07 Jan HSBC hit by online banking issues
IT problems can affect even the most significant of businesses. When an IT problem starts to impact on customers the fall out can be dramatic, going beyond the immediate inconvenience to customers and creating a ripple effect of negative media coverage.
HSBC, Britain’s biggest bank, is the latest in a long line of businesses to make the headlines because of IT problems. The banking giant has been experiencing problems with its online banking systems. Some personal banking customers were unable to log-on for two days, leaving those who use internet banking unable to check balances and make payments online. Business customers were also reporting problems with their accounts claiming they were running slowly.
HSBC have since resolved the problems but the incident is yet another example of how damaging glitches can be to an organisation’s reputation.
As much as we’d all like to guarantee that these problems don’t happen in reality it isn’t always possible to cover every eventuality. HSBC haven’t as yet confirmed what the problem has been so it is difficult for us at Pescado to comment on how easily it could have been avoided. However what the situation does demonstrate is the importance of having good, professional IT support in place and being poised to react quickly in a crisis.
Expert IT support
At Pescado we pride ourselves on our approach to solving IT problems and our dedication to working hard to fix any problems as quickly and efficiently as possible. The quicker problems like the one HSBC have recently experienced are solved the more understanding customers tend to be.
The other important thing to do when IT glitches create problems with services used by customers is to communicate as quickly and openly as possible. HSBC were quick to take to Twitter to respond to customer complaints and communicate about what was happening. They advised customers to use telephone banking and their mobile app instead and apologised for the inconvenience. This may have been enough to satisfy some customers, others will continue to complain and only time will tell if customers choose to go elsewhere because of the issues.
The New Year is a great time to think about how your organisation would react in the event of a technology meltdown. Are there weaknesses in any of your systems? Is your IT support in place? If you haven’t got reliable IT support that you trust and have confidence in then give us a call. We’d be happy to talk about your IT concerns and our services.