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Customer Story

How a Major Telecommunications Company Protected PII and PCI Data

We implemented Aware to help build DLP and eDiscovery processes in collaboration. We had no idea how much critical information it would uncover.

SVP, Operations

iStock-1424912446 (1)
Industry:
Telecommunications
Business Size:
Enterprise
Collaboration Users:
100,000+
Collaboration Tools:
Slack & Teams
Aware Product:
Enterprise Suite
Business Goals:
DLP & eDiscovery in Collaboration

Overview

Following the mass roll-out of collaboration platforms during the pandemic, a major telecommunications company turned to Aware to help them understand the risks that resided within employee messages. Their primary concerns included preventing data loss and enabling eDiscovery within collaboration datasets.

 

Problem

Aware uncovered evidence that call center employees used collaboration messages to store large volumes of personal identifiable information (PII) and payment card industry (PCI) data. An internal investigation found that employees lacked a secure solution to keep track of customer information and instead turned to their collaboration tools as an easy alternative.

Upon discovery of this unauthorized use of collaboration, executives recognized the risk it posed to the enterprise. The tools in question had no processes in place to monitor or surface sensitive data sharing, putting the company at high risk for a data breach.

 

Solution

The company gained greater understanding of how frontline employees use collaboration and identified missing tools and functionality they needed to work effectively. This empowered executives to find the right solutions for employees to work more efficiently while also safeguarding confidential information. In addition, the company deployed Aware’s automated compliance monitoring features to scan new collaboration messages for sensitive data, allowing them to correct and coach employees on inappropriate work habits in real time.

As a result, the company improved PII/PCI compliance, thereby mitigating potential fines or loss of licensing. Additionally, the company reported higher employee satisfaction because workers felt heard and seen by business leadership. Providing employees with the right tools to make their jobs easier boosted morale as well as strengthened information security.

We implemented Aware to help build DLP and eDiscovery processes in collaboration. We had no idea how much critical information it would uncover.

SVP, Operations

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