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In August, CATI opened its first undersea location in Buffalo Grove, IL. To better serve the market, the company felt that to truly understand aquatic inhabitants, we needed to present a local presence.
Ok, just kidding! On Sunday evening, July 30th, I received a call from our building manager in Buffalo Grove, IL, that a water main under our office had burst and completely flooded our facility. After visiting the office to survey the damage, much equipment had been ruined but thankfully all key company data was unharmed. The greatest initial concern that evening was to provide uninterrupted technical support for our client base. With personnel distributed across seven facilities the key was to pull a team together to quickly assess the extent of the damage and understand how business was going to be affected. Fortunately, with investments in infrastructure over the last several years, including a VOIP (voice over IP) phone system, we were able to open support on-time starting Monday morning by rerouting calls to offices outside Illinois.
During the month of August, Illinois personnel were housed in a temporary office and also at offsite locations. The infrastructure to support remote operations was in place before this event, it just had not been pushed to this level. The fact that the tools did support this real-time drill really underscored the return possible from technology investment. To have an interruption in our customer support would have been an undue burden on our clients. With the exception of some instances of phones being forwarded temporarily to inappropriate numbers, by and large communication was maintained. We appreciate your understanding if you were affected by any of this disruption.
As of today, we are back in our newly remodeled Buffalo Grove, IL facility and look forward to working with you. If you did experience any difficulties in communicating with CATI in recent weeks, please send me your feedback at richw@cati.com.
Thanks again for your continued support.
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