3rd Party Emergency SOS Integration
Zunaira Javed
The Problem
Global Rescue provides travel services such as medical, security, travel risk and crisis management services available anywhere, delivered by their teams of critical care paramedics, physicians, nurses and military special operations veterans. In order to provide such service, communication with members is utmost important especially in time of emergency. To ensure seamless communication and provide emergency support on time, Global Rescue partnered with satellite device providers to provide emergency rescue services to their members in need.
Process
As a Senior Business Analyst, I led the 3rd party Emergency Integration Portal, also performed tasks and responsibilities of Scrum Master and Product Manager by focusing on the design, development and launch of Emergency SOS Portal.
- Gathered requirements from the stakeholders and designed Emergency SOS portal tailored according to their needs.
- Spearheaded the integration with 3rd party satellite communication vendors and documented APIs and integration processes.
- Conducted impact analysis to identify, manage and mitigate risks, perform inter-system integrations and ensure seamless communication.
- Communicated and coordinated with the stakeholders to manage expectations, conduct product trainings and define new features and improvements.
Solution
Designed a full-integrated solution to cater to the business objectives. Some of the main features were:
- Centralized ticket generation system to receive member requests at the most remotest of locations.
- Integrated system with sockets to ensure each request was handled proactively and help sent.
- Seamless process for monitoring high-profile cases, progress on the case by duty managers.
- Emergency portal was fully integrated with in-house centralized CRM to retrieve customer information and provide services that makes the name of Global Rescue as top travel management company.
