Developing A Privacy Case Management Tool

RedCloud partnered with a multinational technology company to design and implement an automated ticketing system for privacy case management. By leveraging Microsoft Dynamics 365 and Power BI, the solution increased efficiency, scalability, and compliance while enabling the privacy team to handle more cases and provide better service to stakeholders.

Client Situation

The client’s privacy practice faced challenges managing privacy cases manually:

• Tracking and auditing case submissions and resolutions across global teams

• Retaining email communications and historical case data

  Reassigning cases and referencing prior work for context

• Ensuring compliance with company-wide privacy standards

RedCloud was engaged to design a system that could scale to handle thousands of cases annually, while improving efficiency, collaboration, and reporting capabilities.

Our Approach

RedCloud applied a structured approach to address the client’s challenges:

1. Requirements & User Stories: Collaborated with privacy managers and supporting vendors to define privacy-specific requirements and identify future automation opportunities.

2. System Design & Implementation: Developed a user-friendly Dynamics 365 ticketing system that supports lifecycle management of privacy cases, enabling efficient tracking, reassignment, and search of historical case data.

3. Data Migration & Integration: Transferred two years of previous case data and integrated existing internal tools to ensure continuity and maintain compliance.

4. Automation & Reporting: Built Power BI dashboards to monitor case metrics, assess program health, and inform future program improvements.

5. Future-Ready Enhancements: Designed the system to accommodate AI stakeholder assistance, bot capabilities, and automated case approvals to improve efficiency and user experience over time.

Impact

RedCloud’s solution delivered measurable outcomes:

• Efficiency & Scalability: Automated manual processes, allowing the team to manage 2,000+ cases annually with reduced effort.

• Enhanced Compliance: Ensured privacy program standards were consistently met across global teams.

• Improved Collaboration: Enabled better coordination among privacy managers, vendors, and stakeholders.

• Data-Driven Insights: Power BI dashboards provided leadership with actionable insights to guide program improvements.

• Cost Reduction: Streamlined workflows decreased operational costs while maintaining program quality.

• Future-Ready Capabilities: The system supports ongoing automation enhancements, demonstrating scalability and adaptability.

• Broader Adoption: The tool’s functionality has been adopted by two additional teams, validating its design and impact.

By embedding compliance, collaboration, and automation into the system, RedCloud ensured a robust and scalable privacy management solution that also enhances stakeholder experience and trust.

Ready to streamline your privacy operations?

Contact RedCloud’s Privacy Practice team today to learn how we can help automate processes, enhance compliance, and deliver measurable impact for your organization.