March 4, 2017

Keeping Customer Communications Secure: There Must Be a Better Way

By: David Day, EDP, Product Marketing Manager Privacy and Security are hot topics in today’s Customer Communications Management (CCM) world. Part of what drives the focus on privacy, security and compliance is the media coverage whenever there is a privacy breach—I’d bet you can name a few big brands right off the top of your … Continue reading “Keeping Customer Communications Secure: There Must Be a Better Way”

By: David Day, EDP, Product Marketing Manager

Privacy and Security are hot topics in today’s Customer Communications Management (CCM) world. Part of what drives the focus on privacy, security and compliance is the media coverage whenever there is a privacy breach—I’d bet you can name a few big brands right off the top of your head. Another driver is the huge cost of being found noncompliant to regulations governing personal and confidential information like Social Security numbers and credit card or bank account numbers. A quick Google search will show millions of American and Canadian dollars in fines levied against large corporations and financial institutions for missing the boat on keeping certain data secure.

What do you do to make sure your company’s and customers’ personal and sensitive information stays secure and private? You could get out the big black marker and hire a whole department to redact the documents going out through your customer communications channels. Of course, that will only deal with the printed materials; for the online documents, you could manually draw black boxes over areas or redact documents one-by-one using tools from Adobe and a handful of other small providers. Needless to say, the cost and time impact on your organization will be significant, and you still will not have a great way of tracking and reporting on the communications that were “secured” for compliance audits.

In today’s age of technology and automation, I can hear you crying out, “There must be a better way!” Yes, there is a better way-- one that will allow you to achieve these benefits:

  1. Integrate rule-based automated redaction into your existing CCM workflow
  2. Track and report on redacted documents as part of your Operations Dashboard
  3. Completely remove privacy data from output documents for total security
  4. Replace PCI data with alternate characters on the fly in your workflow process
  5. Gain the added-value of scrambling data to create real world testing scenarios

If you aren’t sure of why all of the above are important, I invite you view our on-demand educational webinar. In that webinar I will discuss all of the points above and more—and I give you usable takeaways for getting to a secure and automated workflow in your CCM environment.

I anticipate that some of you will want more detail prior to viewing the on-demand webinar. So, as a teaser, let me give you the Twitter length version of the aforementioned benefits of automated and integrated redaction. Following the 1-5 above, here we go in 140 characters or less:

  1. Put simply, take the manual intervention out of your customer communications – save time, money and errors
  2. What good is compliance if you can’t prove it; make sure you can follow and report the trail of the document
  3. If you are smart enough to cover up information, others are smart enough to uncover it—the answer is complete removal
  4. Many communications require removal of only part of the PCI data – for example a credit card number changed to XXXX XXXX, XXXX 5555 – do it automatically
  5. A bonus for your IT department: automated redaction allows them to create real world test data without the risk of privacy/security breaches – better testing means more up time.

Okay, so it wasn’t exactly 140 characters each, but I think you see the benefits and values I am getting at. For more information in a hands on environment, join the on-demand Crawford Technologies education webinar Are You Sure Documents Are Secure and Compliant?