Back in 2018 when the General Data Protection Regulation (GDPR) appeared, it seemed to be a crucial way to give people control over their personal data. Data Subject Access Requests, or DSARs, are just one aspect of this new pivot in data control. With a DSAR, a customer can request access to all the information a business holds on them.
To remain compliant with GDPR, companies must deliver the information required within 30 days of the request. Until recently, few consumers have taken full advantage of this offering. However, the arrival of COVID-19 and a general air of uncertainty may be starting to change things.
Experts report a 66% increase in the number of DSARs faced by companies since July 2020. Further research suggests that 30% of DPOs believe that the number of DSARs addressed by companies will only increase in the next year.
Preparing for the Data Access Shift
Consumers are becoming increasingly aware of their right to data, and they’re taking advantage of that right. This raises the stakes for businesses keen to maintain a positive reputation. Fail to respond to requests made by your consumers and your risk fines, legal issues, and brand damage too.
How can companies respond to the growing need for data access without increasing complexity for their team members, or making data any less secure. The core of this strategy will be in the use of valuable technology, like CPaaS platforms capable of combining your company’s internal communication, collaboration, CRM, and contact centre technology in the same environment.
To ensure full and easy access to a single, secured source of consumer data, companies need a more flexible cloud-based environment that connects the various streams of client interaction.
Tips for Handling Customer Data in the Age of DSAR
Aside from investing in the correct technology, it will be important to establish useful policies too. For instance:
- Create a culture of transparency: Ensure your business is open and honest about the kind of personal data you collect and how you use it. Publish information within your website’s privacy notice if necessary
- Ensure privacy guidelines are up to date: Make sure that your team members are following the right guidelines for how they record, manage, and store customer data
- Make it easy for customers: Don’t make your clients jump through hoops to submit their DSAR. Ensure that they can find out how to reach you and ask for information easily
- Respond promptly: Respond to client requests in a timely manner – within the statutory timescales provided
- Be proactive: Take a proactive approach to safeguarding customer data with data protection strategies implemented by design, like end-to-end encryption and data access control
- Analyse every customer journey: Be fully aware of the information collected about your customer at every stage of the client journey. Do not collect data that doesn’t serve a purpose for your company
As DSARs become more common, businesses of all sizes will begin appointing new DPOs (Data Protection Officers) and auditing their strategy for data collection, management and privacy. Don’t fall behind with the regulations.
