Notes from the President

Ken Hilton - President Red Wing Software

What would it be like for a business to lose all phone service? On October 12th at 8:30 in the morning, Red Wing Software found out. In the middle of an internal video conference, the phones went silent. Everyone still appeared on the screens, but there was no voice communication. This has happened before, but typically lasted for a relatively short time, and everything was back and running. This time, it wasn’t typical.
When we contacted the service provider and alerted them of the problem, it took a while to realize someone had cut a fiber line that supplied service to its customers. Once we determined it would take more time than normal to solve the problem, we immediately posted a message on our website and in the notification bar within our CenterPoint programs to alert our customers of the outage. Fortunately, two totally different vendors provide our phone service and our internet service, and we still had full internet access.
We could still communicate with our customers via the email portal and handle many of our support calls using that method. In cases that we needed to talk someone through an issue, our staff used their personal cell phones to contact our customers. It wasn’t until after the close of business that the phone service was restored, and we were back to normal the following day.
Thanks to our customers for your patience during this outage and our staff for jumping into action to make the best of a difficult situation.
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