Challenges
Bill C27 required companies to get explicit consumer consent for data use, forcing data-heavy sectors like telecoms to overhaul their systems. Our telco client needed to quickly identify process gaps and implement changes while keeping services seamless. Their challenges included aligning data across platforms, bridging legal and technical practices, preserving customer analytics, ensuring compliance without disrupting UX, and maintaining personalized services.
Approach
Identifying that the challenges of disconnected systems made legal compliance quite complex, a robust data privacy framework was implemented to align with Bill C27. By designing a centralized consent management platform and re-engineering analytics workflows, we ensured that data usage adhered strictly to compliance regulations. Our forward-thinking approach positioned the client as a leader in ethical data practices and readiness for ongoing regulatory shifts.
Solution
We helped our client facilitate cross-department collaboration through a dedicated Data Privacy Task Force. By developing clear compliance guidelines, we also balanced legal requirements with business objectives. Microservices architecture was adopted to ensure scalability and adaptability to future privacy requirements, and a centralized consent management system integrated across all digital channels. Our process included:
Service Design and Gap Analysis:
- Conducted workshops with cross-functional teams to map current data handling practices against Bill C27 requirements.
- Identified gaps and developed a roadmap emphasizing compliance and technical feasibility.
Consent Management Integration:
- Integrated OneTrust, a centralized consent management platform, with web and mobile applications, ensuring clear, user-friendly opt-in/out options.
- Used Adobe Launch for tag management and backend APIs to flag and restrict data usage for non-consenting users in real time.
Tech Stack Enhancements:
- Decoupled non-consenting user data from reporting and targeting workflows.
- Modular microservices architecture ensured scalability and readiness for evolving regulations.
Operational and Analytics Continuity:
- Established clear guidelines for data usage to separate compliance-approved functions from prohibited ones.
Cross-Department Collaboration:
- Established a centralized “Data Privacy Task Force” to streamline communication and decision-making between legal, technical, and business units.
Success
The impact of our solution was three-pronged: streamlined compliance reporting, enhanced customer trust, and future-ready scalability. After the implementation of our framework, the telco achieved:
- 90% Operational Analytics Retention
Enabled the telco to maintain critical insights through anonymized data workflows
- 25% Boost in Customer Trust Expected
Helped enhance transparency with clear consent processes.
- 100% Regulatory Compliance
Our client achieved compliance and avoided potential penalties
