How Ready is Your Team?

How Ready Is Your Team?

How ready is your organisation for a crisis? Can you communicate to your stakeholders within an hour? Or will it take your team several hours to respond?

Recently, a major Malaysian Telco faced a technical outage. These things happen, but the fallout from it went deeper – it turns out that they took ten (10) hours to acknowledge the issue to their customers.

Not a good look for the brand!

Netizens did not let them off lightly either, and were super unimpressed at the response from the company.

Basically, they failed their customers, and from an issues / crisis perspective, they weren’t ready or communicative. Customers were left stranded without a clue. This looked clumsy, and suggested to their stakeholders that the customer-orientation was not well aligned.

Ideally, a first response should be within fifteen (15) minutes of an incident – but this, fairly, can be stretched to an hour. But certainly not ten (10) hours – it’s not 1980 folks!

Do you have the processes in place to mitigate a scenario like this? Are they up-to-date? Is everyone in your team on board? Are they trained to handle such a circumstance professionally?

If you answer ‘no’ to any of these questions, get in touch with Orchan.

We can help to update, or even craft, a crisis response plan, and get your team aligned for a smoother response to any crisis that may impact upon your brand.

Our bespoke training in crisis management preparation and response will help your team plan and respond to a crisis situation credibly, and our consulting services will enable you to hone in on specific issues that need to be addressed.

Drop us a line changenow@orchan.asia or give us a call 03-2110-9407 for a no obligation chat about how Orchan can get your organisation crisis-ready.

____________________  

Maxis took 10 hours to Acknowledge Nationwide Network Problems

At 1.36pm on Monday, Twitter user @belldybala_ posted a tweet saying that she is having problems to access the Maxis Internet service. Her tweet was later followed with over 10,000 unhappy comments on Facebook, Twitter and other social media channels.

Maxis experienced network problems, nationwide on October 7, around 1.28pm until it was restored at October 8, at 7.53am. The Maxis network outage lasted for approximately 18 hours and it took place nationwide. 

During the outage, a huge number of its 11.02 million mobile subscribers were not able to get 4G signal, make calls/SMS or use Internet services. Maxis mobile apps including the Hotlink Red app were not accessible. MalaysianWireless observed that many users were only getting 2G signal on their phone despite Maxis signed a major “landmark” deal with Huawei a few days ago to deploy 5G service in the country. The signing, which, supposedly would make the nation proud, was witnessed by Malaysia Prime Minister, Tun Dr. Mahathir Mohamad.

Despite thousands of unhappy comments on social media from Maxis customers since 1.30pm on Oct 7, Maxis only acknowledged the issue at October 7 at 11.01pm, approximately 10 hours later after leaving paying customers in the dark without a fully functional mobile service.

Falling to explain the network problem itself, on Facebook and Twitter, Maxis posted the following on its official account (October 7 at 11.01pm):

"You may have been experiencing some interruptions to our services. Rest assured that we are working hard to rectify this as soon as possible. We apologise for the inconvenience and thank you for your understanding. We will notify you when services are fully restored".

However, MalaysianWireless observed that the Telco company did not contact each affected customers despite promising “….We will notify you when services are fully restored".

Later in the morning (Tuesday, October 8, 7.53am), Maxis posted the following on Facebook and Twitter claiming that its network issues have resolved.

"We would like to inform our customers that services have been restored, and we are closely monitoring the situation to ensure continued stability. We would like to once again apologise to our affected customers and thank them for their patience and understanding".

At the time of writing this article, no further explanation was provided by Maxis on what caused the network issues.

Maxis, one of the leading mobile network operator in Malaysia takes “pride” in their “continuous innovations”.

On its about page, the Telco said “We ensure our customers enjoy superior communications experiences by offering the best network. At Maxis, we don’t believe in settling for average – we raise the bar with our industry-leading 4G LTE network, the widest and fastest in Malaysia. We have committed our long-term investments into expanding our 4G LTE coverage so that all our customers enjoy an uncompromised Internet experience.”

____________________


https://www.malaysianwireless.com/2019/10/maxis-nationwide-network-problems/