A large regional bank in the United States provides financial services to customers through 58 full-service branches across eight states. Their top priority is to provide comprehensive financial solutions to their customers and deliver these through a best-in-class service. Recognizing that an incident could upend their solutions and disrupt their service, the bank drafted an initial approach for managing incidents. However, they realized their plan could not withstand multiple points of failure. They experienced a minor event where they needed the help of an external IT service to manage part of their firewall. Because they used their existing collaboration tools for their response process, the bank:
In another event, the bank experienced an internal security breach where they were locked out of their systems. Again, because they used their existing collaboration suite they had no way to collaborate for a response.
With Challo, they could still collaborate despite losing access to their internal applications. Once the workspace was triggered, the response team triaged the event, orchestrating and completing tasks, utilizing voice, video and chat to break off into task-oriented discussions, and aligning all information throughout the response. Challo was transformative for the bank’s response team. It provided them with a way to structure their response, getting the most out of their information, people and content. Challo provided the bank with the ability to: