Healthcare Industry Hardest Hit

According to a report from the Ponemon Institute, the cost of a lost or stolen record in the healthcare industry is over double that of other industries. Security Week reports that cost to be $363 as opposed to the average of $154, with the average breach having a total cost of $3.8 million. This has led the online magazine for Internet and enterprise security news to report the headline “Data Breach Costs Rise, Healthcare Industry Hardest Hit”.

But what is driving this massive increase in security breaches and their cost in this vital industry? As with many industries, it is the adoption of technology and human interaction with that technology that is creating new challenges.

Healthcare is Becoming Digital

The Health Information Technology for Economic and Clinic Health Act, passed by congress in 2009, encourages healthcare providers to digitize records. While good news for patients who will ideally be able to access their medical records from anywhere in the world, this process is not only increasing the volume of digital records, it is increasing the number of endpoints required to manage them. Advances in technology are putting a mobile device in every caregiver’s hands, but this is putting great strain on healthcare provider IT teams to keep up with a constant barrage of attacks on these endpoints by viruses and malware deployed by cybercriminals hoping to gain access to sensitive information.

Providers are Retaining Sensitive Patient Data

And speaking of sensitive information, gone are the days when your doctor knew your medical history from memory and kept a back-up copy in a file folder behind the reception area. Today, with electronic billing and digitized healthcare records, more and more sensitive patient data is being retained on networked computer systems. This has made healthcare provider infrastructure an attractive target for cybercriminals.

It’s Getting Cloudy (and Mobile-y)

InformationWeek predicts that by 2020, 80% of healthcare data will pass through the cloud at some point in its lifetime. Patients are becoming more technologically savvy and that means the use of mobile apps to access healthcare systems and records. Providers can only be so vigilant with the implementation of cloud security and BYOD policies because all it takes is one compromised device for a significant breach to occur.

We’re Only Human

While healthcare providers can secure systems and put all of the “detect and respond” technology they can buy in place, one of the biggest threats to their security is the very thing that makes them great – their employees. Providing healthcare to large numbers of patients can result in a very fast-paced and stressful environment. Workers can suffer from fatigue and distractions. This can lead to disaster since all it takes is one wrong click on one malicious link to compromise an entire infrastructure.

A Solution to All of These Challenges

I mention “detect and respond” solutions because while being mildly effective at alerting healthcare infrastructure administrators to attacks AFTER they happen, these traditional antivirus and malware detection solutions will never PREVENT the attacks that come as a result of these new healthcare industry technology challenges. Only a “preventive” solution that scans and detects the characteristics of files to locate potentially malicious files BEFORE they execute will guard against these new challenges.

For this reason, healthcare providers should seek a solution that uses an artificial intelligence and algorithmic science engine to scan every file on every endpoint in their healthcare infrastructure instead of one that simply alerts them once a breach has occurred. By deploying such a solution, healthcare providers can truly secure every endpoint in their infrastructure. This means regardless of whatever “detect and respond” solutions they have in place, no matter how many digital records their team processes, and no matter how many times employees click on something they shouldn’t, a “preventive” solution will have them covered because files are quarantined BEFORE they execute, stopping threats BEFORE they can do damage.

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Using Live Chat To Increase Conversions

I did a little research a few months back on live chat after meeting some great folks at a solid startup that is revving up to make live chat a strong part of the customer service and support experience.

Live chat can help online retailers and other businesses who are seeing great traffic numbers but low conversion rates. It offers a very personalized experience at a time when the online customer experience can be very generic. Live chat can also help your site rise above the competition and meet customers' real-time expectations.

Click here to read Using Live Chat to Increase Conversions.

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Always Be Straightforward With Your Customers

We all make mistakes – nobody is perfect, right? Well, I recently read an article about a bit of a blunder from a startup I wanted to share with you, not to highlight the company’s mistake, but to share a great lesson for enterprises. This story really got me thinking about the importance of transparency and honestly when it comes to our customers.

As reported to Medium, the former customers of a cleaning service called Homejoy that had gone out of business received an email from a company called Fly Maids, stating they were Homejoy’s new “partner” service and inviting them to give their services a try. Seems harmless enough thus far, right?

Well, the invite took a turn for the worst when these former Homejoy customers visited the Fly Maids website and found their name, address and credit card information pre-loaded into the site. To make matters worse, many customers found the Fly Maids website so similar to a competing cleaning service’s site they began to think the entire thing was a huge scam and suspect their credit card information had been compromised.

Turns out that behind the scenes, one of the co-founders of Homejoy had acquired the company’s domain and customer data then founded Fly Maids to continue to service Homejoy’s customers. The problem? He decided not to tell these facts to the Homejoy customers he was prospecting as not to influence their decisions to engage Fly Maids for their cleaning services based on their previous experience with Homejoy. First off, I’m not really sure why you wouldn’t want to take advantage of a customer’s previous experience with you…unless, of course, it was a bad experience. And secondly, how could you not expect to freak someone out by pre-loading his or her credit card information to your website? And thirdly, which is a topic for another article, how scary is it that someone can purchase your credit card information from a company that has gone out of business?!

The backlash was so bad that Fly Maids has taken down their site and assured former Homejoy customers the company has deleted all of their credit card information. So, what is the lesson here? I believe this is a great lesson in transparency and honesty for enterprises.

When you are about to launch a campaign or are planning your sales and marketing strategy, be mindful if you are ever at a point where you are about to, maliciously or not, take a step in which you are going to try to keep your customers from finding out about something. If there is one thing that customers don’t want from you, it’s a surprise. If you are about to do something sneaky, think twice. As I always say, just be square with people, no matter what. Make sure that you are always the one who is above board, straightforward and never working behind the scenes. Your customers will always appreciate your honesty.