the case of IT incidents affecting business-critical systems or in the event of a fire, where every second counts.

Reliable delivery

SMS works without an internet connection, making it a reliable channel when email and internal chat tools are down or unavailable.  This is particularly important in the event of IT or network disruptions.

Two-way communication

SMS also allows recipients to reply, enabling two-way communication during an incident. This is particularly useful for quickly gathering information on the situation or getting confirmation from staff that they have received the alert.

Redundancy & security

By utilising both SMS and email, you create a robust communication strategy that ensures critical information is delivered through multiple channels. This redundancy adds an extra layer of security, safeguarding your communication efforts and increasing the likelihood that important messages are received.

Continuous updates

SMS can be used to send continuous updates during an incident. For example, it can provide ongoing information about actions during an IT incident or inform employees about the evacuation status in case of a fire.

Reach

SMS has the unique advantage of reaching people wherever they are – even on the move or in areas with poor or no internet connectivity. Since most individuals keep their mobile phones within arm’s reach, SMS ensures that your message is delivered and read promptly, maximising your communication reach.

Logging & documentation

SMS communications can be logged and documented, providing a clear audit trail for compliance, analysis, and continuous improvement of incident management. It also helps to ensure that the right people have received critical information in a timely manner.

No app required

Unlike mobile apps that require downloads and updates, SMS and RCS work instantly on all mobile phones without any extra steps for the user.

Communicate with SMS when every second counts

With an open rate of 98%, your critical messages always reach their recipients, regardless of time or location. In case of fires or other emergencies where internet access may be limited or people need to be evacuated, SMS is a reliable method for delivering critical information.

SMS can be sent to a large number of recipients simultaneously, making it easy to reach all affected parties quickly, whether they are staff, customers, or citizens. In critical situations that pose a risk to life, property, or business operations, every second matters.

Send SMS via Web Messaging Tool

With our user-friendly Web Messaging Tool you can import address books from any system and reach out with information to affected parties during critical events, and call in the necessary resources using SMS and automatic voice dialling. Create templates and automated workflows to save time. The tool is web-based and can operate independently of the internal IT environment in a crisis.

  • Metadata for addressing and filtering
  • Microsoft Azure integration
  • Preset & custom templates
  • Multichannel – send SMS, voice, email or in-app
  • 2-way communication
  • Monitor message delivery with dashboards
Explore more features
IT incident WMT use case

Read more about incidents

  • Streamline your communications when IT incidents occur

    Read more

  • Prepare for disruptions: Use SMS for maintenance alerts

    Read more

  • Time-critical situations require effective summoning of staff

    Read more

  • Time - A key factor in incident management in the flight industry

    Read more

  • Sending SMS to customers during extreme weather

    Read more

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