Hurricane Harvey hits the Gulf Region and Puts the Business Continuity Plan Put to the Test
Business continuity planning is one of the most critical components of any recovery strategy. Even when disaster strikes, our customers can rely on Lien Solutions to be there for them when they need us. Whether it’s responding to calls and emails or safeguarding their confidential data, our business continuity and disaster recovery planning enables us to provide continuous, uninterrupted support.
It’s Customer Service Week (CSW) across the U.S. and Wolters Kluwer! CSW is a celebration of the importance of customer service and of the people who serve and support customers on a daily basis. The 2017 theme is “Building Trust” and all this week we’ll be sharing stories about our experiences helping our customers and the people that make it happen.
Today’s theme is Reliability, and when Hurricane Harvey hit the Gulf Region, it put the Lien Solutions business continuity plan to the test.
Even when disaster strikes, our customers can rely on Lien Solutions to be there for them when they need us. Whether it’s responding to calls and emails or safeguarding their confidential data, our customers can trust us to provide continuous, uninterrupted support.
Business continuity planning is one of the most critical components of any recovery strategy. Companies today face an unprecedented number of exposures, and the frequency and severity of weather-related events seems to be increasing, as recently demonstrated by Hurricanes Harvey, Irma and Maria. These events leave businesses susceptible to a variety of existing and emerging risks. Managing these risks by developing a business continuity strategy is key to your survival.
At Lien Solutions, business continuity and disaster recovery is a top priority. As part of our planning, we’ve established a 24-hour Recovery Time Objective and a four‑hour Recovery Point Objective. Our Enterprise Disaster Recovery and Business Continuity Program is designed to meet these objectives and support Lien Solutions’ customer-centric, mission-critical services. The Lien Solutions Enterprise Disaster Recovery and Business Continuity Program adheres to industry best practices for disaster recovery and business continuity services, including:
- Oversight through the BCP/DR Steering Committee, sponsored and attended by members of senior management
- Local system recovery e.g. fault-tolerant and redundant system configurations, service center reciprocal agreements
- Data center disaster recovery
- Data replication to standby data center
- Service operations business continuity support
- Business resumption planning
- Pandemic plan
To further demonstrate our commitment to building trust with our customers, Lien Solutions also undergoes an annual SOC 1, Type 2 audit to ensure that our organizational controls meet the criteria to keep our customers’ sensitive data secure and confidential.
Our business continuity plans were recently put to the test with Hurricane Harvey and we are proud to report that our infrastructure and people rose to the challenge when our Houston office and employees were impacted by the storm. All calls, e-mails, and orders met or exceeded our high service level standards with no disruption to our client experience.
Hurricane Harvey helped us determine that we can maintain business as usual in the face of a tremendous disruption. And, as an indispensable partner to our customers, we are committed to continuing to provide the continuity of services that their businesses depends on and to protect the data that we manage—no matter what Mother Nature sends our way.
Read about how Lien Solutions is committed to safeguarding the confidentiality, integrity, and availability of our clients’ data through the implementation of a comprehensive, in-depth security program, outlined here.
All this week, we’re sharing stories about how customer service makes our company run. Read the other topics are are covering this week below.
Building Trust by Creating True Customer Advocates
Three Steps to a Best-in-Class Customer Service Team