A high street retailer get back to business quickly after a cyber attack

By Matthew Pryke & Alexy Pemberton

The Challenge

A national retailer contacted Hamlins following a cyber-attack on the company’s website and internal IT system, reducing its ability to sell products and to maintain relationships with suppliers. The “spear phishing attack” was restricting almost every employee within the business from carrying out their job. The attack was set to damage revenue, commercial relationships and the goodwill and reputation associated with this client’s brand. Repelling the attack and restoring the systems was therefore time critical.

How Hamlins Helped

Hamlins had already worked with this client to establish a proactive crisis management solution for cyber security attacks. As a consequence, we didn’t lose valuable time and could act decisively. We had prepared appropriate alternative “mirror” technology solutions, which were quickly available to clients both via third party providers and also remote accessed IT Solutions. In addition to putting these new systems in place, Hamlins oversaw the vital communications that would inform and reassure the client’s business partners, customers and regulators. We managed contact with the client’s third party suppliers to provide notification of the cyber-attack and mitigate any potential damage caused. We also notified the industry regulator, the Information Commissioners Office, of the data breach in a controlled and effective manner.

The Outcome

Installing the replacement business service meant the client’s website and internal system “downtime” was minimised to a few hours. Crucially the relationships with suppliers and the loss of revenue were minimised and the client was able to protect the ongoing goodwill and reputation of its brand. The regulator saw no need to impose any penalties nor undertaking of extensive investigations into the client’s response to the crisis.