Posted on / by Daniel Wagstaff / in Business, Technology, Trending

HOW RIVERCENTER SHOPPING CENTER HANDLED CRISIS COMMUNICATION DURING A FIRE with RedFlag Notification System

THE PROBLEM: AN UNEXPECTED CRISIS WITH HUNDREDS OF AFFECTED PERSONS

A grease fire ignited near two restaurants at Rivercenter Shopping Center in San Antonio, Texas. Communication was vital in order to ensure the safety of staff and tenants. The shopping center needed to be evacuated immediately. As the situation developed, tenants, staff and building owners needed to be kept up to date so they would know when normal operations could resume.

Rivercenter’s management needed to:Rivercenter’s management needed to:

  • Inform more than 350 people about evacuation
  • Keep staff and tenants updated throughout the day
  • Use multiple channels to make sure messages were received

THE SOLUTION: SIMPLE, IMMEDIATE, MULTI-CHANNEL MESSAGING

RedFlag empowered Rivercenter to communicate with their staff and tenants quickly and easily. Less than half an hour after the first spark, all of Rivercenter’s staff and tenants were in the loop. RedFlag also enabled easy communication with JLL corporate management. “RedFlag made it super easy to notify everyone quickly,” said Debbie Sandberg, Rivercenter’s Marketing Manager. As part of the RedFlag-JLL partnership, Rivercenter had access to “JLL pre-approved message templates” which helped to quickly “evacuate all to safety during that critical time.”

Multi-channel messaging proved key in ensuring that everybody stayed informed. Rivercenter used text messages, emails, and calls to tenant landlines. Most importantly, all of these channels were employed simultaneously and with a simple click. Because communication was so streamlined, Rivercenter sent seven different updates to its staff and tenants with ease.

THE RESULTS: EFFECTIVE AND TIMELY COMMUNICATION

After the incident, Rivercenter was thankful they had implemented RedFlag before the emergency happened. Sandberg said, “We received very positive feedback from tenants/store managers about how RedFlag helped notify them quickly and kept them informed during the ordeal.”

This positive feedback was a big turning point from prior, similar situations. In the past, Rivercenter relied on mass emails, but some of their tenants would miss the message.

“Before we had RedFlag, we would have just sent an email or called each tenant. Having the ability to contact everyone immediately via text made communication much easier.” Multi-channel messaging meant RedFlag could ensure messages were not only sent; they were also received. Timely and effective communication guaranteed a smooth crisis response.

WITH REDFLAG, RIVERCENTER WAS ABLE TO:

  • Communicate with staff & tenants via email, text message, and voice calls
  • Access a JLL pre-approved message template
  • Send updates throughout the day
  • Keep corporate offices in the loop
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About Daniel Wagstaff

Daniel defines the strategic direction of Pocketstop while identifying and managing key business opportunities. Responsible for delivering on the Pocketstop value proposition, he focuses on solving an organization’s largest communications issues by using proven technologies in unique ways. While content may be King, communication is Queen and she wears the pants. Daniel ensures every solution is both simple and efficient and delivers measurable business results. Daniel has 20 years of diverse experience working with clients to ensure their B2B and B2C communication strategy motivates and drives the desired behavior.