Company SnapshotDejana Industries is a privately owned “family” of companies in continuous business since 1962 providing a broad array of outdoor services including snow removal, equipment leasing/sales, street sweeping, solid waste collection/disposal and catch basin cleaning for both municipal and commercial customers throughout the Mid-Atlantic,  New England, Midwest and as far west as Denver, Colorado.  The company services airports, cities, towns, villages, seaports, sports complexes and shopping centers in a variety of locations nationwide.

• Headquarters are located in Port Washington, NY• Operations in 10 states• Provide snow removal services at nine major airports across the United States • 300 workers employed year round, 3,000 in the winter months

Business ChallengeA key function within Dejana Industries operations has long been the Timekeeper. These employees are in charge of contacting, recruiting and scheduling subcontractors for snow removal each time a storm is predicted. Previously, this has been an arduous and time consuming task involving hours of individual phone calls and conversations to locate, inform and recruit workers for each individual snow event. Most of Dejana’s subcontractors have other jobs and are not always available when a particular snow storm approaches, so many individuals need to be contacted to locate an available crew. Another challenge was that recruiting is based on weather forecasts which are o�en not 100% accurate. If the storm was delayed, worse than predicted, or did not come at all, additional calling would be required to change schedules. Repeated manual calling was overly time consuming and unreliable, so

+1 312.445.8811877.833.7763

when Marisa Von Wieding joined Dejana Industries in August, 2014 as the new Vice President of System Operations, she set out to find a more e�icient way of communicating with subcontractors to recruit snow removal crews.

“Each time a storm was predicted, it would take over 4 hours of manual dialing to locate and schedule subcontractors for snow removal. Then, if

the forecast was wrong, we’d start the process all over. We needed a faster way to inform and schedule crews.”

Marisa Von Wieding, Vice President of System Operations

Why MissionModePrior to joining Dejana Industries, Von Wieding had experience with MissionMode emergency notification and incident management solutions as Vice President of System Operations for JetBlue Airways. JetBlue used MissionMode for routine operational alerts, operations log tracking, and task management, as well as for broader emergency notifications to both employees and passengers. She knew the system capabilities would be a perfect fit for Dejana’s needs and that the MissionMode team would help her explain the system benefits to management across all divisions to help with needed buy-in.

MissionMode’s Notification Center™ emergency notification solution had all the features that Dejana needed to speed and simplify communications with their snow removal subcontractors. Because the system is accessed by geographically dispersed divisions across 10 states, it needed to be very easy to use and train. Also, since the target audience is not all armed with the latest technology and digital communication skills, Dejana needed a system with the flexibility to deliver messages via text or voice and to continue contacting individuals across multiple numbers until message receipt is

confirmed. Some of the most important features of the MissionMode Notification Center™ for the Dejana Industries team include:

• Smart automation for personalized message delivery• Escalation of alerts across devices• GIS Mapping for location-specific alerts• Recorded voice alerts or high quality text-to-speech• Multiple ways to deliver/capture message response• Real-time status of receipt confirmation and feedback

Securing Company-wide Buy-InIn September, 2014 Von Wieding made the decision to deploy the MissionMode Notification Center™; however, she needed to get buy-in on this major procedural change from her sta� which proved to be a tougher challenge. Many of the General Managers across the divisions were reluctant to switch away from the traditional manual calling approach to the new emergency notification system. They worried that the personal touch was an important component of the recruiting process and that their subcontractors wouldn’t respond to automated messaging. It was di�icult to change the internal mindset and convince the sta� that their subcontractor base would be able to adapt to the new style of communicating. There were also concerns about system ease of use for both the Timekeepers delivering the messages and the subcontractors on the receiving end. Additional objections were voiced about the cost of text messages since not all contractors are on unlimited texting plans.

The MissionMode team helped ease some of these concerns with multiple web-meetings to demonstrate to employees across the di�erent divisions exactly how easy the system is to use and how they could accommodate the varying technical capabilities of their subcontractors with voice messages and one-touch response mechanisms. Once the decision was made to proceed, MissionMode helped with expedited system set up, bulk upload of subcontractor contact lists and training to help Dejana get the system installed and trained before the snow started falling in November.

Year One ResultsAll across the U.S. the winter weather patterns in 2015 were bizarre. What started out as a relatively dry winter, suddenly exploded in the January through March months when many areas were hit with multiple heavy storms. By employing the MissionMode Notification Center™ solution, Dejana Timekeepers were able to reduce the time it takes to get a message out to their subcontractors from four hours to one minute! The subcontractors adapted well to the system with message response rates between 70% to 90% - well above MissionMode norms across other industries. Messages were delivered first to subcontractor cell phones with follow up calls sent to home phones. The cycle repeats until message receipt is confirmed which is a factor in the high levels of response.

The ability to reach subcontractors so quickly has saved significant money both in Timekeeper hours and crew scheduling. Timekeepers are now able to better pinpoint when subcontractors should arrive based on storm patterns. The system helps Dejana Industries better adjust for inaccuracies of the weather forecast and achieve “just-in-time” sta�ing for snow removal crews.

In preparation for the upcoming winter snow season, the teams are incorporating some important learnings from year one. They have adjusted their scheduling system to accommodate subcontractors that arrive on site with multiple employees, added additional profile information to the contact lists to better target recruiting by job role and have plans in place to update the lists on a regular basis for maximum accuracy. Adoption rates of the solution across divisions was somewhat uneven in the first year, but the company has spent time sharing success stories from airports like LaGuardia and Newark that enjoyed huge cost savings with 100% system usage to help other divisions understand the benefits. The expectation is that all divisions will be at 100% in the coming year.

“We needed a notification partner that would take the time to thoroughly train our General Managers all across divisions. This was a huge process

change for us. It was imperative that our employees felt confident that the new system would work and that their subcontractors would respond.

MissionMode helped make this change go as smoothly as possible.”Marisa Von Wieding, Vice President of System Operations

About MissionModeMissionMode delivers best-in-class solutions for crisis communications to drive organizational continuity. We help you deliver critical messages, receive feedback for smarter decision-making and manage your response to business disruptions.

Smarter Emergency NotificationThe Notification Center™ is built for mission-critical enterprise use, yet it’s easy to use and manage. It has features that you won’t find in many other systems such as device-specific alerts and alerts recorded in your own voice.

Incident Management SimplifiedThe Situation Center™ provides the tools to remedy an incident better and faster—share information, monitor tasks, track people’s status, send alerts, access any type of file and more.

Contact us to learn more or schedule a demo:info@missionmode.com | www.missionmode.com877.833.7763 (toll-free) | +1 312.445.8811

CASE STUDY Dejana Industries

+1 312.445.8811877.833.7763

when Marisa Von Wieding joined Dejana Industries in August, 2014 as the new Vice President of System Operations, she set out to find a more e�icient way of communicating with subcontractors to recruit snow removal crews.

“Each time a storm was predicted, it would take over 4 hours of manual dialing to locate and schedule subcontractors for snow removal. Then, if

the forecast was wrong, we’d start the process all over. We needed a faster way to inform and schedule crews.”

Marisa Von Wieding, Vice President of System Operations

Why MissionModePrior to joining Dejana Industries, Von Wieding had experience with MissionMode emergency notification and incident management solutions as Vice President of System Operations for JetBlue Airways. JetBlue used MissionMode for routine operational alerts, operations log tracking, and task management, as well as for broader emergency notifications to both employees and passengers. She knew the system capabilities would be a perfect fit for Dejana’s needs and that the MissionMode team would help her explain the system benefits to management across all divisions to help with needed buy-in.

MissionMode’s Notification Center™ emergency notification solution had all the features that Dejana needed to speed and simplify communications with their snow removal subcontractors. Because the system is accessed by geographically dispersed divisions across 10 states, it needed to be very easy to use and train. Also, since the target audience is not all armed with the latest technology and digital communication skills, Dejana needed a system with the flexibility to deliver messages via text or voice and to continue contacting individuals across multiple numbers until message receipt is

confirmed. Some of the most important features of the MissionMode Notification Center™ for the Dejana Industries team include:

• Smart automation for personalized message delivery• Escalation of alerts across devices• GIS Mapping for location-specific alerts• Recorded voice alerts or high quality text-to-speech• Multiple ways to deliver/capture message response• Real-time status of receipt confirmation and feedback

Securing Company-wide Buy-InIn September, 2014 Von Wieding made the decision to deploy the MissionMode Notification Center™; however, she needed to get buy-in on this major procedural change from her sta� which proved to be a tougher challenge. Many of the General Managers across the divisions were reluctant to switch away from the traditional manual calling approach to the new emergency notification system. They worried that the personal touch was an important component of the recruiting process and that their subcontractors wouldn’t respond to automated messaging. It was di�icult to change the internal mindset and convince the sta� that their subcontractor base would be able to adapt to the new style of communicating. There were also concerns about system ease of use for both the Timekeepers delivering the messages and the subcontractors on the receiving end. Additional objections were voiced about the cost of text messages since not all contractors are on unlimited texting plans.

The MissionMode team helped ease some of these concerns with multiple web-meetings to demonstrate to employees across the di�erent divisions exactly how easy the system is to use and how they could accommodate the varying technical capabilities of their subcontractors with voice messages and one-touch response mechanisms. Once the decision was made to proceed, MissionMode helped with expedited system set up, bulk upload of subcontractor contact lists and training to help Dejana get the system installed and trained before the snow started falling in November.

Year One ResultsAll across the U.S. the winter weather patterns in 2015 were bizarre. What started out as a relatively dry winter, suddenly exploded in the January through March months when many areas were hit with multiple heavy storms. By employing the MissionMode Notification Center™ solution, Dejana Timekeepers were able to reduce the time it takes to get a message out to their subcontractors from four hours to one minute! The subcontractors adapted well to the system with message response rates between 70% to 90% - well above MissionMode norms across other industries. Messages were delivered first to subcontractor cell phones with follow up calls sent to home phones. The cycle repeats until message receipt is confirmed which is a factor in the high levels of response.

The ability to reach subcontractors so quickly has saved significant money both in Timekeeper hours and crew scheduling. Timekeepers are now able to better pinpoint when subcontractors should arrive based on storm patterns. The system helps Dejana Industries better adjust for inaccuracies of the weather forecast and achieve “just-in-time” sta�ing for snow removal crews.

In preparation for the upcoming winter snow season, the teams are incorporating some important learnings from year one. They have adjusted their scheduling system to accommodate subcontractors that arrive on site with multiple employees, added additional profile information to the contact lists to better target recruiting by job role and have plans in place to update the lists on a regular basis for maximum accuracy. Adoption rates of the solution across divisions was somewhat uneven in the first year, but the company has spent time sharing success stories from airports like LaGuardia and Newark that enjoyed huge cost savings with 100% system usage to help other divisions understand the benefits. The expectation is that all divisions will be at 100% in the coming year.

“We needed a notification partner that would take the time to thoroughly train our General Managers all across divisions. This was a huge process

change for us. It was imperative that our employees felt confident that the new system would work and that their subcontractors would respond.

MissionMode helped make this change go as smoothly as possible.”Marisa Von Wieding, Vice President of System Operations

About MissionModeMissionMode delivers best-in-class solutions for crisis communications to drive organizational continuity. We help you deliver critical messages, receive feedback for smarter decision-making and manage your response to business disruptions.

Smarter Emergency NotificationThe Notification Center™ is built for mission-critical enterprise use, yet it’s easy to use and manage. It has features that you won’t find in many other systems such as device-specific alerts and alerts recorded in your own voice.

Incident Management SimplifiedThe Situation Center™ provides the tools to remedy an incident better and faster—share information, monitor tasks, track people’s status, send alerts, access any type of file and more.

Contact us to learn more or schedule a demo:info@missionmode.com | www.missionmode.com877.833.7763 (toll-free) | +1 312.445.8811

CASE STUDY Dejana Industries