Power in Numbers

The power outage that struck several Auckland suburbs at 2am on Sunday 5 October, left a reported 85,000 properties without power, including Coca-Cola Amatil New Zealand’s (CCANZ) primary Mount Wellington operational site; The Oasis.

Image: Team members from the National Contact Centre relocate to a generator powered department at The Oasis.

The power outage that struck several Auckland suburbs at 2am on Sunday 5 October, left a reported 85,000 properties without power, including Coca-Cola Amatil New Zealand’s (CCANZ) primary Mount Wellington operational site; The Oasis.

Following a conversation between CCANZ Managing Director, Chris Litchfield, and Vector Group CEO, Simon MacKenzie, it was clear from the outset that The Oasis site would not resume full power for roughly 48 hours – the potential implications for operations and ultimately CCANZ customers were unclear.

It was imperative to the business that all measures were taken to mitigate the impact to customers while keeping staff safety a priority.

Led by an inter-departmental crisis team, and supported by a solid internal communications strategy, CCANZ staff nationwide (including almost 400 employees based at The Oasis) were stepped through each decision and updated in real-time.

On Sunday morning a decision was made to split the National Contact Centre (NCC) team into two smaller groups to work in alternate locations, with one team based off-site and the other in a generator powered area of The Oasis. Customers and consumers were able to maintain contact with the business through the NCC as they would normally, allowing queries to be answered without delay.

With power still widely unavailable at the site come Monday morning, staff from multiple CCANZ business units were advised to work from other locations (either at home or from CCANZ sites not affected by the outage) to ensure their safety. Power generators at The Oasis were used to keep servers running so that staff could continue working through remote network access.

As of 8am Tuesday morning, full power was restored to The Oasis. With safety standards satisfied, the CCANZ Manufacturing teams were able to begin the process of machinery testing. (Once all machinery is successfully tested production lines will be able to resume normal operations.)

Since Sunday, the Distribution Centre has recruited additional team members to assist in the packing and distribution of customer orders. They have worked tirelessly to minimise delivery disruption. While some disruption was inevitable, the distribution team have made every effort to avoid passing this disruption on to customers.

CCANZ’s ‘Zero Harm’ safety policy and a commitment to customer service have been at the forefront of finding viable solutions to this unanticipated issue. Through collaboration and robust internal communications CCANZ has not only resumed full power, but has found power in numbers too.