Community Spotlight Vlog: BOX

The next in our Community Spotlight Blog Series features Crisis and Emergency Program Manager Shelly Munoz and Director of Compliance of Renuka Darbha! Check out our next vlog and hear how Box utilizes Fusion to improve their enterprise business continuity and risk management program.

Discover What’s Possible 

Want to hear more success stories? Check out our resource page for success stories, guides, and more!

Community Spotlight Vlog: ARM

The next in our Community Spotlight Blog Series features Director of Business Continuity Ken Clark and Senior Global Business Continuity Manager Chris Glennie of ARM! Check out our first vlog and hear how ARM leverages Fusion for success within their business continuity program.

Discover What’s Possible 

Want to hear more success stories? Check out our resource page for success stories, guides, and more!

Why Protecting the Brand Matters

Ah, branding. The marketing and communication department loves it and most of the rest of the company doesn’t really care that much. But, branding is about more than just fonts and colors. Organizations must protect their reputation that comes with the brand.

Brand Concept. The meeting at the white office table.

A big component of business continuity and risk management is protecting a company’s reputation. Often times many focus solely on the financial aspect.

Don’t get me wrong – financials are very important – but there is so much more that goes into protecting your brand reputation.

There are so many factors as to why people buy a product or service, and having a good brand is usually a large part of that. Yes, sometimes people simply just need something specific at the time, or they are making an impulse purchase, but having longstanding customers and/or clients who will advocate for your product or service only comes with a strong brand.

Consumers are less likely to work with your company or buy your product if they don’t trust you, and a company’s brand plays a large role in that trust. For example, if they see that all of your users’ information was somehow searchable on the internet, they aren’t going to give you their information and, ultimately, not work with you or buy your product or service.

More than 40% of businesses never reopen after a disaster, for those that do, only 29% were still operating after 2 years.

And many times, a damaged brand will negatively impact financials. There is some truth to the common saying, “any press is good press,” but typically it’s a short-term strategy. In general, sometimes business is boosted for a very short period of time but declines in the long-term. And if it’s bad enough, it will put an organization out of business. This is, of course, situational, so this isn’t completely the case all of the time, but it does happen a lot. According to the Federal Emergency Management Agency (FEMA), more than 40 percent of businesses never reopen after a disaster, for those that do, only 29 percent were still operating after two years.

Then there’s the phrase, “that’ll never happen to us.” Wrong. Natural and manmade disasters can hit at any moment. Billions of people have been affected by data breaches and cyberattacks, many brick and mortar retailers have already filed bankruptcy this year, and, in the past month, there have been multiple severe earthquakes that have hit around the world. It’s not if something happens but when something happens. And, if people find out you didn’t even try to prevent said negative thing from happening, they won’t trust you.

What’s more, with the world of social media and almost everyone constantly being connected, there is really nowhere to hide either.

Complaints on Twitter, Google reviews, and Yelp are just a few places your brand could be impacted. Just one video or tweet can go viral and change everything. Yes, not every single post will go viral, but a multitude of similar complaints can still really do some damage. Being prepared for these types of situations, help organizations make improvements and properly communicate.

It is important to remember that social media is not all bad and can be used as a medium to help relieve some of these pressures and impacts. The key though is sticking to your brand values. If you know something is coming up, depending on the situation, you can use social media to let people know what is going on or lead people back to your site with the information they might need. It is a good way to keep people updated in real-time, address issues, and elevate your brand.

In the UK, one company who has created a witty name for itself is Tesco Mobile. It’s known for hilarious tweets and clever replies. In its case, Tesco Mobile also uses social media to manage inquiries and complaints. For them, the playfulness works.Tesco Mobile Tweets

Oracle also uses social media as an avenue for its brand, but it takes a much different approach. It often posts industry insights and keeps people updated on things happening at Oracle. It also manages complaints with more care in a fact-based manner.Oracle Tweets Both Tesco Mobile and Oracle use social media to communicate, but in different voices that reflect each company’s brand. There are a number of ways social media can be used to strengthen a brand, and organizations must find what is right for their company by aligning with the company’s voice and brand. It’s also important to remember social media is just one aspect of what makes up a company’s brand, but due to its wide reach, it can be a large component.

So why does protecting the brand matter?

In this case, the little things really do matter. If you waver, people will likely get confused. How you present yourself affects people’s perception of your brand. Transparency and consistency are key, whether that is on social media, in a press release, on your website, or via email. That doesn’t mean you have to tell the public everything, but you cannot twist the truth because that can lead to a whole other slew of trust issues. People understand that mistakes happen, but they have to trust that you are doing the right thing in a bad situation. And, you have to consistently show them that.

So how do you protect your brand in a constantly connected world with infinite disruptions and risks?

Well, the short answer is quite simple: easily accessible information (a.k.a. an information foundation that holds all of the organizational knowledge), which can be done through a secure business continuity management software. If you have a system that already holds regularly updated data, then it makes searching for the answers you need so much easier, especially during a crisis or incident. You can use this information to make more educated decisions, which enables you to be transparent because you have the single source of truth.

A good system should not only give you the ability to make a data-driven decision, instead of guessing what the right thing to do is based on what you think you know, but also allow you to track progress. This way you are working with facts, which in extreme cases can save a business. And since you have the facts, you can solve the issue (or mitigate the impact) and communicate the right information internally and externally quicker.

As laid out, there are an infinite amount of risks to your company’s brand, making it impossible to look at every single way something could go wrong. But, when you have the data you need, you can prioritize based on impact and likelihood. Thus, allowing you to properly prepare from prevention and impact reduction to communicating results and analysis, which in the end, protects your brand reputation.

Learn More About How Fusion Can Help

Want to learn more about making sure your brand reputation is protected through easily accessible information? Check out the Fusion Framework System.

Success Is More than Attendance


Client Engagement Blog Series

Before, we talked about creating a company-wide culture of business continuity management in our Company Engagement Series, from taking the first steps and getting priorities together to checking in on your program. So now that you have your company engaged, let’s talk about engaging your client. In the Client Engagement Series, we share insights on what we’ve learned while growing our client engagement program. Here we explore the strength of your user group program.


People speaking in a group around a tableYou have a technology user group or client engagement program … and people are coming to your meetings! Is that how you measure the success of your program? Or is success more than attendance?

At Fusion Risk Management, we believe that success for a user group/client engagement program involves much more than simple attendance. In fact, since it is a user group or client engagement program, we believe that success must be measured by those things that our users or clients consider to be important. To determine what metrics to use to assess the efficacy of our program and to actually see how we are doing by those metrics, we ask for feedback from every member at every meeting. We’d like to share three of the top metrics we have identified so you can apply them as appropriate to your user group/client engagement program. Here goes!

Sharing

User groups/client engagement meetings are all about sharing information. However, you shouldn’t have your own experts do all the sharing! Sharing needs to take place among all the people who attend the meeting. Clients can share their success stories, best practices, lessons learned, tech tips, and – of course – their questions. At each meeting, you can ask attendees what they would be interested in learning about or sharing about at future meetings, and ask their feedback on the quality and relevance of the various presentations/discussions that took place at the current meeting.

Connecting

For your user group/client engagement program to be strong, sustainable, and dynamic, you need to build a true community, connecting people locally, regionally, globally, and virtually. Participants want to be connected with their peers and with industry experts. They want to be able to collaborate with one another and network with one another inside and outside of scheduled user group/client engagement meetings.

Growing

If you want to truly set your user group/client engagement program apart from the rest, help your members to grow professionally. Make sure you are actively engaged in advancing their program and supporting their business goals. Encourage them to speak at industry conferences or participate in panel discussions. Give them the confidence to apply for industry awards. Boost their career growth, and your clients will give you their total loyalty!

Attendance is the first step in any user group/client engagement program. Creating an environment where people can share, connect, and grow is what truly makes for success

Regional User Group Program

We are committed to the success of our clients and building a community that inspires others! Learn more about our the program!

Is Your User Group Limping Along or Growing Strong?


Client Engagement Blog Series

Before, we talked about creating a company-wide culture of business continuity management in our Company Engagement Series, from taking the first steps and getting priorities together to checking in on your program. So now that you have your company engaged, let’s talk about engaging your client. In the Client Engagement Series, we share insights on what we’ve learned while growing our client engagement program. Here we explore the strength of your user group program.


People in a group talkingLots of tech companies have user groups – and a lot of those user groups limp along half-heartedly with inconsistent and often dwindling attendance. In contrast, a prospect recently came to our Fusion user group in London. He was astounded and said to me, “The vibe in this room is amazing. People are excited to be here. People are relaxed. People are telling stories. People consider this a trusted, safe environment. This is not a sales event; it’s a place where people get excited about opportunities, excited to learn more, excited to hear from other people, excited to go back to the office and employ what they’ve discovered. There’s an almost tangible trust in the room – people are comfortable talking about challenges and brainstorming with other client on how to overcome or solve those challenges.”

Quite honestly, I could end this blog right there, because his comments say it all. But let me enumerate the key points.

First, to grow a strong and sustainable user group – or, as we prefer to term it, a client engagement program – you need to deliver value to your clients. That means putting your clients and their needs first. If you put your company first and just try to cross-sell or up-sell your products and services, your clients will be annoyed. They will recognize that the “user group” is actually just a sales event and feel that they have been subject to a “bait and switch.” Instead, you want your clients to feel that they have received great value for the investment of their time, concentration, and interaction.

Second, to deliver value, you need to create opportunities for engagement. In other words, don’t just talk “at” your clients! Even if you are providing great information, talking “at” people is a sure way to see their eyes glaze over in boredom. You need to engage them. For example, have your clients act as presenters. Encourage attendees to ask questions, make comments, request more information, and even challenge something that is stated. Facilitate break-out sessions where attendees can interact with one another about a given topic. You want people to talk, because talking generates excitement!

Third, to encourage engagement, you need to build a culture of trust. Be clear that this is a place where questions can be asked, problems can be raised, and issues can be discussed. Foster an environment of mutual respect, where not only are your own internal experts offering help, but clients are helping clients, sharing their knowledge and experience freely.

When you deliver value, create opportunities for engagement, and build a culture of trust, you will grow a strong and sustainable user group/client engagement program. Plus, you’ll find that your business goals for new leads, new clients, and new sales are also met as a natural outgrowth of your program! After all, when your current clients are engaged and excited, they are going to look for more ways to use your products and services, and they will spread the word to their peers and colleagues.

Don’t settle for a client engagement program that limps along … take action to help it grow strong!

Regional User Group Program

We are committed to the success of our clients and building a community that inspires others! Learn more about our our program and find a group near you!

Don’t Just Champion Your Company – Champion Your Clients!


Client Engagement Blog Series

Before, we talked about creating a company-wide culture of business continuity management in our Company Engagement Series, from taking the first steps and getting priorities together to checking in on your program. So now that you have your company engaged, let’s talk about engaging your clients. In the Client Engagement Series, we share insights on what we’ve learned while growing our client engagement program. Here we explore championing your clients.


Fusion panel Technology user groups are fantastic for letting clients know how they can take full advantage of your products, services, and solutions to optimize operations at their business. But in the midst of championing your company, bear in mind that user groups are also a prime opportunity to champion your clients!

Championing your clients is about finding ways to promote a client’s professional growth, program achievements, and company success. It is client-centric: your primary goal is to help your clients as individuals and companies to shine. As a by-product, of course, championing your clients will also shine a positive light on your own business and solutions! It’s a win-win situation all around.

There are two big ways that you can champion your clients. First, you can give them plenty of opportunities for speaking engagements. For example, at our Fusion Risk Management regional user groups, we always feature a client in a “Spotlight” by asking them to give a presentation to the group. This gives them the chance to show how their program is growing in scope and depth and to pass on their learnings to the group. Then, at our annual Solutions conference, we have multiple opportunities for them to speak before a much larger audience of their peers.

Webinars are another venue to give your clients a voice in the industry. We partner with ours to give joint webinars on timely and relevant topics. Webinars enable clients to have a voice before an audience that is broader than their fellow Fusion users.

But do not limit speaking engagements to your own company events. Encourage your clients to speak at industry conferences as well, either as presenters or as panelists. Many people are hesitant to put themselves forward in this way. You can be the catalyst to get people “on the stage” to gain industry recognition for their accomplishments and expertise – it’s a great way to help them promote their profession, program, and company all in one!

The second way to champion your clients is through publication opportunities. For example, invite them to submit blogs that you can post on your website and promote through social media. After all, it can be tough to generate good content for your blog on an ongoing basis … why not ask your clients to be guest contributors? They get their name in the limelight, and you get great content!

For something a bit meatier, ask your best clients to be the subject of a case study – or, as we prefer to term it, a client success story. Vary the approach you take to these success stories to keep it interesting. For instance, at Fusion, we have success stories that zero in on specific accomplishments such as automating site risk assessments, achieving ISO certification, and maximizing the value of data across the enterprise.

Again, do not restrict your ideas about publication opportunities to what you have in-house. Urge your clients to apply for industry awards. People may not be aware that their accomplishments are award-worthy, or know how or where to submit a nomination form. Keep up-to-date on various industry award opportunities and shoulder tap clients whose accomplishments are relevant to the various awards. Awards can be a great boost for a client’s career, program, and company.

Essentially, championing your clients is about encouraging them to be proud of what they have achieved and providing avenues for them to share their story. As you promote your clients and cheer them on to new heights, you will find that your company’s solutions get glowing reviews as well. Everybody wins!

Regional User Group Program

We are committed to the success of our clients and building a community that inspires others! Learn more about our Regional User Group Program.

Community Spotlight: Renuka Darbha

The Community Spotlight Blog Series highlights some of the amazing members of the Fusion community and the great things they are doing in the industry. Our first spotlight is Renuka Darbha with Box.


Renuka Darbha

Renuka Darbha

Director of Compliance – Enterprise Risk & Business Resiliency for Box

At Box, Renuka Darbha is responsible for the Enterprise Risk Management & Business Resiliency programs. This includes Corporate Crisis Management, Business Continuity, Emergency Management, and Disaster Recovery Program leveraging industry best practices and standards.


Tell me about yourself and your role at Box.

I joined Box about four and a half years ago with the intent of building out a simplistic business continuity program. But as soon as I got here, it was clear this organization had to think above and beyond your typical business continuity, check-the-box activity. I developed the business continuity program from the ground up, and since then, it’s developed into this mature process that now includes emergency management, crisis management, and disaster recovery.

How have you seen Box evolve?

We went from the crawl, to walk, to run phases pretty quickly, especially as we had to keep up with changing technology, customer requirements, and, of course, laws and regulations. We didn’t have much breathing room to take the time and think about what specific areas of business continuity management we need to focus on, which had its advantages and disadvantages. For example, if you’re given too many options, you run the risk of going down a rabbit hole. Too many people weighing in on program do’s and don’ts can you lead you to nowhere. Both of these can stop you from having a really good, easily understood program.

In an environment with quick decision making, you have to be able to shift at any given moment and restructure. That not only keeps things exciting for me personally but also for our employees and our leadership. Having a program that is not just sticking to what’s in the box and being able to be creative and think differently is what attracted them to this process. 

What is one of your biggest accomplishments at Box or in the industry?

The level that this program went to in a short amount of time is phenomenal to me. I say that because I’ve been at various companies and a lot of them were very rigid. They didn’t offer much room for free form thinking. Here, if you fail, that’s okay. Just move on, and try something new. They encourage that, and with that kind of environment, you really can do quite a lot. So not only was I able to fully build out the business continuity management program, but also even the individual competencies like emergency management, crisis, and disaster recovery. Those are huge programs in themselves, and that takes a lot of good structure, framework, and planning.

Being able to do that in a high-pace environment, and seeing it be successful, is fantastic! And not to mention, I am responsible for enterprise risk management, which has received the traction and visibility it needed. We have a really good rapport with our audit committee, which I am very proud of because it gives us the ability to speak about concerns openly within our organization.

 What are some new innovations happening at Box?

The biggest buzzword right now is AI. That’s something that’s huge – not only with us but also in the industry. A lot of high-tech companies are implementing machine learning AI capabilities in everything. That is something we’re also trying to stay ahead of. There is a lot happening in that space, and we are trying to get creative on how we are going to approach that. I think for many it’s a black hole, to be honest because you just don’t know what is there, and you don’t know where it will end. All you do know is that it exists, and it’s going to happen.

Tell me about the impacts of new laws and regulations.

A good example would be GDPR. When I first started here, privacy was always a big concern, especially in our European market, but there was never really anything anyone could do to address it. But once GDPR started to come to light, we were actually pretty quick in adjusting, and not only from a business continuity management mindset but also the way we approached data protection within the organization. There are so many things we just take for granted if we don’t have these laws in place, so we had to quickly pivot around how we were approaching security and data. That was a really big one that impacted the business continuity management program, our organization and what we do as a business.

Brexit is another area we will need to quickly adjust for.  As a whole, we’ve come to a really good time in our processes where we’ll be able to address this. If we are not ahead of it and paying attention to key risk factors, it could go very differently.

Why do you enjoy this industry?

I really enjoy this industry for many reasons, but the biggest one is that it is constantly changing. When I first started right out of undergrad, I joined Motorola. At the time, they hired me for a specific role, but then quickly asked me to focus on something completely new to me, disaster recovery. They hand-picked a bunch of us (fresh graduates) to learn about disaster recovery and build it out in our organization. At the time, I wasn’t even sure what disaster recovery truly was, but as I learned more about it, I found it to be very intriguing. 

How do you stay involved in the industry?

Network with other practitioners in the industry. That’s the key. Those opportunities exist if you go to conferences and participate in your local professional groups or organizations. But honestly, the past couple years that we have been participating with the Fusion regional user groups: that has been very beneficial! The RUGs are really driving (not just the software we are using) us to understand how other industries are approaching the same problems that we are dealing with. These types of opportunities to meet in general are so valuable, and the good thing is we all understand how valuable it is so we take advantage of those sessions. It’s really about getting yourself out there, spreading your story. When you do that people will chime in and that’s when you have those great conversations.

What’s a fun fact about you?

I really love to cook. I invent my own recipes. Cooking is my outlet. I love to do it when I am having a bad day and it just lifts me up!

Business Continuity isn’t Boxed-in at Box

To learn more about Renuka and Box, check out our customer success story.

A Quick Recap of Solutions 2019

We’ve wrapped up Solutions 2019. Here is a rundown of the three-day event!

Welcome Reception

The Welcome Reception was a hit! Clients connected with each other and prepared for the coming week of exploring and learning. Many settled in and charted some Chicago adventures after the summit.

Day 1

It was a great first full day. Things kicked off with a welcome speech from CEO and Founder David Nolan who passed it over to our opening keynote speaker John Iannarelli, retired FBI Special Agent Executive. John shared his stories from more than 20 years of service in the FBI and his perspective on how to respond to threats including cyber, active shooter, and terrorism.

After the keynote session, attendees picked their own path from the specialized program tracks: business continuity, risk management, IT disaster recovery, program management, platform administration, and possibilities. Some mixed and match to tailor their experience for their program.

During the Fusion Leadership Panel led by Chief Revenue Officer Paul Ybarra, Director of Technology Evangelism Ramya Ragavan, Risk Solutions Manager Alex Toews, VP of Account Management Elissa McCulla, and SVP of Strategic Engagement Mike Geier covered topics like digital transformation, industry convergence, security, customer engagement, and third-party management.

The Client Innovation Panel was moderated by VP of Client Engagement Tracey Rice. We heard stories from panelists with a diverse array of knowledge and industry experience. They shared their insights from being program ambassadors and mastering company engagement to how they transformed their programs. Each discussed their journey in the industry and provided tips and tricks for the Fusion community.

The day ended with the Community Happy Hour. Attendees networked with our sponsors and Fusion staff.

Day 2

The Product Vision keynote started the day off with Chief Product Officer Steve Richardson and Chief Technology Officer Cory Cowgill. Clients were excited about learning what’s coming next at Fusion and discussing hot topics such as cybersecurity initiatives, new data privacy regulations, and the ever-changing industry certifications.

Clients attended a variety of breakout sessions throughout the day including Leveraging Fusion Mobile Capabilities, Security Best Practices, and Preparing for ISO 22301. The Lightning Showcase highlighted the features provided by the Salesforce Lightning Platform.

Our evening event at Punch Bowl Social was the highlight of the day! The pictures say it all! Many played games, sang karaoke, and enjoyed hanging out together.

 

Day 3

We had some great town hall sessions with some amazing clients. Everyone enjoyed hearing their stories. From Ask Mike Anything to Creative Use Cases for Communities, the breakout sessions wrapped up successfully.

The energy was high heading into in the Closing and Awards Ceremony. Congratulations to all of our award winners! We appreciate your generosity to help those in the Fusion community and beyond. Solutions 2019 came to a close with delicious food and hugs at the Engagement Luncheon. Everyone is looking forward to 2020!

A special shout out all of our wonderful speakers and presenters! We appreciate everyone’s support of the Fusion community.

Overall, Solutions 2019 was a successful event, and we invite everyone to join us next year at Solutions 2020! Be sure to continue the conversation. Let us know your favorite part about Solutions19. Follow us on LinkedIn and Twitter and use #Solutions19.

Solutions is Fusion Risk Management’s annual customer success summit. Established in 2017, this summit gathers clients from all over the world for three days of networking, education, and innovation. Learn more at solutions.fusionrm.com.

 

Thank you to our sponsors!

What Does Digital Transformation Mean for Business Continuity and Risk Management?

Technology continues to change the way organisations operate both internal and external, which directly increases the amount of new risks and potential disruptions that can impact the continuity of operations. To fully address and adapt to these changes, organisations are embracing technology to not only better deliver their products and services, but also digitally transform their risk management and business continuity programmes to ensure their organisations remain resilient in the face of ever-emerging threats and risks.

Key pillars of digital transformation:

  1. Visibility: do you have all of the information you need?
  2. Control: are you able to manage your program appropriately?
  3. Compliance: is your program up-to-date with laws and regulations?
  4. Automation: what else can technology be doing for you?

Many organisations’ approach is still focused on documents, relying on files and spreadsheets to hold information. For some, it’s simply because executives aren’t aware of better options, especially when it’s the way it has always been. It is normal to hear, “What’s wrong with files and word docs?” But, this can be dangerous, especially as those types of files can’t always be secured properly. For others, budgeting is a large concern. Software is expensive, yes, but if you compare it to the amount of time and effort saved, it’s almost a no brainer. Automation enables many organisation to save up to 75 percent of time, allowing them to reallocate resources for better strategy.

So what does this mean for you? Well, you must first think about where you are at in your programs and prioritize. Business continuity, IT disaster recovery, crisis and incident management, and third-party management must all be taken into consideration, but it all depends on what your business needs.

There will always be risks whether it is is a cyber breach, third-party failure, or loss of assets. All of which can effect your customers. and ultimately, your bottom line. It is important to remember that digital transformation allows you to focus more proactively on the areas of risk, instead of reactively cleaning up the mess constantly.

How Can Fusion Help

The Fusion Framework System provides visibility in one place so you can manage your program from virtually anywhere at any time. It automates tasks and streamlines processes while allowing you to stay audit compliant. All of this allows you to implement an engaging program and focus on higher level strategy. Schedule a demo, and see what the Fusion Framework System can do for you and your program.