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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.
When outages, storms, planned works or high-pressure events hit, call volumes surge fast. Woven provides 24/7/365 Incident Response Specialists who can be deployed within the hour to protect service levels, customer trust, and operational continuity.
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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.
Utilities don’t get “busy periods”. They get events. And when the lines light up, the stakes go up with them:
Woven gives you control when demand spikes — so every caller gets a calm, clear, professional response when they need it most.
Storm events like Eunice and Babet left 1.4 million people without power in consecutive years — and those incidents drove some of the highest outage levels on record. That’s exactly what Woven is built for: rapid surge support that keeps customers informed and your operation resilient, whether the incident lasts hours or weeks.
That’s when answer times slip, abandoned calls rise, and monthly reports become uncomfortable. With Woven, you get a specialist FM call-handling layer that:
Your SLAs stop being promises on paper and become service levels you can actually deliver.
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 Our Incident Management Service Works
Retainer Fee
Like insurance, you pay a small monthly fee so our operators stay fully trained and up to date on your policies, processes, and escalation paths — ready to step in when you need them.
Swift Response
When the surge hits, teams can be spun up within the hour and scaled from 10 to 1,000 FTE, depending on demand.
Technology
We can work in your system or provide ours — keeping continuity tight and making sure every interaction is recorded properly.
Disaster Recovery
We stay in place until service is stable and your operations are fully restored — whether you need support now, tomorrow, or in the future.
"When I speak to Ops directors in Utilities, I hear the same pressures: stretched teams, rising costs, and tenants expecting more. Outsourcing shouldn’t mean losing control. It should mean partnership - experts in your corner who care about first-time fixes as much as you do. My team and I work closely with you to build support that feels seamless, human, and aligned with your goals."
Energy & Utilities
Finance
Commercial & Residential Estates
Legal & Professional Services
Manufacturing
Media & Publishing
Retail & Mixed-Use Portfolios
Pharmaceutical
Transport & Infrastructure
Insurance
Legal
Retail
Transportation
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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 your 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 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 a 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
Woven integrates with leading CRM and customer service platforms, including tools like Zendesk and Freshdesk — so you can keep your workflow intact while adding surge capacity fast.
Interested in tPoint's Capability for your Utilites Operation?
Interested in tPoint's Capability for your Operation?
tPoint is Woven’s cloud-based contact centre platform, built to streamline and enhance customer interactions. With a 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 and operational teams could focus on restoring services, while Woven kept customers informed and the helpdesk under control.
If you’d like to see how Woven’s 24/7 UK helpdesk, overflow and incident support could protect your SLAs and reduce pressure on your team, send us a message and we’ll arrange a quick call.
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?
Everything You Need to Know About Our 24/7 helpdesk and incident support for Utilities.
Teams can be spun up within the hour once readiness is in place. For new setups, we’ll confirm the fastest safe go-live based on scope and systems.
Yes. Our Incident Response Specialists are trained to remain calm, professional and effective through critical failures and high-pressure situations.
No. We can work in your environment or provide ours, and we integrate with leading customer service platforms.
We agree escalation rules upfront (what gets escalated, to whom, and when). During the event, we follow those rules precisely and capture clean call details.
Yes — support flexes with demand. We scale up during the incident and reduce coverage as volumes normalise.
