Tax Products Group Q&A: Unified Critical Communications to Keep Customers, Employees Informed

Benjamin Franklin once said “… in this world nothing can be said to be certain, except death and taxes.” While that sentiment is certainly true some 200+ years later—the modern day technology organization should also add disruptive IT events to the list. So what is a company to do to prepare for these unexpected outages, system failures and breaches?

San Diego-based Tax Products Group (TPG) offers financial products through tax preparation franchises, independent tax professionals, and online tax preparation providers. As you can imagine, disruptive IT events can impact the user experience for their customers. Fortunately, TPG deployed Everbridge’s Unified Critical Communication Suite to help communicate with customers during both planned and unplanned IT outages. In a video interview with Everbridge, Kenneth Moore, TPG’s operations manager, talks about how Everbridge ensures business continuity during disruptive events – and also improves customer satisfaction in the process.

In the video, learn how TPG leverages Unified Critical Communications to:

• Ensure exceptional customer service: Moore notes that in order to have stellar customer service, the IT side of the business has to make sure that processes flow as quickly as possible. With UCC, TPG has a fluid notification system to let customers (as well as employees and partners) know about disruptive events in near real-time and keep them abreast on resolution. This type of proactive communication and transparency has resulted in trusting, happy, loyal customers.

• Optimally manage disruptive events: Moore candidly talks about how the area-wide blackout that hit Southern California in 2011 changed the way TPG viewed its disaster recovery and notification processes. The company turned to Everbridge after that incident to automate its mass notification system so it could better manage issues and proactively communicate with stakeholders during outages. It also frees up employee time to focus on more important issues like outage resolutions.

Watch the full video below to learn more!