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Loss Of Continuity Can Lead To Loss of Business

It has been reported today that O2 are on the verge of losing their exclusive deal with Apple to sell the iPhone, following 3 crashes of the data network within the space of a month. As reported earlier on Cambridge Risk Solutions News page, there have been problems with the data network, leading to a loss of website access for O2 customers. However, this latest report demonstrates the potential wider impacts of a loss of continuity; in this case the loss of an important exlusive deal to competitors.

So What Does This Mean For My Business?

It is usually difficult to quantify the direct benefits of a business continuity programme and demonstrate to a Board why such a programme would be of benefit to a company, no matter the size of the organisation. However, examples such as these can be used to show the impacts due to a lack of service continuity.

If O2 does go on to lose the exclusive deal with Apple, with Orange and T-Mobile the current favourites to gain from this decision, the direct impacts will be quantifiable. In this case, the loss of the data network has directly impacted customers and has caused a flood of complaints from users, thus leading to delays and potential increased costs for call centres. And now the loss of the network can be shown to have impacted exclusive supplier arrangements. Such examples can be used to demonstrate the importance of Business Continuity.

Equally, a Business Impact Analysis can help to identify the critical activities and the potential impact of these activities over time, and can assist in the allocation of resources to ensure, for example, that there are robust networks and IT services in critical areas, or that plans are in place to be able to deal with customers and key stakeholders in the event of outages.