Growing Cybersecurity Threats and the Risk for Regulated Organisations
In today’s interconnected world, organisations face a growing threat of cybersecurity breaches, which pose risks not only to data security but also to customer trust and brand reputation. The ability to respond rapidly and effectively during a crisis is critical to preserving business integrity and public confidence.
Our client, a leader in lending services for senior customers, entrusted Forward Emphasis to manage a critical remediation intervention during a time of crisis. With a 25-year track record of delivering exceptional customer experiences in the BFSI sector, we were uniquely positioned to provide the swift and structured response needed. Leveraging our deep expertise in financial services and proven crisis management capabilities, we addressed a cybersecurity breach involving a related third party. Although their customers were not directly impacted, organisations under the Central Bank’s jurisdiction must act decisively to manage such incidents, as failure to do so could result in reputational damage, financial penalties, and erosion of customer confidence
The Post-Breach Challenge – Addressing Customers Amid Uncertainty
Following the breach, the client took swift action by issuing 4,500 letters to customers, notifying them of the incident. Given the uncertainty surrounding the extent of the breach and the sensitivity of customer data, they needed a trusted partner to rapidly deploy emergency phone lines to manage incoming inquiries.
The challenge required a custom solution to handle and route call traffic, collect data, and ensure compliant responses. With time being critical, the client also needed the immediate deployment of skilled professionals capable of providing consistent, non-advisory communication to reassure vulnerable customers and preserve trust.
Choosing Experience – Forward Emphasis Playbook for Crisis Management
Forward Emphasis rose to the occasion, delivering a seamless blend of rapid response, bespoke solutions, and industry-leading expertise, all within just three days.
- Bespoke Playbook for Crisis Management: We assembled a dedicated response team seeded with industry-qualified staff. These skilled professionals were onboarded and trained within 48 hours to handle sensitive customer inquiries while maintaining the highest standards of professionalism and empathy.
- Tailored CRM Design: A custom-built Customer Relationship Management (CRM) system was developed specifically for this initiative. It featured robust data capture capabilities, call scripting tools, and a suite of real-time reporting options, ensuring seamless data collection and actionable insights.
- Strategic Communication Framework: Clear and consistent customer interactions were ensured through carefully scripted communication that reflected the brand and compliance messaging of the client. Our team adhered to a non-advisory role, focusing on delivering reassurance and maintaining alignment with the client’s brand values and messaging.
- Expert-Led Call Management: Over an intensive 11-day period, the team expertly managed hundreds of customer enquiries, prompted from their breach notification. Guided by sector-specific subject matter expertise and leadership, each call was handled with professionalism and care, minimizing disruptions and reinforcing customer trust.
Reputational Trust Secured Through Strategic Crisis Management
Forward Emphasis’ rapid and proactive approach enabled our client to navigate the crisis with minimal disruption. Key outcomes included:
- Preserved Brand Reputation: Prompt action reassured customers that their concerns were taken seriously, reinforcing trust in the organisation during a challenging period.
- Operational Efficiency: A streamlined training and CRM implementation process ensured the team was fully prepared to deliver on the project’s objectives.
- Transparency and Compliance: The project outcomes ensured full transparency to senior stakeholders, maintaining accountability within the established framework, including Central Bank of Ireland (CBI) to inform them of the steps taken.
This collaboration highlights the critical value of having an expert partner who can step in to provide rapid, structured solutions in the wake of a cyber-attack. Forward Emphasis’ commitment to excellence mirrors that of our clients in the BFSI space and our adaptability ensured that our client could protect its brand, mitigate risks, and restore confidence during a moment of crisis.