01 March 2012

WHEN Dynamiq's emergency operations centre takes a call at 2am, it has to be ready to react whether it is about lost luggage, a case of Bali belly, or a terrorist attack.

The Australian-based risk management company helps mostly corporate clients to prevent, prepare for and respond to an emergency that will affect their operations or, more importantly, their people.

Dynamiq supports insurance companies and some of the biggest mining, oil and gas, government and media organisations in the world. Its 24/7 helpline supports about 6000 organisations. It offers emergency medical assistance, travel assistance and global security and safety response capabilities to corporate travellers, expatriates and holiday makers.

Former Australian commando and Dynamiq founder Anthony Moorhouse says the company experienced rapid growth of about 200 per cent per annum.

"We need an ability to grow a new office or grow a new location very quickly," he says. "We also need to make sure that there are no single points of failure."

About a year ago, Dynamiq was dealing with limitations around constantly changing work orders. "We offer a customised offering to our clients, but we had to outsource to third parties a lot of that customisation," says Moorhouse, who is also chief executive. "We couldn't do anything ourselves, which was quite frustrating."

While Dynamiq had redundancy built into every step, there was a lot of physical infrastructure, which was expensive and inflexible.

"It also didn't integrate well with our other systems," Moorhouse says. "So the phone system was over here and our content management and case management system was over there and they didn't talk to each other. It cost a lot of time and increased the amount of training that we had to provide."

Dynamiq was founded in 2005 and has 45 full-time staff based in Sydney, Melbourne, Perth and Brisbane. At any given time, it has about the same number again in contractors. "We were determined to go to the cloud and we were determined to basically move away from all infrastructure in our offices," Moorhouse says. After an exhaustive selection process involving five suppliers including its incumbent, Dynamiq deployed IPscape's cloud contact centre solution to power its emergency operations centre.

It has spent the past six months integrating the solution, testing it and making sure it is robust.

IPscape can turn every mobile phone and home laptop computer into a fully functioning call centre agent capability within about a minute, which is especially critical in the event of a terrorist attack or natural disaster.

"Our ability to go from being able to handle 20 calls to 200 calls is almost instantaneous," Moorhouse says.

IPscape's simple user interface and its ability to allow Dynamiq to easily customise workflow, routing, reporting and voice recording were also ideal.

The solution has integrated seamlessly into Dynamiq's Salesforce CRM system.

"What IPscape has been able to provide us with is a fully integrated user interface where we can do everything from one screen, which when you are dealing with someone in the middle of a heart attack on the other side of the phone is pretty critical," Moorhouse says.

As the IPscape solution is web-based, the company's remote workforce can access the system wherever they are in the world. This enables the delivery of consistent service and streamlined operations.

"I think we have saved about $250,000 this year on CAPEX and probably on a monthly basis about $10,000," Moorhouse says.

"We have got extremely high up-time with a lot of duplication built in so that there are no single points of failure."

Dynamiq invested an upfront fee of about $40,000 for IPscape and now spends less than $10,000 a month.

The company plans to at least double staff numbers this year.

"From our end, getting IPscape up and running to double the agent numbers will be pretty seamless," Moorhouse says.

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