Legrand care, improving lives even during outages

• Legrand Care’s cloud platforms and swift action by its technical team ensured the continuity of care on one of the most critical days of the year.
• The company’s technical response safeguarded the wellbeing of thousands of older adults in the midst of an emergency.

Madrid, April 30, 2025.- The power outage that struck the Iberian Peninsula on 28 April for over 10 hours, also affecting several other European countries, put the resilience of multiple sectors to the test, including social and healthcare services. In this context, Legrand Care ensured uninterrupted delivery of its telecare services at all times, thanks to the robustness of its digital infrastructure and the rapid mobilisation of its technical teams.

Legrand Care’s key platform modules—PULSE CMP, Care 360, and Central NEAT—remained fully operational without any interruptions. The distributed modular architecture across multiple data centres, uninterrupted power supply systems, and multi-channel connectivity ensured that telecare centres could continue operating normally wherever network access was available.

Several critical actions were undertaken during the incident to ensure service continuity. First, support lines were immediately redirected to our technical team in Latin America, enabling round-the-clock phone assistance from unaffected areas and ensuring the service remained available at all times.

“In complex situations like this, having robust technology is essential, but so is having people who are prepared to act swiftly and effectively,” said Gonzalo Castellanos, Commercial Director for Southern Europe and the Americas at Legrand Care.

To manage the high volume of alarms and events, several measures were introduced to optimise platform performance and support operators in responding faster and more efficiently. Contingency routes were also activated to ensure that calls from devices could still be answered, even without an internet connection.

Continuous communication was maintained with care centres, including the distribution of detailed lists of affected devices and individual follow-up for each case, allowing the incident to be managed in a coordinated and efficient manner.

In response to the surge in technical alarms received during the blackout and the thousands of user calls the following day to confirm device functionality, the following actions were implemented across Legrand Care’s platform applications:

• Central NEAT: An update was deployed to optimise the alarm and event queue management, prioritising care calls over technical alerts.
• Care 360: Event update frequency was temporarily limited, which improved system performance. This allowed operators to navigate the application more smoothly.
• PULSE CMP: System capacity was maximised, and a defensive mode was activated, enabling the processing of more than 2.2 million events from terminals deployed across Spain. In addition to generating lists of affected devices and tracking each incident, CMP served as a global monitoring tool. Statistical reports and map-based visualisations of installed devices helped clients track the restoration of power supply and device connectivity in real time.

These coordinated actions reflect efficient real-time management with tangible outcomes for both care centres and users. Throughout the day and in the hours that followed, the Legrand Care team remained in proactive contact with care centres, confirming that operations were running smoothly and providing assistance with any outstanding issues.

The experience of the blackout has once again highlighted Legrand Care’s unique ability to deliver telecare solutions that are resilient to even the most complex challenges. Its cloud infrastructure and agile response capabilities ensure that Legrand Care remains a benchmark in the social and healthcare sector delivering unmatched service continuity, availability, and adaptability in the face of unprecedented disruptions.

About Legrand Care

Legrand Care is a leading provider of connected technology for social and healthcare services. The company develops solutions that protect and support older adults, people with disabilities, and those with chronic conditions. Its mission is clear: to care for those who care, through reliable, person-centred, and always-available technology.