How do you handle technical glitches in your case management workflow?

Chat it Out: Talk to the crew and gather what's what – when, where, and any tweaks. Get the lowdown. Scope the Scene: See how big the mess is. One person? Whole team? Get the picture to know where to focus. Data Dive: Grab error messages, pics, logs – the juicy bits. These are gold. Tech Tools Rule: Use ace tools to dig into stats, logs, and clues. Shortcut to the core. Call in A-Team: When stuck, call experts. Share scoop for a head start. Quick Fix or Deep Dive: Swift patch or deep dig – know the plan. Clear Chatter: Keep them in the loop. Updates matter. Crack the Code: Solve it up. Test like a boss. Post-Game Chat: Discuss what went down. Learn and prep for the future.

Using your vendor service status sites is a key source of information. Any automation you can bring from their status site will help your staff to quickly respond to clients and set expectations. One way to accomplish this is to have a monitoring service check for specific keywords ie "All Systems Operational" if the keywords do not appear on the site your monitoring will alert you and this saves you from having to constantly check the sites yourself.

While communicating with clients, it is important to establish effective and barrier-free workarounds to ensure clients can easily access the proper supports and resources they need, until the main issue is resolved.

**Empathy First, Service Next:** Step into your client's shoes and grasp their business inside-out. Understand the potential impact of system hiccups on their operations. Deliver a service that resonates with care and consideration, showing you're invested. **Transparent Communication:** Serve up straightforward, honest updates – no fluff. Regularly keep them in the loop with a consistent rhythm. Clarity breeds trust. **Seamless Reach:** Offer multiple channels for connection. Make sure they have easy access to alternative ways to link up. Being reachable on their terms is a game-changer. **No Waiting Games:** Cut down on waiting times. Swift responses and solutions are your bread and butter. Their time is precious, treat it as such.

The hardest part of the communication is to ensure everyone on the team that is speaking with the client has a consistent message and is not divulging too much or wrong information. This is important to set expectations and limit possible liability. One way to accomplish this is to send an internal email to staff with possible statements and be clear if there is information they should NOT tell the client.

Leveraging Microsoft Cloud Services enhances system uptime and reliability. Azure Backup, Site Recovery, and Azure Information Protection ensure swift data restoration, safeguarding against glitches. OneDrive, SharePoint, and Microsoft 365 tools sustain seamless collaboration during disruptions. Windows Virtual Desktop offers continuity by shifting to a virtual environment. Incorporating these services underscores our commitment to robust uptime, bolstering operational resilience.

I found it helpful to complete "test runs" of the platform to mitigate any issues beforehand. Also, as the article suggested, identify with the client the best backup plan for completing the session if an issue does occur and the timeframe to switch to the secondary platform after an issue arises.

I would also consider ensuring all documents in your SMS / ISO 27001/9001 are up to date and ensure any DR or BCP documents are corrected and updated

I agree with this but use major vendors for key systems with guaranteed SLAs and KPIs. If your business does not have the skills to look after your key tools don't be afraid to outsource the support. Overcoming cloud hesitancy is vital. Some business owners still perceive on-premises data retention as more secure. However, this might lack tools to detect unauthorized access. Empower your technical blueprint through insights from those immersed daily, combining practical expertise and technical credentials.

Investing in reliable technology is crucial. In my experience, it's the backbone of modern efficiency. Take, for instance, the reliability of solid-state drives (SSDs) over traditional hard drives. An example of this is their use in data centers, where SSDs' speed and durability improve performance. I agree but caution is key; not all tech warrants investment. It's about discerning what truly enhances productivity and offers a return on investment, ensuring that the technology serves a purpose and isn't just a novelty. Wise investments in technology can be transformative, propelling both personal and professional spheres to new heights.

1.Determine the nature of the glitch and its impact on the workflow. 2.Pinpoint what triggered the glitch, whether it's a software bug, hardware failure, or network issue. 3.Document the glitch, its resolution, and any lessons learned to improve future workflows and troubleshooting processes.