You need to know that your company's IT infrastructure is as efficiently backed-up as possible

This article is brought to you by Retail Technology Review: You need to know that your company's IT infrastructure is as efficiently backed-up as possible.

When you are a major international brand, with a market stretching over continents, you need to know that your company's IT infrastructure is as well supported and backed-up as possible. The consequences of a loss of IT provision can prove fatal to an enterprise of this scale and a water-tight disaster recovery is essential. For Richard Boyles, Manager, Disaster Recovery, Europe, Middle East and Africa, for international beauty company Avon, his ongoing relationship with ICM Continuity Services gives him exactly that reassurance and more.

 
As theWorld's leading direct seller of beauty products, Avon has built a company and a reputation out of innovative business practice and excellent customer service. A household name, its revenues are counted in the billions of dollars, with the firm selling both through local representatives, by phone and, increasingly, online. Behind the scenes a massive and sophisticated IT network keeps the company running smoothly, running everything from payroll to order processing, scheduling systems to internet and supply chain. Richard Boyles is under no illusion as to the importance of keeping the network running "Without our IT system the company could not function. The system cannot fail it's as simple as that."
 
ICM calling
ICM started working with Avon in the late 1990s, brought in to give IT support for Avon's critical applications. The role was to work alongside international IT giant IBM to ensure server support in the event of actual or perceived IT problems within the Avon system across Europe, the Middle East and Africa (EMEA). ICM would be central to planning strategies for disaster recovery and, inevitably, implementing them should the need arise. An ongoing testing programme would ensure the continued suitability of the response programme, keeping it up to date as Avon continued to expand its business across the EMEA region of 32 countries.
 
"Reviewing the market at the time for a disaster recovery partner, ICM struck me as a clear industry leader, with an attitude and experience that put their competitors in the shade", commented Richard. "It was crucial to me that I had confidence in my continuity partners and ICM were obviously the industry best of breed!"
 
Testing times
Over time the testing programme at Avon has proved central to the company's strategy for disaster recovery planning. Working alongside Avon and IBM, ICM is involved in 1,000 major system tests per year, Avon also perform smaller tests, focusing on individual or unique group applications.These tests are usually based from ICM's West Midlands Business Continuity Centre, routinely involve mobile units or happen at on-site locations. Avon team members participate from across the EMEA region, with input also from the firm's two data centres, in Northamptonshire, UK, and NewYork state. John Mills, Service Director ICM Continuity Services, agrees with the comprehensive approach Richard takes to his testing programme: "No firm should sit back and wait for a critical situation to unfold to test their response strategy an approach like that defies all common sense!"
 
He added "Through the programme that Richard has embedded in the culture and implemented both Avon and ICM have the reassurances that when and if disaster strikes we will have a tried and tested response that will see minimal disruption to the business."
 
Richard added "It seems to me that, for ICM, their job with Avon isn't about fulfilling a set number of testing hours, or ticking a box that will get a fee paid. Rather it is genuinely about customer service and taking pride in what they do. Going that extra mile is standard for them and, for Avon, underlines to us the quality and professionalism of the whole team at ICM."
 
Is ICM's approach to Avon typical? Mike Osborne, Managing Director ICM Continuity Services thinks it is. "It doesn't matter to us if our clients are small local firms or major international organisations, like Avon. We're recognised as a firm that takes pride in its work and this is what shows in our dealing with Richard and the Avon team. We appreciate that, with 32 countries to cover, nearly $8million a day passing across the network and a 100% reliance on the uptime of the IT systems, Richard needs top-class reassurance that all bases are covered to ensure comprehensive back up."
 
Mike continued "We see ourselves as an extension of Richard's in-house capability, and to that end we do the job that's necessary to ensure his peace of mind. It's easy to imagine the damage that can be done to a brand like Avon's if it is unable to deliver or function, for even the shortest period of time the consequences are both financial and material as your customer base looses  confidence. It's our job to help ensure that doesn't happen and help keep the firm operational."
 
And for the future? "Our IT network only ever becomes more critical to the smooth running of Avon", commented Richard. "With ICM I'm more than confident that for my EMEA region my network is in the safest hands possible and I'm looking forward to our working relationship over the years to come."