{"id":14016,"date":"2026-09-15T04:55:57","date_gmt":"2026-09-15T04:55:57","guid":{"rendered":"https:\/\/www.exporis.ch\/what-happens-to-your-website-crm-and-customer-data-during-a-cyberattack\/"},"modified":"2026-09-15T07:38:36","modified_gmt":"2026-09-15T07:38:36","slug":"what-happens-to-your-website-crm-and-customer-data-during-a-cyberattack","status":"publish","type":"post","link":"https:\/\/www.exporis.ch\/de\/what-happens-to-your-website-crm-and-customer-data-during-a-cyberattack\/","title":{"rendered":"What Happens to Your Website, CRM and Customer Data During a Cyberattack?"},"content":{"rendered":"

Around 200 companies in Switzerland had already been hit by ransomware attacks<\/a> linked to the Akira group by October 2025, with damage running into several million francs. Yet the first sign of an attack is not always a dead website. A company can still look perfectly normal online while staff have lost access to email, CRM records and internal systems and attackers have already copied customer data.<\/p>\n

Ransomware has become a business-continuity problem as much as a cybersecurity problem. Usually, the first hours decide which systems stay online, what data needs protecting, whether customers need to be told and how long it will take to get the business running again.<\/p>\n

Ransomware is software criminals use to lock a company out of its computers, servers or data and then demand money to restore access. Many attacks now go further. The attackers first copy sensitive information and threaten to publish it if the company refuses to pay. The business is then dealing with two problems at the same time: systems it cannot use and information it no longer controls.<\/p>\n

A working website does not mean the business is working<\/h2>\n

Many company websites sit on infrastructure separate from the company\u2019s internal network. An attack on office systems therefore does not automatically take the homepage offline. Customers may still browse services, download documents or send an enquiry while nobody inside the company has access to the systems receiving those requests.<\/p>\n

Things get more complicated once the website connects to other tools. An online shop talks to payment providers, stock systems and customer accounts. Lead forms send enquiries into a CRM. Booking systems write information into calendars and databases. Customer portals rely on login systems, while administrators often use company email accounts to reset passwords or approve access.<\/p>\n

Once attackers get hold of the right credentials or enter one connected system, they do not need to break into every tool separately. IT teams may therefore shut down parts of the environment even when they still appear to work from the outside. A customer portal that loads in a browser is little help if nobody knows whether attackers still have access behind it.<\/p>\n

Getting the website back under control often involves several companies and several people. Someone needs to know who owns the domain, where the DNS records are, who hosts the site, who has administrator access and which external services exchange information with it. In many SMEs, one supplier looks after the website, another runs Microsoft 365 and someone else manages the CRM. A ransomware attack suddenly forces all of them to work together under pressure.<\/p>\n

CRM failure reaches sales, service and marketing at once<\/h2>\n

A CRM holds much of the company\u2019s recent working history. Sales teams store quotations, emails, meeting notes and deal stages there. Customer-service staff keep previous cases and complaints. Marketing holds audience data, campaign records and consent information. Account managers use the same system to see what colleagues have already promised a client.<\/p>\n

When the CRM goes down, staff start rebuilding that history from whatever they still have. A salesperson searches old downloads for the latest quote. Finance checks invoices to work out which customers are active. Employees look through their phones for contact details. Someone starts a temporary spreadsheet because new enquiries continue to arrive while the main system remains unavailable.<\/p>\n

The more serious problem begins when attackers copied the CRM before locking it. Many ransomware groups now use double extortion: they steal information first and then encrypt systems. Some attacks skip encryption completely and use the stolen data itself as pressure.<\/p>\n

Restoring the CRM gives the company access to its records again, but it does not bring back the copy already taken by the attackers. Customer files often contain far more than names and email addresses. Sales notes may include prices, contract talks and internal comments. Account folders may hold signed agreements, IDs or correspondence. Support systems may contain technical details about a customer\u2019s own setup. Staff sometimes even leave passwords or login details in notes where they do not belong.\u00a0Once criminals have copied those records, a backup cannot undo it.<\/p>\n

Backups help, but they do not solve everything<\/h2>\n

A clean backup gives a company a route back into its own systems. Ransomware groups know this and often target backups after getting inside. Some attackers delete them before encrypting the rest of the environment.<\/p>\n

Even a backup that still exists needs checking before anyone uses it. Investigators have to make sure the attackers did not leave backdoors, create extra accounts or keep another way into the network. Crisis specialists interviewed by Handelsblatt said checking systems before restoration often takes between 24 and 72 hours. The fastest paid ransomware case handled by their team still took five days.<\/p>\n

Five days without email or CRM touches almost every part of an SME. Customers keep sending requests. Suppliers still expect answers. Sales teams need access to quotations. Finance still has bills to process. Managers have to decide which staff keep working and which jobs move temporarily to phone calls, paper or local files.<\/p>\n

For manufacturers, the cost rises much faster. German newspapers recently described a smaller technology company whose IT systems and production both stopped during an attack. Rebuilding everything from scratch was expected to take six to eight weeks. The attackers initially asked for $350\u2019000. Negotiators brought the payment down to just over $100\u2019000, and the company got back to work after a little more than a week.<\/p>\n

Attackers know that downtime hurts. They often price the ransom around the pressure the company is under rather than around the technical value of the encrypted files.<\/p>\n

Criminal groups look at the company before naming a price<\/h2>\n

Some ransomware groups study revenue, margins and equity before deciding how much to demand. Crisis specialists have seen attackers start negotiations at roughly 12 percent of a company\u2019s equity.<\/p>\n

Across more than 150 ransomware cases handled since 2018, fewer than 30 percent ended with a payment. Where companies did negotiate, reductions were usually above 50 percent. Small businesses are not spared. Attacks on companies with only 20 to 30 employees have come with demands of around $350\u2019000, while initial demands across different cases have ranged from roughly $150\u2019000 into the millions.<\/p>\n

Akira has shown the same appetite in Switzerland. Federal authorities linked around 200 companies in the country to attacks by the group and put the damage at several million francs.<\/p>\n

Many attacks do not rely on some new technical trick. Criminals often get in through old software, exposed remote-access tools or accounts without strong multifactor authentication. In several Akira cases involving SonicWall equipment, organisations had not fully dealt with a known vulnerability even after a fix was available.\u00a0The attackers used access that the company had already had a chance to close.<\/p>\n

The first hours are not just an IT job<\/h2>\n

The first call often goes to the head of IT. The CEO wants the systems fixed, so IT disconnects machines, checks logs and calls outside specialists. The business decisions quickly move beyond the technical team.<\/p>\n

Management has to decide whether online services stay available, whether new orders are still accepted, who talks to customers, which staff continue working and what the company tells insurers, lawyers, suppliers or authorities. If attackers have copied customer records, contracts, employee information or financial documents, the incident involves the whole company.<\/p>\n

Swiss law creates additional requirements for some businesses.\u00a0Since April 2025, operators of critical infrastructure covered by the Information Security Act have had to report certain cyberattacks to the National Cyber Security Centre within 24 hours of finding them.<\/p>\n

Other businesses still need to look at their duties under Swiss data-protection law if personal information has been stolen. Management may have to decide what customers need to know before investigators have completed their work.<\/p>\n

Customers rarely wait for a technical report. They notice that a portal no longer works, emails go unanswered or their account manager disappears. Employees start asking whether HR or payroll information has been exposed. Attackers sometimes add more pressure by publishing a company name and a few documents first, then releasing larger amounts of stolen data later. Some also contact employees, customers or partners directly using phone numbers, email addresses or social-media accounts found in the stolen files.\u00a0The company is then dealing with communication and recovery at the same time.<\/p>\n

Outsourcing IT does not outsource the crisis<\/h2>\n

Many Swiss SMEs rely heavily on outside providers. A digital agency looks after the website. An IT company runs Microsoft 365. Another supplier manages the CRM. The hosting company keeps backups. A former employee may still own the login used to register the domain.<\/p>\n

Nobody thinks much about how those pieces fit together while everything works. During an attack, management suddenly needs clear answers. Who controls the DNS? Where does the contact form send customer data? Who has administrator access to the CRM? Does the hosting provider keep separate backups? Who is allowed to take the customer portal offline? Who investigates the breach if the usual IT supplier is also affected?<\/p>\n

A simple list of systems, owners, dependencies and emergency contacts saves time when people are already under pressure. Management training helps for the same reason. Across more than 150 ransomware cases handled by one crisis-response firm, fewer than 2 percent of management teams had completed ransomware crisis training before the attack. Teams that had trained moved faster and lost less time once the incident started.<\/p>\n

A small company does not need a large cybersecurity department to prepare. It needs to know who controls the systems it depends on, where clean backups are kept, how administrators get back into accounts and who makes decisions when normal email and systems stop working.<\/p>\n

A cyberattack often exposes problems nobody notices during normal business. The homepage may still load, but the CRM behind the sales team, the customer database behind the service desk and the email accounts used across the company may already be down or compromised. For an SME, knowing how those systems connect is part of keeping the business running.<\/p>\n

What to Do During a Ransomware Attack<\/h2>\n

01 Disconnect affected systems from the network.<\/strong> Do not keep using a computer, server or account that may be compromised. IT teams often need to cut remote access, VPN connections or parts of the network while they work out how far the attackers got.<\/p>\n

02 Do not start deleting or reinstalling things.<\/strong> A rushed clean-up can destroy evidence and make the investigation harder. Preserve logs, ransom notes, suspicious emails and affected devices until the technical team has checked them.<\/p>\n

03 Call the right people early.<\/strong> Bring in your IT provider, incident-response specialist, insurer and legal adviser. If the website, CRM or hosting sits with an outside supplier, contact them too.<\/p>\n

04 Find out what is still working.<\/strong> Check email, CRM, website, customer portals, backups, cloud storage and accounting systems separately. A website that still loads does not mean the rest of the business is safe.<\/p>\n

05 Check whether data was stolen.<\/strong> Ransomware often involves data theft before encryption. Investigators need to establish what the attackers accessed, what they copied and whether customer or employee information is involved.<\/p>\n

06 Do not rush into paying.<\/strong> A ransom payment does not guarantee that systems will work again or that stolen data will disappear. Any decision about negotiation or payment needs management, legal and specialist input.<\/p>\n

07 Set up a separate communication channel.<\/strong> If company email is compromised, move key staff to a clean alternative such as secure phones or an external collaboration tool. Keep the crisis team small and clear about who decides what.<\/p>\n

08 Decide what customers need to know.<\/strong> Do not wait for every technical detail if customers are already affected. Say what is unavailable, what the company is doing and when the next update will come.<\/p>\n

09 Report the incident where required.<\/strong> Swiss operators of critical infrastructure face a 24-hour reporting duty for qualifying cyberattacks. Other companies may still have obligations under data-protection law if personal data has been exposed.<\/p>\n

10 Restore slowly and verify first.<\/strong> Backups need checking before they go back into production. Attackers may have left backdoors or extra accounts behind, and restoring too quickly can reopen the same problem.<\/p>\n

11 Keep a written decision log.<\/strong> Record what happened, when systems went offline, who approved each step and what customers were told. That record helps with recovery, insurance, legal review and the post-incident assessment.<\/p>\n

The immediate priority is to contain the attack, protect evidence, understand what the criminals reached and keep the business communicating while the technical team works on recovery.<\/p>\n

 <\/p>","protected":false},"excerpt":{"rendered":"

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