Scaling a Global Privacy Practice With an Automated Case Tool
A Dynamics 365 ticketing tool gave eight privacy managers one place to track and search roughly 2,000 cases a year.
THE CHALLENGE
A privacy team at a multinational technology company handled privacy cases through a manual ticketing process. As the business grew, so did case volume, and privacy request requirements were inconsistent. The company needed a ticketing system that met company-wide privacy standards, could be audited, and supported case tracking, reassignment, retained email communications, historical reference, and resolution tracking.
OUR APPROACH
RedCloud worked with the privacy team, which included eight privacy managers and vendor support staff, to define requirements and user stories and plan the automation. We built the case tool on Dynamics 365 and integrated it with other internal tools. We collected data to refine the user experience and shorten the time managers and stakeholders spend on each review.
RESULTS
■ Tracks about 2,000 cases a year, with search and links to related past cases
■ Lower cost and better collaboration through Dynamics 365 ticketing integrated with internal tools
■ Power BI reporting lets leadership assess program health and plan improvements
■ Two additional teams in the company have adopted the tool
“We would not be where we are today if not for your commitment to our team, your methodical approach to solving complex issues, meticulous planning, and communication… Your leadership throughout the entire process is what made this important project a big success.”
— Privacy client, global technology company