Hi and welcome to this video where we will give you a quick overview of GDPR,
its possible implications to your business and a sneak peek of what Zoho
CRM has in store for you to ensure GDPR compliance. Let's begin by first
looking at what is GDPR? GDPR stands for General Data Protection Regulation.
It is designed to empower EU residents by putting them directly in control of
how they want their data to be processed and to protect their data privacy due to
the increasingly complex nature of personal data transmission across the
world. Will this affect your company? Well, all data-driven companies that handle
personal data of EU residents need to be GDPR compliant. By that we mean not just
companies in the EU region but any organization that collects or processes
the personal data of EU residents. You trust Zoho CRM with all of your
customers data that includes personal information like email address, phone
number, addresses and other personal details and that is why Zoho CRM has
several GDPR centric enhancements coming your way. As a data processor, Zoho CRM
helps you stay GDPR compliant so that you can continue to sell smarter, better
and faster. Let's now look at the privacy standards set by EU under GDPR
with an example and the respective enhancements in Zoho CRM. Zylker Inc is a
travel agency that takes orders from users online and delivers services like
making travel arrangements, booking hotels etc. From how we see it
there are three important components that constitute the GDPR:
Data Collection; Data Processing and Data Subject Rights. GDPR demands that you
should be transparent while collecting personal information from your prospects.
Not only should the information you demand be limited to what you need in
order to deliver your services but it is also mandatory that
you state the purpose for which you are collecting the data. For example, when
Jessica signs up for Zylker services through their website form, while it
makes sense for Zylker to ask for Jessica's gender, address or food
preferences, Zylker needs to be cautious about asking her religion or ethnicity
It is better that they state the purpose for which they are collecting such
information. Say, in this case, it could be for her passport and visa processing
purposes. Zylker can build and customize their Webforms inside Zoho CRM to
include just the fields that they need in order to deliver their services.
Specific instructions or information can be tagged for each of these fields. They
can even use the double opt-in feature in their webforms which sends a
confirmation link through email to subjects to confirm their interest.
That's cool, right? Additionally, the source of a subjects data is always
maintained in the record details page for accountability. Say, if it was
from an import or a manual creation this source can also be used to decide the
lawful basis for your subjects depending on your business and data processing
requirements. Ok. Let's now move on to data processing. As per GDPR, the
information provided by a prospect can only be processed on a lawful basis.
There is a significant emphasis on the fact that all processing activities must
be carried out securely to ensure that personal information is not exposed.
Storage disclosure retention and deletion of personal data must be
handled very securely and lawfully. Zylker has to identify the appropriate
data processing basis for their subjects based on their business requirements and
the purpose of data processing.They can update and track the data processing
bases for all subjects under a tab called data privacy in the record
details page.
When Zylker chooses consent as the data processing basis for certain subjects,
with the consent management settings in Zoho CRM, Zylker can customize a readily
available consent form, send it to subjects and even track the consent
status anytime based on which the data will be processed further. When Zylker
collects certain personal information from Jessica like her phone number or
her travel dates they should make sure that the information is completely
secure. Zoho CRM allows Zylker to protect and
manage personal data effectively. The fields in Zoho CRM that carry sensitive
information can be marked as personal fields and can be categorized as normal
and sensitive. These personal fields can also be
encrypted when they are stored in Zoho's database for added security. Access
controls for these personal fields can be managed effectively within CRM and
even when the data needs to be shared outside the CRM
GDPR brings a lot of rights to EU customers with regards to their personal
information. Let's take a look at each one of them.
The right to access: The subject has the right to obtain confirmation of
processing done on their data and access to their personal data. The right to
rectification: The subject has the right to ensure that their personal data is
accurate and updated as needed
The right to data portability: Customer specific information can be exported,
attached to an email and sent to a customer in a machine-readable format,
which can be used in other systems all without being downloaded on your device.
The right to restrict processing: The subject can restrict the processing of
their data if they so desire.
The right to be forgotten: The subjects can have the organization delete their
data without any delay unless the data is needed for contractual or legal
grounds. Data subjects can exercise any of these rights at any point and based
on your data processing bases you have to act on them within a specific time
frame. All of these rights can be exercised in Zoho CRM easily whenever
requested. For example as a data controller Zylker can track the data
subject rights requests using this overview dashboard or in the record
details page and act on them instantly. So, there you go.
Make sure that you adopt these standards cautiously while using Zoho CRM and stay
compliant with GDPR. Thank you for watching this video. For more resources
on Zoho CRM please visit www.zoho.com/crm/resources.