[BCM] [FP] [C12-2] [MBCO] MBCO for Customer Relationship Management

Chapter 12-2 MBCO: Minimum Business Continuity Objective for “Customer Relationship Management”

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Customer Relationship Management (CRM) is a strategic function at Frasers Property designed to foster long-term customer relationships, enhance satisfaction, and drive loyalty.

The MBCO defines the minimum acceptable level of services Frazers Property must sustain during a disruption to meet core business objectives.

Below is the structured MBCO for the “Customer Relationship Management” function:

1. Critical Business Functions & MBCO for Customer Relationship Management

Purpose

To define the minimum acceptable level of CRM services required to sustain customer trust, operational continuity, and regulatory compliance during an incident, emergency, or disaster.

Critical CRM Functions & MBCO Statements

Critical Business Function	MBCO Statement	RTO	RPO
Customer Data Management	Maintain access to critical customer data (e.g., contact details, transaction history, service agreements).	≤4 hrs	≤1 hr
Communication Channels	Restore customer-facing channels (email, phone, customer portal) to 90% availability.	≤2 hrs	N/A
Service Requests & Resolution	Prioritise resolution of urgent customer issues (e.g., maintenance requests, safety concerns).	≤2 hrs	N/A
Transaction Processing	Ensure essential transactions (e.g., lease agreements, payment processing) are functional.	≤4 hrs	≤15 min
Customer Support	Operate core support channels (helpdesk, live chat) at 50% capacity for critical inquiries.	≤6 hrs	N/A
Compliance & Data Security	Maintain GDPR/PDPA compliance for customer data, even in degraded systems.	Immediate	N/A

2. Key Dependencies

IT Infrastructure: Backup servers/cloud systems for CRM databases.
Staff Availability: Cross-trained employees to manage critical CRM tasks remotely.
Third-Party Services: SLAs with cloud providers (e.g., AWS, Microsoft Azure) for rapid failover.
Communication Tools: Redundant VoIP systems and customer portal hosting.

3. Assumptions & Constraints

Assumptions:
- Backup power and remote work capabilities are available for staff.
- Critical customer data is encrypted and stored off-site/in the cloud.
Constraints:
- Limited CRM functionality during the initial recovery phase (e.g., no analytics/reporting).
- Reduced staff capacity may delay non-urgent requests.

4. MBCO Summary

Frasers Property’s CRM MBCO ensures:

Customer data integrity and accessibility within 4 hours.
Urgent service requests are resolved within 2 hours.
Core communication channels were restored within 2 hours.
Compliance with data protection laws at all times.

5. Validation & Monitoring

Testing: Biannual drills simulating CRM system failures.
KPIs: Measure RTO/RPO adherence, customer complaint rates, and transaction success during recovery.
Updates: Revise MBCO annually or after significant CRM system changes.

Summing Up …

This MBCO ensures Frasers Property maintains customer trust, operational resilience, and regulatory compliance during disruptions while balancing resource limitations.

Ensuring Continuity: BCM Best Practices for Frasers Property
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C7	C8	C9	C10	C11	C12

C13	C14	C15	C16	C17	C18

More Information About Business Continuity Management Courses

To learn more about the course and schedule, click the buttons below for the BCM-300 Business Continuity Management Implementer [BCM-3] and the BCM-5000 Business Continuity Management Expert Implementer [BCM-5].