Retail

Because Downtime Costs More Than Revenue

Resilience for Retail

Keep Trading. Protect Reputation. Respond Fast.

Business Continuity & Crisis Support for Retail

In retail, service interruption doesn’t just stop sales it damages trust. From cyber attacks and platform outages to logistics delays and reputational crises, Escalate Consulting helps retail brands prepare for disruption. We build practical business continuity, crisis, and response capability so you can recover quickly and maintain customer confidence.

Resilience for Retail

Disruption Is a Risk to Revenue and Reputation

Today’s retail environment is unforgiving. Customers expect instant access, seamless service, and clear communication. A single disruption, whether technical, reputational, or operational can escalate quickly and impact brand, profitability, and loyalty.

Escalate Consulting supports retailers to:

  • Maintain service across stores, digital platforms, and fulfilment
  • Minimise downtime during disruptions
  • Prepare for crisis events with structured escalation and leadership tools
  • Strengthen internal readiness across customer service, comms and ops

Meet growing customer and Board expectations for risk and resilience

How We Help

Business Continuity Planning
  • Identify critical services including POS, eCommerce, logistics, customer service and comms
  • Develop retail-specific continuity plans and workarounds
  • Ensure response plans are usable by both head office and in-store teams
  • Document key dependencies across platforms, systems, vendors and fulfilment partners
Crisis & Incident Management
  • Establish clear escalation thresholds and leadership roles
  • Build crisis management frameworks that align marketing, digital, operations and executive teams
  • Create runbooks and decision tools for events such as data breaches, product recalls, or social media crises
  • Define stakeholder communication strategies, from internal teams to customers and media
Testing & Simulation
  • Facilitate tabletop and live scenario exercises across digital, retail, and corporate functions
  • Simulate events such as supply chain disruption, cyber outages, protests, or product integrity issues
  • Deliver After Action Reviews with improvement actions and executive summaries
Cyber & Platform Readiness
  • Integrate response between technology, operations and communications
  • Prepare crisis and incident structures for outages, breaches and online disruptions
  • Align with customer SLAs, brand standards, and reputational risk appetite
Third-Party and Supply Chain Risk
  • Map key delivery partners, vendors and service providers
  • Establish continuity expectations for third parties
  • Develop contingency plans for shipping delays, shortages, or payment processing issues

Who We Work With

We tailor support for both corporate functions and store-level operations.

Your Outcomes

  • Maintained customer access, service and trust during disruption

  • Stronger crisis coordination between operations, marketing and execs

  • Practical continuity plans for core services and functions

  • Clear incident escalation and communication protocols

  • Greater confidence from Boards, landlords, partners and regulators

Every Minute Counts in Retail. So Does Your Response.

Resilience in retail isn’t about avoiding disruption, it’s about responding quickly, protecting your brand, and keeping customers with you.

Let’s build a continuity and crisis response program that helps you trade through the unexpected.

Call us 1300 064 410
why choose us

Why Escalate Consulting?

  • Retail-Specific Experience – Trusted by national retailers, platform operators, and fulfilment services
  • Whole-of-Business Focus – Support that spans stores, digital, corporate and customer service teams
  • Real-World Plans – Continuity and crisis plans that your teams can actually use
  • Customer-Centric Thinking – Resilience built around what your customers expect
  • Fast, Practical Outcomes – We work at the speed of retail, with clarity and confidence