At AXA Assistance, we are well trained in anticipating risks. Although all business continuity plans (BCPs) have similar aims, the details must always be tailored to each individual company.
In late 2012, fire destroyed the premises of Algeria’s leading telephone operator – the very network used by the AXA Assistance platform in Algeria. The BCP was deployed a mere three hours after the incident. Call handlers from the AXA Assistance platform in France were assigned to handle calls made to Algeria, until they were relieved by three of their Algerian colleagues who arrived that very evening. In all, five Algerian call handlers took turns to maintain service, with support from AXA Assistance France. The BCP was lifted two weeks later, once the telephone network had been repaired. Connectivity between teams successfully maintained business continuity, as our customers can testify.
Thailand’s approach to business continuity was somewhat different. Because of traffic congestion and the risk of political disturbance in Bangkok, Asia’s largest AXA Assistance company (160 employees) was already housed on two different sites. Given the surge in political violence in late 2013, AXA Assistance decided to secure its business continuity by deploying the BCP. Once customers had been informed, the teams working closest to the disturbances were moved out to the suburbs, into offices that were rented on a yearly lease. The employees concerned were lodged in nearby hotels, to avoid long commutes and exposure to risk. The BCP was lifted in February 2014, when the situation calmed down. Employees appreciated the fact that the BCP facilitated their working conditions.