Recover CRM workflows carefully after earthquake disruption

Define business recovery separately from login access

Being able to open the CRM does not prove that customer records, integrations or scheduled actions are ready for use. After earthquake disruption, treat technical availability and business readiness as separate decisions. Keep automated outreach paused while an authorized owner checks the workflows that affect customers.

This is an organizational recovery guide, not technical restoration instructions. Qualified administrators should manage system changes under approved procedures. Nobody should retrieve devices from restricted premises to complete these checks; public safety and access decisions remain governed by relevant local instructions.

Identify the trusted record and missing interval

Ask the administrator to identify the recovered environment, restoration point where applicable and any known data gaps. Compare that information with temporary account logs and messages handled outside the CRM. Do not assume the newest visible record contains every interaction.

CISA recommends maintaining protected backups and testing their availability and integrity. Its guidance is written for cyber resilience, but the backup principles can inform continuity preparation without implying an earthquake is a cyber incident. If compromise is suspected separately, follow the organization's security response process rather than treating it as ordinary reconciliation.

Complete a CRM acceptance worksheet

Use a controlled sample of records representing different customer states. The following illustrative worksheet focuses on observable business outcomes rather than database engineering. Record exceptions instead of changing data simply to make the sample pass.

• Sample account: active client; owner and next agreed action match the temporary log.
• Suppression sample: opted-out contact remains excluded from outbound sequences.
• Appointment sample: revised date appears once and has a confirmed host.
• Automation state: sequences and integrations remain disabled pending authorization.
• Exception: missing note assigned to an owner, with evidence and resolution status.

Authorize a limited release

Have the business owner accept the reconciled records and the technical owner confirm the approved system state. Begin with a small, monitored workflow rather than releasing every queued action. Check for duplicate notifications, stale tasks and reassigned accounts before expanding use.

Keep a record of what was tested, what remains uncertain and who can pause the system again. Recovery is not an opportunity to erase opt-outs or reset customer preferences. Review the exercise afterward and update the continuity plan with any missing exports, access dependencies or unclear ownership. Ready.gov's planning resources support this test-and-improve approach.