Client Requirement and Business Drivers
The client has been operating a variety of transport types and in a number of markets for over 30 years. The client has recognised for some time that information technology is critical to the ongoing, effective operation of their business and to meet customer expectations. In addition, an increasing proportion of the client's sales are made via the Internet, and the Internet is a prime source of information for their customers who use their services.
In recent times the client has made significant investments in technology, internal resource and external supplier provided services in developing and operating their information systems. A strong focus has been put on their online presence as part of their growth strategy.
At board level it was identified that there is a serious risk to the group’s strategy if it is unable to maintain an uninterrupted online presence.
The risks were identified to be:
- A direct and serious loss of revenue through interruption to the online sales channel which is fundamental to many of the business areas of the group
- Inability to meet demand if service was degraded resulting in loss of clients to competitors
- High cost of restoration of service and remedial action in case of interruption
- Impact on overall long term reputation through customer frustration in a highly competitive market