Case Study: Avon achieves 24/7 system stability and automated customer messaging with Fortra Systems Operations Suite

Avon Finds Stability with Systems Operations Suite

Avon, a global beauty company and the world’s largest direct seller with nearly $11 billion in annual revenue and more than six million sales representatives, depends on always-on IT systems to process orders and support its sales network across Australia and New Zealand. The Sydney office’s IBM Power Systems server supports critical applications, and an aging in-house monitoring solution left Avon vulnerable to system errors, late-night manual troubleshooting, and slow processing of roughly 1,000 web-generated customer inquiries per day that had to be routed to 140 district managers.

Halcyon’s Systems Operations Suite (Level 2) provided automated IBM i monitoring, SMS alerting with escalation until response, and two-way SMS routing that now delivers inquiries directly to the correct district manager or to the call center when needed. The implementation eliminated business disruptions, cut manual workload and late-night calls, freed the IT team for strategic work, and reduced customer-service overheads—delivering faster, real-time processing and measurable efficiencies with reliable local and global support.

Avon

Ulrich Jensen

Solution Development Manager