Find Out How AirTran Airways Has Increased the ROI of Their Notification System

Ann Cline SanCartierAnn Cline SanCartier

Manager of Emergency Response, AirTran Airways

Keith Tyndall

Director of Product Marketing, Everbridge

• The Global Leader in emergency and

incident notification systems

• Fast-growing global company with

more than 1,500 clients operating in more

than 100 countries

• Serve the Global 2000 enterprise,

corporations, healthcare systems, state

and local governments, federal

About Everbridge

and local governments, federal

government, military, financial services

firms, and universities

• 100% focused on incident notification

solutions that merge technology

and expertise

2

Agenda

Part 1: Presentation

• Increase the ROI of your notification system

• Identify new uses within your organization and across

departments

• Optimize your notification system to deployment to allow for

Are you on Twitter? Follow us at @everbridge and share webinar insights with your friends using hashtag#everbridge

• Optimize your notification system to deployment to allow for

independent, department-specific uses

Part 2: Q&A

3

Q&ANote:

Presentation slides are

available for download on

http://blog.everbridge.com

under the Webinar

Materials tab.

Use the Q&A

function to

submit your

questions.

4

Ann Cline SanCartierAnn Cline SanCartier

Manager of Emergency Response

� U.S. domestic and international carrier

� 140 aircraft

� Approximately 750 fights per day to over 70 cities

� Carries approximately 66,000 passengers per day, 24

About AirTran

� Carries approximately 66,000 passengers per day, 24

million annually

� Ranked #1 in the Airline Quality Rating in 2007 and 2010;

ranked in the top 3 since 2004

� Wholly owned subsidiary of Southwest Airlines Co.

� Technically superb and reliable

� Customer service = strategic partner

� So easy...even a caveman can do it

� Fantastic features, easy reporting

Why Everbridge?

� Fantastic features, easy reporting

� Value - More for our money

� Easily utilized for Emergency Response and Operations

Our mission…

Competent

Cohesive

AirTran Emergency Response

Competent

Compassionate

� Response Levels― SIREN

Immediate email notification used for all types of irregular operations.

― Key Personnel Teleconference

Quick Huddle email and phone notification. Small group of

Departmental Duty Officers create a team game plan, then divide and

conquer.

Incident or Aviation Accident

conquer.

― ECC or Care Team Only Activation

Hurricanes, tornados, fires, relief efforts. Email and phone notifications.

― Full Scale Activation

All teams and all paths using Scenario Manager to send unique

messages to each team.

� Multiple Teams Activated ― Headquarters Team

― Family Assistance Support Team (logistics)

― Go Teams

� Family Assistance Leadership and Investigation Teams

― Care Team

― Airport Station Teams

Full Scale Activation

― Strategic Partners

� Scenario Manager― Provides unique messaging

for each team in 4 clicks

― 6 groups with different notifications

in less than 60 seconds

� Daily Statistical Updates― 10 daily (4 SOC, 4 MOC, 2 Crew)

― From 5 minutes (minimum) to 40 seconds today w/Everbridge

� Irregular Operations― General and minor incidents

― SOC Advisories: Yellow, Orange, Red (operational continuity plan)

Daily Effective Communication

― SOC Advisories: Yellow, Orange, Red (operational continuity plan)

� Bonus: Overtime Coverage― Dispatchers polling notifications to elicit overtime – why use email?

― 45 min - 1 hour manual process; now takes less than

10 minutes to get shift filled with Everbridge

Average Daily Everbridge Notifications = 20

� 14 AirTran cities directly affected

� Escalated to Orange Alert Level

� Total AirTran cancellations = 336

� 16 SOC Advisories sent over 8 days

Hurricane Irene, August 22 – 29, 2011

� 16 SOC Advisories sent over 8 days

� Hurricane Hotline open from August 23 – 29

� All employees safe, minimal property damage

16

� One for All and All for One?― Risk : Desensitize

― Reward: Awareness

� Less is More? ― Risk: Awareness…or lack of it

― Reward: Relevance

Company Notification Culture

― Reward: Relevance

� Create Alert and Business Rules― Smart Phones

― Email

― Use buzz words like “alert”, “siren”, “advisory”

� Take Advantage of Choices― Contact Paths

Solutions?

― Contact Paths

― Escalation to their boss

� Email and Caller IDs― Make it unusual

� Nomenclature

� AirTran Group/Department Identifiers― CR (Crew Resources)

― ER (Emergency Response )

― IS (Information Systems)

― MOC (Maintenance Operations Control)

― PM (Passenger Movement)

― SOC (System Operations Control)

Nomenclature

― SOC (System Operations Control)

� Group Examples― SOC – Update, PM – Station Mgrs, ER – HDQ Team

Example: Group Identifiers

� Message Title – Business Rule

1. Always begin with Group Identifier

ex: SOC, CR, MOC, PM

2. Then add Group Name or Topic

ex: SOC – SIREN

Nomenclature

ex: SOC – SIREN

3. If sending a scheduled “Update”, include time/date

ex: SOC – Update 1000 11/23/2011

Example: Message Titles

Example 2: Message Titles

Searches

Unique Applications

� Special Go Kit Program― Requested volunteers

― Assembled 75 bags

25

� Practical Applications― Must have a reliable system that can reach multiple user groups

via multiple paths at once

― Notifications that fit your organization’s culture

― Risk and Reward

� Making sure your important messages aren’t being ignored

� Use nomenclature identifiers to help users and recipients

Goal: Effective Communication

� Use nomenclature identifiers to help users and recipients

― Use templates and Ready, Set, Go messages like

the Scenario Manager

― If you require the “if this, then that”,

check out the Matrix product

27

Demo & Conclusion

Keith Tyndall

Director of Product Marketing, EverbridgeDirector of Product Marketing, Everbridge

Chad Sanders

Sales Engineer, Everbridge

Incident Notification Solutions Address Common Communication Challenges

• Reduce miscommunications

and control rumors with

accurate, consistent messages

• Satisfy regulatory

requirements with extensive and

complete reporting of

• Communicate quickly, easily,

and efficiently with large

numbers of people in minutes,

not hours, making sure that the

lines of communication are open

• Receive feedback from your complete reporting of

communication attempts and

two-way acknowledgements from

recipients

• Deliver refined, prepared ,

timed messages to each pre-

designated audience group, by

scenario

• Receive feedback from your

messages by using polling

capabilities

• Ensure two-way

communications to get

feedback from message

receivers

29

Key Evaluation Criteria for an Incident Notification System

• Experience and expertise

• Ease of use

• Ability to reach all contact paths, including voice,

email, native SMS (over SMPP and SMTP), IM, and

30

email, native SMS (over SMPP and SMTP), IM, and

more

• Ease of integration

30

Q&A Note:

Presentation slides are

available for download on

http://blog.everbridge.com

under the Webinar

Materials tab.

Use the Q&A

function to

submit your

questions.

31

Contact Information

Ann Cline SanCartierAnn.sancartier@airtran.com

Keith Tyndall

Everbridge Resources

On-Demand Webinars:

www.everbridge.com/webinars

White papers, case studies and more

www.everbridge.com/resources

Follow us:

blog.everbridge.com

twitter.com/everbridge

facebook.com/everbridgeinc

Keith TyndallKeith.tyndall@everbridge.com

Thank you for joining us today!

ReminderEverbridge Insights webinars qualify for Continuing Education Activity Points (CEAPs) for DRII certifications. Visit www.drii.orgto register your credit.

Item Number (Schedule II): 26.3Activity Group: A1 Point for each webinar