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Operations
Operations
Continuity & Recovery Services
Continuity & Recovery Services
presented by
Jerry Montella
is your key
to a
SUCCESSFUL
continuity plan
!
Is YOUR Revenue Stream
and
Critical Business Communications
at Risk?
Is Something Missing from YOUR
Company’s Continuity & Recovery
Overview
Business Continuity Today Print-to-Mail Continuity
Return on Investment: Print-to-Mail Continuity Making Print-to-Mail Part of Your Continuity Plans How To Choose Print-to-Mail Continuity Services The Bottom Line
Business Continuity Today
From corporate responsibility to a required fiduciary duty
From IT Managers and Continuity Planners responsibility to the executive level
Investor Preference
Oxford University Study
Businesses which enacted an effective crisis management plan in response to a large-scale emergency gained an average of 7% in stock value .
• 75% of businesses have experienced a
business interruption
• 80 % of interruptions are the result of
human error or power outages
• 60% of businesses do not have a continuity and
recovery plan for their critical documents
Business Continuity Today
Reliance on technology for company’s of all sizes have increased demand for data recovery services Data Recovery – average cost from $100 to $250,000
per month
Are you using data to print your critical documents?
If you don’t have a recovery plan for your printed documents… Why are you wasting your money?
What documents are essential to
your company?
Invoices
Financial Statements
HealthCare / Insurance Documents Checks / Payroll
Customer Communications Internal Reports
Is Your Plan Complete?
Data recovery does not mean you have a print/mail solution
Is printing and mailing of bills and statements provided by your data back-up provider?
NO
YES 19.39%
81..61%
Is Your Plan Complete?
Data recovery may include system printers Production printers should only be recovered by a dedicated print recovery center
Complex finishing and inserting equipment can only be recovered by experienced service providers
When Was The Last Time You…
Visited your print-to-mail site? Reviewed your postal budget?
Priced printers, inserters, sorters?
Availability/Delivery Lead Times
Checked technical staff resumes?
Checked print-to-mail software sophistication?
Data v. Print-to-Mail Recovery
You are responsible for bringing your operating system up on recovery site equipment
Total Outage
Average Length – 7 Days
Print-to-Mail DR
Provider must prepare: - Printers with
resources and forms - Inserters with
barcodes and forms Partial or full outage Average Length – 6
weeks to 6 months
Outage without a print-to-mail plan…
Invoices: Loss of cash flow Statements: Regulatory fines, unhappy customers Healthcare/Insurance Documents: Regulatory fines Payroll: Legal fines, disgruntled employees
Corporate Image: Potential Damage
Return on Investment
:
Return on Investment: Print-to-Mail Continuity
Hard Costs
- Uninterrupted cash flow - Fines
- Lawsuits, litigation - Overtime
- Interruption in core business operations
- Keep current customers, not forced to attract new - 40% of marketing costs go toward attracting
new customers; only 5% is needed to retain current customers
Soft Costs
- Image stability
- CRM: internal and external audiences - Turn negative into a positive
Analyze consequences of no plan
Make a strategic, continuous decision on print-to-mail planning
Communicate the plan – team and corporate management
How much revenue would you lose per day?
($12 million company – estimated loss at $1 million per month) How much revenue would you lose if 1% of your
customer found a replacement source because your systems were down?
Would you incur any fines or penalties from regulatory agencies?
Would you incur any fines from customers because you couldn’t meet service level agreements?
How much productivity would be lost?
What other expenses would you incur? (temporary employees, equipment overtime costs, extra postage costs)
Do a business impact analysis on your lines of business
(Currently, no BIA exists to deal specifically with print-to-mail. In development) - Outline your critical print-to-mail applications
- Illustrate risk assessment figures
- Cost of “wait and see” v. ROI on preparedness CRM Model: Compare cost of acquisition (40%) v.
retention (5%)
Cost and time to replace equipment
Document the risks/rewards to your top executives
Demonstrate a print-to-mail recovery solutions in action
Who is liable in the event of a disaster?
What is your company’s liability and how are you going to meet it?
Check your existing contract with outsourcing vendor Corporate Governance
Vendor Criteria
Identify– Recovery services required
– Equipment and resources required
– Length of time vendors actively in print-to-mail recovery business Verify – Core business – Facilities – Equipment – Staff – Testing
Print-to-Mail Recovery Options
Maintain multiple or duplicate print-to-mailfacilities with excess capacity
Form a partnership with another company Some combination of the above options
Contract with a dedicated print-to-mail recovery provider
Testing – Testing - Testing
Site visit and evaluation Proof of concept and/or acceptance
–Process followed for concept/acceptance test –Process of submitting pre-test information
–Costs and conditions Annual/Semi readiness
–Identify changes in environment
–Verify problem areas and corrective actions
–Review plan, documentation and staff preparedness Continuous
Print-to-Mail Operations are critical to your company’s bottom line
Data recovery alone does not complete your continuity & recovery plan
Print-to-Mail is an essential element of sound business continuity planning
