Sabio has recently restored contact centre operations to a major healthcare solutions provider following a ransomware attack.
Before Sabio’s intervention, the Fortune 500 company and S&P 500 member could not communicate with its customers and was not able to access essential customer information.
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Within eight hours of Sabio receiving the distress call, however, the digital CX transformation company had provided a 100-seat cloud-based contact centre solution powered by the Twilio Flex platform that was capable of supporting multiple European countries, as well as identity management provision, which included multi-factor authentification.
On Sunday, Sabio was contacted by the healthcare company: “Our systems are down after a cyber-incident, and we need to get our contact centre back up immediately.
“Our customers cannot phone us, which is a major problem as all our other systems are down, so we are completely cut off.”
According to Rob Scutchings, Chief Technology Officer at Sabio Group, who shared the story, the healthcare company took immediate action by closing down various systems and contacting Sabio’s external cybersecurity and forensic IT experts.
Fortunately, by Monday morning, customers were able to make contact with the service agents of Sabio’s client once more, which Scrutchings attributes to its “quick action, extensive contact centre knowledge, and the flexibility of the cloud”.
He explains that Sabio has precise playbooks for crisis scenarios, such as this “devastating” ransomware attack, because no organisation is completely safe from cyber-attacks.
Sophos, for example, commissioned a survey of 3000 IT and cybersecurity leaders from organisations across 14 countries.
The research discovered that companies spend on average $1.82 million to recover from ransomware attacks, which does not even include the cost of the ransom.
Moreover, 84 percent of private sector organisations that fall victim to ransomware attacks have incurred a reduced revenue as a result of lost business opportunities.
Scrutchings concludes, therefore, that both large and small enterprises need to be prepared with business continuity plans at the ready in case they are on the receiving end of such an attack.
The Sabio CEO also pointed to a similar incident that took place in 2023 with another one of its customers, a multinational home emergence repairs and improvement specialist: “On that occasion, Sabio launched new Contact Centre Platforms in the UK and US within 24 hours after a cyber-attack hit the Home Emergency Specialist’s outsourced contact centre platform provider.
“The speed and agility shown by Sabio meant customer service was maintained, and policyholders continued to receive the support they needed.
Scrutchings continued: “Whether due to ransomware, natural disasters or simple human error, we know that system outages, even in public cloud solutions can occur.
“But with the right cloud-based tools and experience, we can get customers back online by providing replacement contact centre and automation solutions in a matter of hours, not days or weeks.”
Although Sabio was able to quickly remedy its customer’s security breach, it advises companies to get in contact to build a cyber resilience and contact centre business continuity plan, before an attack takes place.
