When it comes to technology, the right provider can make a real difference in your organization’s confidence. You need an experienced and trustworthy pair of hands to help you carry out important corporate initiatives, including fostering organizational resilience, building business continuity and meeting duty of care to employees. That’s why it’s so important to find the features, functionality and support that align with your corporate strategy.
Not sure where to start? These five focus areas will guide you through the process of identifying the right fit for your technology needs.
1. Proven Staying Power
Although the tech world is an ever-changing space, it’s also one where industry experience matters. Fly-by-night companies that focus only on the latest trend are often ill-suited to meet your needs in the long run. When protecting your people, places and property, look for a company with longevity.
It goes without saying that the provider should have a well-established history of providing critical communications and risk intelligence with features that handle your big picture needs:
- Multi-channel modality (text, voice, email, app-based and desktop notifications)
- Group and individual alerting
- Domestic and international coverage
- Survey capability
Their products should also incorporate the finer nuances of usability that will get everyone connected with maximum speed and accessibility, such as:
- Convenience in the form of one single phone number to alert your entire workforce
- Privacy and security via advanced GPS settings
- Easy adoption with an app that doesn’t deplete the user’s data
2. Strong Technology Offering
Accuracy without timeliness is just a history lesson. If the data isn’t delivered in real time, it doesn’t help you manage critical events. You need a platform that delivers the right information, to the right people, at the right time. What does that take? Cutting-edge AI that leverages human-validated data sources, a global scope and granular coverage. When you add the speed and agility of machine learning, you have an unstoppable combination.
Features like 24/7 intel gathering, highly sensitive filters and searching and mapping software ensure you receive data that’s timely, relevant and reliable. We know today’s threat landscape is in a state of perpetual flux. That makes providing actionable intelligence tantamount to building a house on quicksand – the foundation beneath you is constantly changing. The right provider will address those dynamics with an agile development cycle that keeps up with the accelerated pace of modern risk.
3. Business Outcome Focus
The ability to recognize the importance of business outcomes is another hallmark of seasoned tech firms coming from an established history in the industry. It’s not enough for your provider to deliver critical event management (CEM) – they need to understand your organization’s specific business outcome goals, so the CEM platform can effectively support them.
For example, consistent alerting numbers are important, but it doesn’t stop there. The platform has to give you a way to connect the dots and see the big picture via read-receipts that show you who has and hasn’t seen your messages. The right provider will ask, “What problem is your organization trying to solve?” They will take the time to understand the nuances involved and tailor a package that addresses those needs in line with your organizational goals and business continuity plans.
4. Customer Experience Priorities
What does a given vendor have to say about the type of customer experience they offer? Do they have a 24/7/365 support team that's ready at any moment? How many customers do they have, and what is their average longevity? The answers to these questions speak volumes about the type of experience your organization can expect. When selecting a technology partner, it’s vital to articulate your service needs and expectations.
Recall some specifics of your last negative experience with a provider – what does this potential new vendor have to say about what they would do differently in such a scenario? Can they give you specific details? If they can’t tell you how they’ll do things differently, it’s unlikely they actually will. And don’t forget the value of ROI in this conversation. A provider that focuses on their customer’s experience will explain the efficacy of their platform to your bottom line. Those are the details you need to gain the buy-in of leadership.
5. Next-Level Options
Finally, take a good look at the differentiators offered by the companies who are vying for your business. Which one enables the most customization? Which gives you the features you need within your budget? Options are only an advantage to the extent they’re relevant.
All levels of service should include relationships, such as a dedicated implementation manager and account manager to support your organization throughout the life of the contract. It’s not about a cut-and-paste annual renewal check-in. Those managers should offer ongoing training, thoughtful business reviews and access to a global customer base for peer connection and learning. This level of care is what you should expect from a competitive technology partner.
These five focus areas are just a starting point. As you bring your technology needs into focus, the big picture will become clearer. Don’t be afraid to talk through your processes with multiple providers of critical communications and risk intelligence products. The right one will offer a perspective that resonates and features that bring your company vision to life.
Your true technology match is out there – don’t settle for less. Learn more about essential capabilities to proactively manage critical events and better protect your people, places and property.
