We support our customers by equipping our team with full access to help our customer even after hours.  If I am available I will address and resolve the urgent matter. If I am not available or in a position to handle my team is available.  For that and for any other business related critically urgent matters, I have an Operations Manager that has the same authority as I do to address any situation that may arise; and I am always kept informed at the same time.  Customer and business related emails directly to me also are routed to our Operations Mgr for reply and for redundancy so we can avoid anything from being overlooked.

We track thru our CRM system and phone system any and all activities as well.  If the matter is customer related, we leverage our CRM system to keep a process or status of a process on track with the customer.