Results at a glance
- Setting up an on-demand crisis unit to cover customer’s unique logistical needs
- Accommodation for 9,000+ agents for a total of more than 24,000 overnight stays
- A responsive crisis setup using customer insights and a 24/7 call center
The challenge
On 2 November 2023, some 1.2 million homes in France were left in the dark. Storm Ciaran had caused severe damage to the electricity network in the north-west region of the country. To restore power as fast as possible, an energy giant subsidiary and long-term CWT customer, sprung into action. They activated their rapid intervention force for electricity, mobilizing employees and service providers. Technicians traveling in from all over the country required urgent accommodation. “This is not about finding a nice hotel on the Champs Elysée in Paris”, said Bruno Toquet, the CWT customer director leading the charge. “We had to find accommodations in some very remote locations, often on the same day”.
The solution
CWT immediately set up a crisis unit with 24/7 traveler assistance to provide fast, immediate support. A crisis management team on the customer side selected the technicians traveling and we received dozens to hundreds of booking requests daily. A CWT dedicated team with an in-depth knowledge of the customer was set up to handle the requests, and with back-up from our 24-hour team, we provided round-the-clock traveler support. This proactive approach allowed us to service requests quickly and efficiently for the customer. Lastly, we leveraged supplier relationships and knowledge of accommodations in remote locations based on our long-term experience working together.
The result
CWT successfully managed the accommodation requirements of 9,000+ travelers, booking more than 24,000 room nights. More than 80% of the room nights booked were in small towns with extremely limited accommodations availability. We provided daily booking updates and a summary report detailing the resources allocated to the crisis center. “CWT has the capabilities and experience to support our customers travel needs during an emergency. I am always extremely impressed by how the teamwork around-the-clock and smoothly manage these extreme situations. Being able to intervene quickly for our customers in difficult conditions is a top priority”. Louis-Xavier Dumoulin – Senior Director, Enterprise Customers – CWT.