Retail Incident Management

Retail Industry Incident ManagementThe retail industry, both “brick and mortar” and online, has a unique set of retail incident management challenges in the event of an unplanned disruption. Employees need to be located, safety verified, work status communicated and more. In some cases customers need to be alerted to potential impacts and suppliers may need to reschedule or re-route shipments. Meanwhile internal teams need to collaborate to achieve the most effective path to issue resolution because in a retail environment, every hour of store closure or system downtime can cost thousands in lost revenue.

MissionMode partners with some of the retail industry’s largest players like The GAP, Nike and eBay providing the tools they need to quickly and easily communicate critical information, share timely information and photos from impacted locations, and implement incident management procedures to enable speedy issue resolution.

Primary Applications

MissionMode Situation Center Suite can be applied to a wide variety of retail incident management applications to speed communication of critical information, receive confirmation and feedback from a dispersed employee and/or customer base and effectively manage operations through the business disruption. Some of the primary applications include:

Severe Weather – Major storms can cause location shutdowns, facilities damage, transportation disruption and more. Employees need to be located to ensure safety, facilities need to be safeguarded or repaired, inventory may need to be moved, suppliers may need to reschedule or re-route shipments and more.

IT System Failure – Online ordering, point of sale, inventory management, and payment systems are mission critical in today’s retail environment. An outage in anyone of these systems can have serious impact on a retailer’s ability to operate. MissionMode tools can help communicate the issue to all who need to know and enable successful collaboration on IT disaster recovery.

Product Recall – In the event of a product recall, both store personnel and impacted customers need to be notified and provided with timely information on what steps to take.

Physical Security Threat – A retailer faced with a physical security threat first needs to take steps to ensure the safety of employees and customers. Next comes securing the facilities and inventory, MissionMode can help with tools for interactive communications and field information sharing.

Facilities – Damage or power outage at an individual location can impact operations. Employees need to be alerted and advised on impacts to work schedules and more.

Supply Chain – Supply chain glitches can have a big impact on retail inventory management. When a supplier has a disruptive event making them unable to meet commitments, this information needs to be communicated and depending on the severity, alternatives may need to be put in place.

Staffing and Employee Safety – Every retailer has an obligation to ensure the safety and security of their staff. In the event of dangerous weather or physical security threats, the goal is to quickly locate all employees, receive confirmation of their safety and supply information on impacted work schedules.

MissionMode Solutions

MissionMode has the retail incident management tools you need to effectively manage unplanned disruption. Our Situation Center Suite was designed to enable simple two-way emergency communications and a collaborative virtual command center to speed issue resolution.

Intelligent, 2-Way Message Delivery – MissionMode Notification Center allows retailers to communicate with employees via email, land-line, mobile devices, SMS and more to deliver critical information such as a store closing due to flooding, an inventory management or email system outage, or vendor management for facility concerns. District Managers can communicate with corporate, then easily disseminate information to store managers as well as track accountability for receipt of messages, policies, etc. The solution easily integrates with existing HR systems to ensure timely and accurate contact information across customizable mailing lists. Smart automation rules allow for sequential message delivery, escalation of alerts across devices and more. There are multiple ways for recipients to respond including one touch connection to a conference call. Best of all, our mass notification center is extremely easy to use and can be accessed from anywhere including an award-winning mobile application.

Collaborative Incident Management Tools – MissionMode Situation Center can dramatically improve a retailer’s readiness and ability to effectively manage unplanned incidents by making event management collaborative, simple, and trackable. The tool can be pre-configured to help retail business continuity teams manage a wide variety of disruptive events such as product recalls, supply chain interruptions, store closures due to severe weather and more by providing a collaboration platform that serves as a virtual command center. The easy-to-use Situation Center includes a real-time dashboard giving all users a centralized view of event resolution activities and status, team and individual task checklists, event log, a file sharing library for key documents, customized online forms and seamless integration to our Notification Center for message delivery.

Interactive Field Communications – MissionMode’s EarShot Solution enables rich, 2-way communications to support decision making as a situation unfolds. This unique mobile application allows retail store personnel to send mobile messages, forms, photos and GPS location information to a geographically dispersed team to facilitate store closure and incident management decisions.

MissionMode Advantages

Managing incidents like weather-related store closings, physical security threats, IT system outages and more while minimizing negative business impact takes planning, practice and the right partner. A partner with the tools, industry experience and support to give you maximum operational control.

Unlike most emergency management systems, MissionMode provides an end-to-end incident management solution. Because in a crisis, you don’t just need to communicate the problem, you need to resolve it.

MissionMode’s Situation Center Suite was specifically designed to support the five key phases of business continuity management in order to boost your organization’s overall readiness:

Early Warning
Risk Assessment

Key MissionMode advantages for retailers include:
• Ease of use
• Virtual command center speeds incident recovery
• Unlimited contact devices, recipients, teams and templates
• Cloud-based applications -accessible from anywhere
• Customized automation rules
• Template driven – easy to pre-configure for multiple incident types
• Choose recipients individually and by group, role, location or GIS mapping
• Recorded voice alerts plus highest quality text-to-speech alerts
• Multiple ways for recipients to respond including one-touch connection to conference calls
• Easily integrates with existing customer systems
• Real-time dashboards for project status at a glance
• Individual and team level task checklists
• Interactive field communications provides corporate visibility to incident severity
• Configurable calling parameters –can cycle through preferred devices and stop when reached