After the worldwide MOVEit data breach, a large financial technology company needed to act fast to manage and mitigate the impact on its clients. Kroll’s specialist breach notification experts, proprietary technology and global reach ensured that the company was able to quickly execute an effective global communications strategy and deliver high quality, legally compliant notification and identity and credit monitoring support to more than 500 businesses and five million customers.
Seamless Notification Response for Major Data Exposure
Overview
Industry
- IT Services and IT Consulting
Challenges
- Over 500 businesses and five million customers impacted
- Requirement to inform all clients and every individual at pace
- Lack of notification and credit and identity monitoring expertise
Kroll Services
- Third-Party Breach Notification Manager
- Consumer Breach Notification
Impact
- A global communications strategy
- Over one million letters sent to inform customers
- Frontline support delivered via a dedicated call center
- Reports of notified individuals and monitoring activations to all banks
The Challenge
In May 2023, a financial technology company was hit by the global MOVEit data breach in which a zero-day vulnerability in the MOVEit managed file transfer software was exploited by the Russia-linked ransomware group, CLOP. The breach impacted over 500 entities using the company’s technology for payment processing and mobile banking, potentially compromising the personal data of five million individuals. The business needed to act fast to manage and minimize the potential harm to its clients and their customers. To achieve this, it had to update and inform all its clients and every affected individual at pace, alongside providing notification and credit and identity monitoring on its clients’ behalf.
Kroll's Solution
Leveraging its third-party breach management platform, Kroll Notification Navigator, Kroll provided multiple third-party portals for more than 500 entities and five million individuals impacted by the MOVEit breach. This allowed the company to seamlessly share the affected data with each individual client in one step. It also permitted the clients the opportunity to opt in, allowing the business to notify and provide monitoring to individuals on the client’s behalf.
Kroll set up multiple call centers to answer questions directly from businesses and individuals, reducing the pressure on the company’s team. Alongside this, Kroll established and implemented multiple email campaigns to maintain consistent communication with all involved.
Despite the challenges presented by multiple “high value/VIP” clients operating on different timelines, Kroll was able to accommodate off-schedule requests to fulfill the company’s needs. Kroll also set up a website which provided support and information to individuals requiring identity and credit monitoring, so consumers of the impacted businesses that opted to notify on their own could also utilize Kroll’s monitoring services.
The Impact
Seamless Communication
Kroll’s combination of specialist technology and industry-leading breach response expertise enabled the company to execute a highly effective global communication strategy and successfully streamline communications to all parties at once. Kroll’s follow-the-sun operational strategy provided continuous support across multiple time zones, allowing it to maximize the vital first hours and days after the breach.
Comprehensive Oversight
Throughout the breach notification process, Kroll shared regular status and reporting updates with the company’s internal and external teams, enabling them to track progress and make more agile and informed decisions. Having organized over one million letters sent by individual entities, Kroll then provided the company and the individual businesses with data categorized by entity, final reports of notified individuals, monitoring activations, returned mail reports and final copies of the notification letters for legally compliant record-keeping.
Proven Regulatory and Legal Expertise
The company had the peace of mind of knowing that the notification, identity and credit monitoring and call center services it provided to its clients were delivered by breach notification specialists with experience of assisting countless organizations in an assortment of highly regulated industries, with distinct notification obligations and varying risk levels.
Dedicated Call Center Support
Kroll established a fully functional call center within four hours of engagement, ensuring that a professional, multilingual customer support team was on hand to provide frontline care to all individuals affected by the breach, removing the need for the company to quickly assemble and train its own call center staff or divert internal resources to handling individual inquiries and concerns.
Stay Ahead with Kroll
Breach Notification
Kroll’s data breach notification solutions – from drafting compliant letters, to full-service mailing help, to alternate notifications for large breaches – take the burden off your organization.
Data Breach Notification Services
Kroll’s data breach notification, call centers and monitoring team brings global breach response expertise to efficiently manage regulatory and reputational needs.
Data Breach Notification Letters
Kroll will work with your team to implement a personalized, plain-language notification letter that provides pertinent information and maintains message control.
Identity Theft Restoration
Kroll provides your breach population with direct access to investigative experts for live support and best practice advice, as well as identity restoration should they become victims of identity theft.
Credit Monitoring
Credit monitoring can be a powerful tool to offer in the wake of a data breach. Kroll provides a monitoring alert system that’s backed by the expertise of our licensed investigator team.
Identity Monitoring
Kroll’s unique combination of identity monitoring services can detect more types of identity theft than credit monitoring alone, providing practical help to combat identity theft and fraud.