Business Continuity essential for Robeco Robeco | Business continuïteit

Robeco, a company set up in Rotterdam in 1929, offers investment products and services for both institutional and private investors world-wide, managing assets valued at EUR 189 billion (as at 31 December 2012).


Robeco stands for responsible investment. We integrate factors of environment, society and good company management into our investment processes and have an ethical investment policy in place. Our portfolio covers equities, fixed income investments, money market funds and alternative investments including private equity, hedge funds and structured products. The various strategies are managed in Europe, America, the Middle East and Asia.

Robeco stands for responsible investment. We integrate factors of environment, society and good company management into our investment processes and have an ethical investment policy in place. Our portfolio covers equities, fixed income investments, money market funds and alternative investments including private equity, hedge funds and structured products. The various strategies are managed in Europe, America, the Middle East and Asia.

Robeco is owned by the Orix Group. In addition, the Rabobank Group, one of the few private banks world-wide to enjoy the highest credit-rating from Moody’s and Standard & Poor’s, has been a shareholder for many years.

Why COIN?

Robeco attaches the highest importance to maintaining continuity of service to its clients. It is therefore a matter of the greatest importance that retail clients should be able to reach our contact centre by telephone and that Robeco should be able to contact our institutional clients, suppliers and partners over the phone. In addition to Robeco Direct (retail), a large number of telephone enquiries relating to our other services are handled by our staff at various sites in Rotterdam.

We conducted extensive market research to find a supplier that could offer a sufficient number of recovery workstations and was also able to meet our strict requirements for taking over and handling the telephony requirements of the contact centre and the office environment. After carrying out a selection procedure we chose COIN. They employ a very high-quality voice system that meets the stringent requirements set by the financial markets supervisory authorities. Both before and after the signature of a long-term agreement, COIN has shown that it is engaging with us and making recommendations regarding recovery options.

Every year we conduct various tests in order to achieve our recovery objectives and to ensure that we continue to meet the international requirements relating to business continuity.

Robeco takes the following services from COIN:

  • Fixed/dedicated workstations in an area exclusively accessible to Robeco. This area also contains special equipment that is essential for us to continue our strategic processes.
  • A few hundred shared recovery workstations.
  • Accessibility by telephone for the entire contact centre and for all office staff, including those not operating from the recovery location.
  • Voice logging
  • A permanent data link to our two computing centres outside the Netherlands to allow our staff at the recovery location to immediately resume their activities following a disaster.
  • A technical handbook.
  • Physical storage of essential items at the recovery location.
  • Storage of desktop images to allow the current image to be installed on all workstations if disaster strikes.

 

Frank van der Spek, Group Security & Continuity Manager, Robeco

 

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