Most organisations are set up for an average day. That works fine, until it doesn't. In practice, we see that during a significant incident, contact volume more than doubles in the first 4 to 8 hours. Yet, the available capacity remains at yesterday's levels. Because organisations become harder to reach, a surge in repeat traffic occurs, which can have an impact for days or even weeks. And more than 50% of organisations have no specific crisis protocol for customer contact.

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Not because they don't think it's important, but because they have never thought about it. We call this the accessibility gap: the gap between what customers and citizens demand during crisis situations and peak periods, and what organisations can handle.

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"Within 4 hours, we can have a team ready for you to handle your customers' initial contact needs."

Judith van Leeuwen

Sales Director, Yource

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More urgent than ever

Unexpected events like the recent PHP leak prove how quickly that gap emerges. Systems go down and the pressure on customer service rises immediately. Customers usually understand the force majeure of a disruption, but they do not understand why they cannot reach anyone.

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With Yource Stand-by as a Service, you stay ahead of this risk. We have thought through the scenarios with you in advance. As soon as it is needed, we scale up at lightning speed. This ensures your accessibility and service remain guaranteed, no matter how hard the storm rages outside.

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Want to be sure you're prepared for the unexpected? Let's get acquainted.