A large U.S. online retailer with tens of thousands of employees and many European and Asian international physical locations was experiencing rapid growth that outpaced the maturation of its initial security program. The retailer needed to build out a Global Security Operations Center (GSOC) quickly from scratch, focusing on incident management and escalation. The program required 24/7 coverage, a hotline for internal incidents, and streamlined external event incident management. Driven by an innovative small team, they faced demanding customers, regulatory and operational requirements, and internal pressure to maintain high safety and security standards from executives.
A Technology-Led Approach Rapidly Accelerates Security Program
With time and operating costs being a factor, the retailer turned to Crisis24 for a new, two-phased approach. In the first phase, Crisis24 provided a combination of technology and services to build the foundation for incident management, with scalable SOPs for a fully functional GSOC. Here, a shared Virtual Security Operations Center (VSOC) was implemented to demonstrate feasibility, effectiveness, and value. Phase one also included a hotline for internal incidents, rapid IMT alerting, and mass notification for external incidents like storms or protests. This approach proved SOP development and value – while providing time and cost savings compared to traditional alarm management services.
Tailored Support through ‘Man and Machine’
During the launch of phase one, real-world events like Hurricane Beryl and the Central/Eastern Tornadoes demonstrated the value of the AI, software, and human solution. The VSOC provided guidance on potentially impacted areas, types of impact, and eventually- evacuations and closures, further justifying the need for more customized support in phase two. In this next phase, Crisis24 expanded services to include 24/7 embedded intelligence analysts. This allowed the retailer to meet their evolving requirements and provided more tailored support for their security needs.
This phased approach allowed for multiple benefits. First, it enabled mutual assessment for "fit," where the retailer and Crisis24 team built trust in each other, starting with a shared service and eventually moving to a fully dedicated team. Second, it proved Standard Operating Procedures (SOPs). While it's easy to say, "Impactful events should be escalated proactively," achieving this requires years of experience, combining technology, AI, configuration, training, and, most importantly, clear communications around the client's business context. Lastly, it demonstrated early value for non-security executives. The best security leaders continually assess how to drive the most value for the business, beyond just ensuring safety and security for employees. The VSOC-first approach allowed for operational wins in addition to security wins.
If you need help growing or scaling your security program, explore how Crisis24 can strengthen your organizational resilience by combining the best in technology with exceptional human expertise.
