How a Global Engineering Firm Brings Emergency Communications into One Operational Environment

The short version

A global engineering and professional services firm needed to replace its existing Everbridge Mass Communications system with a scalable global platform: one that could support emergency communications for 43,000 authorised employee profiles, with hundreds of people across the business responsible for sending them.

Restrata's resilienceOS now gives the firm one enterprise environment for critical communications. Up to 380 authorised senders can target employees by profile, location, region and business unit, reach them by email, SMS, voice and mobile, and track delivery, acknowledgements and responses in real time.

Sending is only where the job starts. The firm can now see who has been reached, who has responded and who is still unconfirmed, so follow-up goes where it is needed.

Outcomes

1. 43,000 profiles, one platform. Emergency communications for the firm’s global workforce run from a single enterprise environment.

2. 380 senders, one consistent standard. Up to 380 authorised Mass Communications senders use shared targeting and reusable templates, so emergency messages stay consistent whoever sends them.

3. Four channels, one place to send from. Email, SMS, voice and mobile communications sent from the same environment.

4. One view of delivery and response. Delivery, acknowledgements and responses visible together, in real time.

5. Follow-up where it’s needed. Unresolved contacts are identified, so teams can focus follow-up on the people who remain unconfirmed.

Client bio

The client is a global engineering and professional services firm, with a workforce organised across regions and business units worldwide.

Its emergency communications programme covers 43,000 authorised employee profiles, with up to 380 authorised senders across the business.

Situation: hundreds of senders, one standard to meet

At this scale, emergency communication isn’t one team’s job. Hundreds of people across the firm were responsible for communications, and each of them needed to get the right message to the right people when something happened.

That set three requirements for whatever platform they used:

• Identify the right audience. Reach the people actually affected, using workforce and location data, consistently across every sender.

• Communicate across multiple channels. Reach people by email, SMS, voice and mobile, wherever they are.

• Know whether messages landed. Understand whether critical messages had actually reached the people affected, and who still needed attention.

The firm set out to replace its existing Everbridge Mass Communications system with a scalable global platform that could meet all three across its entire workforce.

Resolution: one enterprise environment for critical communications

resilienceOS gives the firm one environment for managing critical communications across its global workforce, from choosing the audience to confirming the response.

Understand: target the right people. Authorised senders can target employees using profile, location, region, business unit and other organisational data, so messages go to the people who need to act.

Communicate: reach them on the right channel. Messages go out by email, SMS, voice and mobile from the same place. Reusable templates keep emergency communications consistent across up to 380 senders.

Confirm: know who has responded. Senders can request acknowledgements, safety checks and responses, then track delivery and responses in real time.

Follow up: focus effort where it’s needed. Unresolved contacts are identified, so teams spend their time on the people who remain unconfirmed instead of working through everyone.

The takeaway

Notification is not response. Sending a message to 43,000 people is the easy part. In an emergency, what matters is knowing who received it, who has responded and who still needs attention.

For this firm, resilienceOS turned emergency communications into an operational capability: the right audience, the right channels, one consistent standard across hundreds of senders, and one view of who still needs follow-up.

Need to know your message reached the people affected?

See how resilienceOS Emergency & Mass Communications helps teams reach the right people, confirm the response and focus follow-up where it is needed.

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