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24/7 SLA-backed helpdesk, overflow and incident call handling — built for real-world pressure. From everyday reactive faults to estate-wide incidents, Woven ensures every call is answered, every issue is logged correctly, and your team stays focused on delivery — not firefighting.
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At Woven, we provide peace of mind year-round with our Incident Management service. No matter the challenge, your calls remain answered, phone lines stay live, and your customers always receive exceptional care.
At Woven, we provide peace of mind year-round with our incident management service. No matter the challenge, your calls remain answered, phone lines stay live, and your customers always receive exceptional care.
We support FM teams when volumes spike suddenly or unpredictably, including:
Our Incident Response Specialists operate 24/7/365, trained to remain calm, precise and empathetic — even when call volumes increase 500–1000% within hours.
Incident Management
Inclement Weather
Crisis Management
Risk Management
Active Assailant
Business Continuity
Security and Compliance
Crisis Comms & Alerts
Mass Notification
Civil Unrest
Natural Disasters
Cybersecurity
How Does It Work?
Retainer-Led Readiness
A small monthly retainer keeps operators fully trained on your sites, assets, SLAs, escalation paths and CAFM workflows, so support is instant when needed.
Rapid Activation
From 10 to 1,000 FTE, we deploy the right-sized team within the hour, scaling up or down as demand changes.
System-Agnostic Delivery
We work inside your existing CAFM, CRM and escalation processes — or provide our own resilient platform if required.
Sustained Recovery Support
We stay live for hours, days or weeks until normal operations are fully restored and pressure has passed.
Energy & Utilities
Finance
Insurance
Legal
Manufacturing
Media & Publishing
Retail
Pharmaceutical
Technology
Transportation
Reach Out To Learn More
We give you SLA-defined answer times and escalation without the cost of building a full overnight or surge team – so you only pay for the capacity you actually need.
Our agents are trained in FM language – PPM vs reactive, life-safety vs non-critical, SFG20-driven priorities – so they understand what’s being reported and triage accurately first time.
Our 24/7/365 operational readiness and robust processes help you meet compliance and regulatory obligations, including duty of care, audit trails and incident documentation.
Our agents are trained to identify and assist customers in vulnerable circumstances, ensuring they receive the appropriate care and prioritisation.
Every FM operation is different. We tailor scripts, escalation flows and reporting to your sites, asset mix, contractor model and SLAs, backed by over 20 years’ experience across complex estates.
Our flexible models mean you pay only for the support you use – protecting margins while improving service quality, tenant satisfaction and SLA performance.
tPoint is Woven’s cloud-based contact centre platform, built to streamline customer interactions for estates of any size. With capacity for 10,000 concurrent calls, it’s always ready to scale instantly when volumes spike. We combine automation with human operators, so every conversation feels connected and on-brand – especially when you’re managing an incident.
Acts as a backup when your in-house platform fails
99.99% uptime with a cold start time of 4 hours
Push instant messaging updates across every channel
Full transparency through live updates
tPoint is Woven’s cloud-based contact centre platform, built to streamline and enhance customer interactions. With capacity for 10,000 concurrent calls, the platform is always on standby and ready to scale instantly. By combining automation with human operators, tPoint improves efficiency without losing the human touch that is critical to crisis response. With built-in resilience, cloud hosting, and seamless integrations, every conversation feels connected, regardless of the situation.
Woven has supported one of the UK’s largest distribution network operators for over a decade, providing a flexible, high-performance surge service. This collaboration demonstrates Woven’s resilience, performance, and ability to scale rapidly under pressure. When severe storms triggered widespread outages, Woven:
The result? Their internal FM and operational teams could focus on restoring services, while Woven kept customers informed and the helpdesk under control.
If you want to protect your SLAs, reduce pressure on your team and ensure continuity during peaks or incidents, let’s talk.
Everything You Need to Know About Our Incident Management Support.
In most cases, we can go live within days, not weeks, for planned helpdesk and overflow support, depending on the complexity of your operations, scripts and integrations. For incident-only or surge support, once the retainer and playbooks are in place, we can spin up teams within hours to handle spikes in demand.
Yes. We routinely log calls and faults directly into our clients’ CAFM and work order platforms, following their existing rules, rotas and contractor SLAs. As part of onboarding, we map your asset types, sites, priority levels and escalation flows so our agents can triage accurately and raise clean work orders within minutes, not days.
We typically combine a modest monthly retainer (to keep a trained team ready and aligned to your processes) with usage-based pricing for live call handling. That means you only pay for the capacity you actually need – whether that’s steady-state BAU support, targeted overflow/OOH cover, or short-term surge during major incidents. We’ll build a model around your volumes, SLA targets and budget.
If you want to learn more about how Woven's incident management service could protect your business, why not reach out and arrange a quick call?
