Preparing for crises

I had two different clients at two different companies that experienced cyber incidents that disrupted the end users’ ability to access both platforms. I had Customer A at Company A, where we had systems and tools in place that notified us of user activity and drastic changes in health scores.

When Customer A’s activity abruptly dropped, I knew to reach out to investigate what their issue was. We quickly got our technical resources involved with the customer’s team and resolved the issue within a couple of weeks.

Customer B at Company B had a very similar issue with a cyber incident that cut off user access, but because Company B did not have automated systems in place to notify extreme fluctuations in usage, we did not catch this until our quarterly meeting, which landed us 3 months behind. Since we were not a mission-critical application, they repaired integrations with their higher-priority platforms, and we were deprioritized as an...