# NTT Case Study > When one of the world's largest telecommunications providers faced a live, escalating cyber crisis, NTT brought advisors of Fixinc in to guide rapid response, internal coordination, and customer assurance under intense pressure. *This content is available in full at: https://www.fixinc.io/case-studies/ntt* ## Services Used - [Crisis Management](https://docs.fixinc.io/service/crisis-management.md): Core service for incident response coordination - [ITDR](https://docs.fixinc.io/service/itdr.md): IT disaster recovery planning and support ## The Challenge [NTT](https://www.global.ntt/), a global telecom and IT services provider with operations in more than 50 countries, faced a fast-moving cyber incident that threatened customer trust and regulatory confidence. A cyber breach affecting one of their core services had been detected, and while it hadn't yet made global headlines, NTT's senior leadership knew the situation had the potential to escalate rapidly. The challenge was to move fast, communicating with internal stakeholders, managing customer relationships, coordinating incident response teams, and preparing for potential public exposure. Advisors now senior members and Directors of Fixinc were brought in. ## The Approach Fixinc Advisors joined NTT's incident response effort as strategic advisors, working across global security leads, customer experience executives, and internal communications teams to create structure, speed, and clarity in the middle of real-time disruption. While technical mitigation was underway, the focus was on response coordination: - Supporting the activation of NTT's [Crisis Management Plan](https://docs.fixinc.io/disciplines/crisis-management-plan.md) - Facilitating a clear reporting structure between country-level and group-level stakeholders - Assisting customer teams in preparing briefings, FAQs, and incident assurance communications - Preparing executive leadership for escalation conversations, media questions, and internal staff engagement Proven [Crisis Communications](https://docs.fixinc.io/disciplines/crisis-communications-roleplay-drill.md) and [Executive Advisory](https://docs.fixinc.io/executive-leadership-training.md) Disciplines were applied to ensure the messages being sent to global customers were transparent, timely, and backed by a united internal narrative. ## The Outcome The incident was resolved before any major public fallout, and NTT's response was internally regarded as one of its most coordinated to date. Through Fixinc Advisor support, NTT was able to: - Deliver aligned communications to impacted customers within hours - Maintain confidence across senior stakeholders and global business units - Debrief effectively post-incident, capturing key response learnings for future program improvements Fixinc Advisors continued to support NTT in the weeks following the event, advising on communications retrospectives, plan adjustments, and cross-functional scenario testing to improve internal readiness. This was a live [cyber incident](https://docs.fixinc.io/blog/topic/ai-and-cyber.md) and Fixinc was there to help ensure the right people said the right things, at the right time. ## Crisis Management Team The Fixinc Crisis Management team who supported NTT included: - **Brad Law**: Co-Founder and Global Head of Consulting with a career covering 32 years with hundreds of leading businesses from around the globe - **Ollie Law**: Co-Founder and Managing Director, passionate about connecting people with the very best resilience professionals ## Related Case Studies - [Stride Case Study](https://docs.fixinc.io/case-studies/stride.md): How Stride rebalanced its emergency management plans without disrupting the teams that rely on them - [EDL Case Study](https://docs.fixinc.io/case-studies/edl.md): How EDL brought crisis leadership and business continuity into alignment across its energy operations - [Optus Case Study](https://docs.fixinc.io/case-studies/optus.md): From exercise to execution, how Optus reset its continuity and recovery programs ## Reference Checks Reference checks with clients like NTT are available upon request. Fixinc has gathered dozens of passionate clients who are prepared to vouch for the service. Even without a proposal or program in place, a reference check can be arranged. --- **View this page online:** https://www.fixinc.io/case-studies/ntt For program inquiries: [Contact Fixinc](https://www.fixinc.io/contact) | info@fixinc.org | +64 800 349 462