Hotel chain Van der Valk: Service fast as lightning

Optimum crisis management after the thunderstorm

De Witte Bergen is a Dutch motel of the hotel chain Van der Valk. Located at a motorway intersection between Amsterdam, Utrecht and Amersfoort, it is open around the clock seven days a week.
In the night of August 1, 2000, de Witte was struck by lightning during a heavy thunderstorm and severe damage was caused due to stroke and fire. When proding work the following morning the employees reported the breakdown of the POS system.

First aid on the phone

On the phone, the Vectron consultant on duty was already able to bring two of the 10 Vectron ColorTouch POS systems back to function. With these two POS systems the business at De Witte Bergen could go on provisionally. In the meantime the support team of Eijsink-Afrekensysteme prepared its operation, checked the extent of the damage and looked for a solution. They decided to exchange all POS systems with new ones. By means of an Oracle database printout the Eijsink team could decide which devices had to be delivered. Vectron checked the customer data for special applications and brought three laptops to load the POS ColorTouch with the latest backup. Fortunately, De Witte Bergen had carried out a backup the day before.

A good service contract pays off

At 9.30 a.m. the 5 support people were already on their way to De Witte Bergen. When arriving at the motel they first installed a provisional system so that the business could go on as good as possible. The single components of the system were replaced one by one - not without difficulty since the motel was busier than usual.
At 4 p.m. all Vectron systems had correct seating plans, functioning software and programming. The PC network however, was still out of function so that the Vectron Commander was installed on a stand alone PC. The next day the Vectron team checked the complete back office software and replaced it within the network. Everything worked like before.
This problem-free cooperation between Vectron and Eijsink Afrekensysteme is a typical example for the importance of good service contracts. Without knowledge of all customer-related data, systematic preparation and farsighted stock keeping such a quick removal of damages would not have been possible.

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