THE BRIEF
MyBudget experienced a significant customer service issue due to a ransomware cyber incident, which caused an outage to their systems and payments processing for weeks.
THE STRATEGY
SOCIETY, working with technology and legal partners, supported the MyBudget team with a strategic communications response–including community management to answer to a significant number of customer questions and messages received via social media and managing media enquiries during this period. This was supported by a media approach that helped provided customers with accurate information and key facts on what to do if they were affected, whilst minimising widespread inaccurate media coverage.
THE OUTCOME
SOCIETY was able to step in as a trusted partner and oversee the entire social media and community management aspects of the issue, along with all media activity, enabling the internal communications team to focus on legal matters and internal employee communications. Working as part of their team, we provided relief to internal employees requiring a ‘break,’ and strategic messaging advisors that mapped out a plan that gave control back to MyBudget, at a time when things felt very unstable for them. Importantly, we ensured accurate and timely information was provided to those impacted, and we minimised inaccurate spread of information and widespread media attention.
