{"id":7040,"date":"2018-04-29T21:42:50","date_gmt":"2018-04-30T04:42:50","guid":{"rendered":"https:\/\/www.vtiger.com\/blog\/?p=7040"},"modified":"2018-04-29T21:42:50","modified_gmt":"2018-04-30T04:42:50","slug":"gdpr-and-crm-part-2-introducing-vtigers-new-gdpr-and-privacy-tools-and-the-zen-of-managing-consents-at-scale","status":"publish","type":"post","link":"https:\/\/www.vtiger.com\/blog\/gdpr-and-crm-part-2-introducing-vtigers-new-gdpr-and-privacy-tools-and-the-zen-of-managing-consents-at-scale\/","title":{"rendered":"GDPR and CRM (Part 2):  Vtiger&#8217;s  GDPR and privacy tools &#8211; bringing Zen to managing consents at scale"},"content":{"rendered":"<style>\n.tm-content article div > img { \ndisplay: block; margin: auto; \nmax-width: 600px; \nwidth: 100%;\n    margin-top: 40px;\n    margin-bottom: 40px;\n    border: 1px solid #ddd;\n    box-shadow: 1px 1px 1px #ddd;\n}\n<\/style>\n<p>Part 1 of our series on <a href=\"https:\/\/www.vtiger.com\/blog\/gdpr-and-crm-part-1-what-is-gdpr-and-how-does-it-affect-crm\/\">GDPR and CRM (What Is GDPR and How Does It Affect CRM?<\/a>) explained the basics of GDPR &#8211; from why the law was enacted, to how it creates a new paradigm for lawfully interacting with European citizens\u2019 data. Refer back to that post for a primer on GDPR and its mandates. In this part, we&#8217;ll go over how the changes coming to Vtiger will help you comply with the law unlike any other CRM solution. <\/p>\n<h2>The challenges of managing consents<\/h2>\n<p>One of the most challenging parts of the new law to comply with is getting verified consent for each use of a person\u2019s data. This is particularly challenging for four reasons:<\/p>\n<h3>Managing consents can be a huge drag on time<\/h3>\n<p>You\u2019ll be dealing with innumerable contacts, each in a different stage of their relationship with you, and thus needing to provide consent for a different purpose. You might ask a new lead for consent to share their information with your partner, and a new customer for consent to store their credit card number. Each time, you\u2019ll have to ask for consent, wait for their response, log their response, and then take action. Each of these takes time, and scaled across many leads and customers a month it can become a huge drag on time.<\/p>\n<h3>Once provided, consent must be easy for contacts to revoke<\/h3>\n<p>GDPR requires you to make it as easy for someone to revoke consent as it is for them to provide it. This adds to the time it takes to manage consents.<\/p>\n<h3>You can\u2019t let any consents slip through the cracks<\/h3>\n<p>Waiting too long to act on a consent can eliminate the utility of obtaining the consent at all. This is particularly true when sharing lead data with partners, who must strike when the iron is hot. Additionally, it is legally imperative that you don\u2019t let a contact\u2019s choices slip through the cracks. If a contact revokes consent to you using their data, but you accidentally share it with a partner after the fact because you didn\u2019t notice, you\u2019re breaching GDPR. <\/p>\n<h3>Consents must be hard to falsify<\/h3>\n<p>The reason to log a contact\u2019s consents in the first place, is to protect you if they claim they never provided it. That is significantly less likely to happen if you get consent in a way that\u2019s difficult to disavow. You can do that by asking for a form of ID, or asking for it from a verified email address or portal only they have access to. A much less useful consent is one obtained through a publicly accessible resource, like a form on your website, because anyone can submit it claiming to be someone else.<\/p>\n<p>In addition to all the other legal obligations you have to comply with, GDPR seems to need so much micromanagement that you won\u2019t have time to actually do anything else. <\/p>\n<h3>Managing consent doesn&#8217;t have to be so hard<\/h3>\n<p>With that as a primer, we\u2019re pleased to announce Vtiger\u2019s new GDPR compliance and privacy tools &#8211; launching on or before May 9th. They are the most effortless way to comply with many of the provisions of GDPR, at scale. Taking just a few minutes to set up, they let your customers see your policy and requests relevant to them, securely provide consent, and exercise other GDPR-afforded rights, all while making it easy for you to see and act on their consents. <\/p>\n<p>The new tools consist of three huge changes that together make up the biggest privacy and security overhaul in Vtiger\u2019s history. They are:<\/p>\n<ol>\n<li>A new contact preferences page<\/li>\n<li>A new encrypted data field<\/li>\n<li>New GDPR compliant email campaigns<\/li>\n<\/ol>\n<p>And here\u2019s the crown jewel of these GDPR changes:<\/p>\n<h2>Introducing Vtiger\u2019s new contact preferences page<\/h2>\n<p><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/voeyenew.vtiger.com\/s\/wp-content\/uploads\/2018\/04\/Manage_privacy_preferences-1.png\" alt=\"Manage_privacy_preferences\" width=\"1385\" height=\"1897\" class=\"aligncenter size-full wp-image-7206\" srcset=\"https:\/\/www.vtiger.com\/blog\/wp-content\/uploads\/2018\/04\/Manage_privacy_preferences-1.png 1385w, https:\/\/www.vtiger.com\/blog\/wp-content\/uploads\/2018\/04\/Manage_privacy_preferences-1-219x300.png 219w, https:\/\/www.vtiger.com\/blog\/wp-content\/uploads\/2018\/04\/Manage_privacy_preferences-1-748x1024.png 748w, https:\/\/www.vtiger.com\/blog\/wp-content\/uploads\/2018\/04\/Manage_privacy_preferences-1-768x1052.png 768w, https:\/\/www.vtiger.com\/blog\/wp-content\/uploads\/2018\/04\/Manage_privacy_preferences-1-1121x1536.png 1121w\" sizes=\"auto, (max-width: 1385px) 100vw, 1385px\" \/><\/p>\n<p>The consents page is where your leads and contacts go to do all of the following:<\/p>\n<ol>\n<li>Manage their email list subscriptions<\/li>\n<li>Learn about your data usage and other policies<\/li>\n<li>Control consent for data you store on them<\/li>\n<li>Control consent to being tracked<\/li>\n<li>Control consent for other permissions you want to ask for<\/li>\n<li>Ask you to stop using their data<\/li>\n<li>Ask you to erase their personally identifying data<\/li>\n<\/ol>\n<p>The page is completely customizable &#8211; from who can see it, to what they see and act on, to even how they\u2019re notified about new consents required from them. The preferences that leads and contacts state on this page are acted on automatically by Vtiger whenever possible (more on that in a second), or available in contact records for you to use in list filters, reports, and workflow automation &#8211; minimizing your employees&#8217; need to take on new responsibilities. <\/p>\n<h3>How will my leads and contacts learn about and access their preferences page?<\/h3>\n<p>Once you\u2019ve enabled the page and chosen who can access it, those with permission to use it automatically receive an email letting them know. This makes them effortless to ask for.<\/p>\n<p><img decoding=\"async\" src=\"https:\/\/voeyenew.vtiger.com\/s\/wp-content\/uploads\/2018\/04\/consent-request-2-1.png\"><\/p>\n<p>You can enable easier future access to this page by adding a link to their preferences page to the footer of emails sent from your Vtiger users. This footer can be customized.<\/p>\n<p><img decoding=\"async\" src=\"https:\/\/voeyenew.vtiger.com\/s\/wp-content\/uploads\/2018\/04\/consent-footer-1.png\"><\/p>\n<p>Additionally, the \u201cunsubscribe\u201d link in email campaigns sent from Vtiger now points to the recipient\u2019s preferences page. If a recipient doesn\u2019t have access to the preferences page, then they\u2019ll see just the email preferences options at the top of the page.<\/p>\n<h3>What consents can I ask my leads and contacts for?<\/h3>\n<p>In addition to a customizable written statement, there are 5 types of consents you can add to their page. <\/p>\n<h4>Data storage and usage<\/h4>\n<p>If you store sensitive data, like a contact\u2019s national ID number or credit card number, you can choose to give contacts control over that field by requesting permission through their consents page. If the contact grants permission &#8211; great! If they revoke permission, then the CRM field is automatically erased and locked &#8211; ensuring your compliance .<\/p>\n<h4>Engagement tracking<\/h4>\n<p>When you send email or a document to a contact from Vtiger, their interactions are tracked so that your sales, marketing, and support teams can learn more about contacts\u2019 interests and tailor future communications to them. If desired, you can let your contacts control whether you track them or not through engagement tracking.<\/p>\n<h4>Custom consents<\/h4>\n<p>If you do things like share contact data with a third party, or use it in automated decision making, you can add a custom consent field to get permission for that use. If a contact grants or revokes consent, you\u2019ll see their decision in their contact record, and can use their response to create filtered lists, built reports, or even in workflow automations.<\/p>\n<h4>Stop processing<\/h4>\n<p>GDPR requires that you give contacts the ability to opt out of processing entirely. You can hand the keys to a contact\u2019s record over to them by adding a \u201cStop processing\u201d button to their preferences page. If they click it, Vtiger automatically locks their CRM record so that users cannot edit field values, and opts them out of email campaigns &#8211; no manual intervention required.<\/p>\n<h4>Erasure<\/h4>\n<p>You can let contacts ask you to delete their personally identifying data by adding an \u201cErase My Data\u201d button to their preferences page. If they click it, it enables a checkbox labeled \u201cerasure requested\u201din their record. To act on it, you can either filter on these contacts and delete their entire records &#8211; but for some this is too broad an approach. To be more surgical about rendering the records non-identifying, you can use the new \u201cErase personal data\u201d option in the record\u2019s \u201cmore\u201d menu to erase the Vtiger fields you\u2019ve marked as personally identifying.<\/p>\n<p><img decoding=\"async\" src=\"https:\/\/voeyenew.vtiger.com\/s\/wp-content\/uploads\/2018\/04\/personal-field-1.png\"><\/p>\n<h3>How do I use their consents?<\/h3>\n<p>Unless consents are easy to act on, they become more costly to manage than helpful. This is where Vtiger truly shines.<\/p>\n<p>In addition to the Data storage and usage, engagement tracking, and stop processing erasure automations mentioned above, all consent responses are saved to a new \u201cConsents\u201d block in their CRM record for your users to see when they\u2019re interacting with leads and contacts. <\/p>\n<p><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/voeyenew.vtiger.com\/s\/wp-content\/uploads\/2018\/04\/Consents-block-3.png\" alt=\"Consents block\" width=\"929\" height=\"266\" class=\"aligncenter size-full wp-image-7132\" srcset=\"https:\/\/www.vtiger.com\/blog\/wp-content\/uploads\/2018\/04\/Consents-block-3.png 929w, https:\/\/www.vtiger.com\/blog\/wp-content\/uploads\/2018\/04\/Consents-block-3-300x86.png 300w, https:\/\/www.vtiger.com\/blog\/wp-content\/uploads\/2018\/04\/Consents-block-3-768x220.png 768w\" sizes=\"auto, (max-width: 929px) 100vw, 929px\" \/><\/p>\n<p>You can use these consents to build lists or reports. In addition, they can be used as conditions in automated workflows &#8211; so, for example, the moment a contact consents to being contacted by a partner, Vtiger can automatically and instantly email their information to a partner without your intervention. <\/p>\n<h3>If my contact forwards an email containing their preferences link to someone else, can that other person change their preferences?<\/h3>\n<p>Changes to a contact\u2019s preferences page require email confirmation &#8211; and that\u2019s what makes them verifiable. When a preference change is made, the contact will receive a follow-up email asking them to click a link to confirm those changes. Even changes to email preferences now require confirmation, so your contacts can safely forward around your emails without worrying that someone can change their preferences.<\/p>\n<h3>How do I set up the consents page?<\/h3>\n<p>The new lead and contact preferences page settings are configured from the Consents page in the CRM Settings area. From here, you can configure:<\/p>\n<ul>\n<li>Who gets notifications for access and changes to their preferences page (ex: Only notify contacts with region = \u201cEU\u201d)<\/li>\n<li>The email footer linking to the contact\u2019s preferences page in user emails<\/li>\n<li>What consents show up in a contact\u2019s preferences page based on information in their profile (ex: Only ask for CC# for contacts with sales stage = \u201cready to buy\u201d). <\/li>\n<li>Each consent\u2019s default selection<\/li>\n<\/ul>\n<p>The consents page goes a long way to helping you achieve compliance with GDPR with an experience that\u2019s great for your customers, and that\u2019s effortless for you.<\/p>\n<h2>Encrypted data fields<\/h2>\n<p>If you store sensitive data like a credit card number or a national ID number, you now have the option to mark the field as sensitive in Vtiger. <\/p>\n<p><img decoding=\"async\" src=\"https:\/\/voeyenew.vtiger.com\/s\/wp-content\/uploads\/2018\/04\/sensitive-field-cc-1.png\"><\/p>\n<p>This achieves three goals:<\/p>\n<ol>\n<li><span style=\"font-family: futura;\">It encrypts the field in Vtiger\u2019s databases.<\/span> Once complete, nobody without your permission can see the data. Not hackers (we\u2019re aware of no breaches so far!), not us, and not your other users.<\/li>\n<li><span style=\"font-family: futura;\">It obfuscates the field value shown to your users.<\/span> For example, you can hide all but the last 4 digits of a credit card number. This means, for example, that it\u2019s still usable by your support agents to verify a contact\u2019s identity, but that they can\u2019t see the full value, reducing the risk of it being compromised.<\/li>\n<li><span style=\"font-family: futura;\">It allows you to authorize certain users to see the full field value.<\/span> For example &#8211; authorized billing team members could reveal a full credit card number with just a click. That action is logged and searchable through a new encrypted field access log in the settings area.<\/li>\n<\/ol>\n<p>Encrypted fields do have a few limitations that you should consider before enabling them:<\/p>\n<ol>\n<li>List views, reports, and exported data can only show encrypted values<\/li>\n<li>Global search only searches exposed characters<\/li>\n<li>Once enabled for a field, encryption cannot be disabled<\/li>\n<\/ol>\n<p>That\u2019s all for encrypted fields for now.<\/p>\n<h2>GDPR Compliant Email Campaigns<\/h2>\n<p>Last, but definitely not least are Vtiger\u2019s new GDPR compliant email campaigns.<\/p>\n<p>GDPR now requires that you now obtain clear, unambiguous permission to send marketing email &#8211; that\u2019s basically means obtaining a double opt-in (<a href=\"https:\/\/www.vtiger.com\/blog\/gdpr-and-crm-part-1-what-is-gdpr-and-how-does-it-affect-crm\/\">described in part 1 of this blog<\/a>).<\/p>\n<p>With Vtiger, double opting in leads and contacts is easy. If they submitted a webform with the \u201csend me marketing email\u201d checkbox enabled, they\u2019ll receive a double opt-in email asking them to confirm their desire to receive your marketing email by clicking a link. If they didn\u2019t arrive through a webform, you can send this email to a lead or contact manually from their CRM record, or to an entire list from the Marketing Lists module (unless they\u2019ve opted out).<\/p>\n<p><img decoding=\"async\" src=\"https:\/\/voeyenew.vtiger.com\/s\/wp-content\/uploads\/2018\/04\/subscription-confirmation-3-1.png\"><\/p>\n<p>If you know someone isn\u2019t in the European Union, or you\u2019ve received another acceptable form of permission to email them, you can bypass the need for a double opt-in by opting the contact in yourself. To understand how to do that, let\u2019s get into how the rest of the new email opt-ins work.<\/p>\n<h3>The new email opt-in statuses<\/h3>\n<p>Instead of our old \u201cOpt Out\u201d checkbox field, leads and contacts now each have an \u201cEmail Opt-In Status\u201d field that replaces the old \u201cOpt Out\u201d checkbox. In it, there are 6 values.<\/p>\n<ol>\n<li>None<\/li>\n<li>Single opt-in (user)<\/li>\n<li>Single opt-in (webform)<\/li>\n<li>Double opt-in <\/li>\n<li>Opt-out (user)<\/li>\n<li>Opt-out (contact)<\/li>\n<\/ol>\n<p><img decoding=\"async\" src=\"https:\/\/voeyenew.vtiger.com\/s\/wp-content\/uploads\/2018\/04\/contact-email-status-1.png\" style=\"padding: 10px;\n    margin-top: 40px;\n    margin-bottom: 40px;\n    border: 1px solid #ddd;\n    box-shadow: 1px 1px 1px #ddd;\"><\/p>\n<p>These values can be set in one of a few ways. If a contact clicks a link in a double opt-in email they\u2019ve received, Vtiger sets the \u201cDouble Opt-In\u201d value. If a contact submits your webform with the \u201cI want to receive email marketing\u201d checkbox enabled, Vtiger sets the \u201cSingle opt-in (webform)\u201d value. Single opt-in (user) is only set by your users &#8211; and can be done when creating a contact individually or during an upload. Otherwise, all new contacts start with a \u201cNone\u201d state.<\/p>\n<p>These states are important because you can tell Vtiger what opt-ins you consider acceptable for sending a contact email from the email campaigns system. Your options are:<\/p>\n<ul>\n<li>Double opt-in only<\/li>\n<li>Double opt-in and single opt-in (user)<\/li>\n<li>Double opt-in, single opt-in (user), and single opt-in (webform)<\/li>\n<\/ul>\n<p>Which setting you should choose depends on a lot of factors. We always recommend Double opt-in only as the safest choice legally, because it\u2019s always hard to discern if a contact is an EU citizen.<\/p>\n<h3>How do contacts opt-out of my campaigns?<\/h3>\n<p>Your contacts can opt out of your email campaigns in two ways. If they reach out to you requesting that you opt them out of your campaigns, you can change their opt-in status to \u201cOpt out (user)\u201d. You can reverse this status in case they ask to be opted back in. If the contact visits their preferences page and opts out, however, then their opt-out is irreversible, except if they re-submit a webform to opt back in.<\/p>\n<h3>What do opt-outs affect?<\/h3>\n<p>To ensure that contacts\u2019 preferences to not receive commercial email are respected, opt-outs stop all new emails from being delivered to the contact. This includes email campaigns, autoresponders, workflow emails, and ad-hoc emails. <\/p>\n<p>To prevent opt outs from stopping existing relationships, or conversations initiated by your contacts, both of these can always be replied to even through a contact opt-out.<\/p>\n<h2>To sum it up<\/h2>\n<p>GDPR compliance is a complicated subject that requires you to provide European citizens whose data you use, with certain new rights. These rights can be difficult to provide in a way that doesn\u2019t disrupt your business. <\/p>\n<p>Vtiger\u2019s new GDPR and privacy management tools make it easy for you to comply with GDPR by giving your contacts a place to go to manage their consent, or exercise their GDPR rights, in no more time than it takes for you to set the page up.<\/p>\n<p>If we\u2019ve got your interest, stay tuned for our next blog post on how to configure our new GDPR and privacy tools, and email campaigns, to help you get consent and into compliance quickly.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Part 1 of our series on GDPR and CRM (What Is GDPR and How Does It Affect CRM?) explained the basics of GDPR &#8211; from why the law was enacted, to how it creates a new paradigm for lawfully interacting with European citizens\u2019 data. Refer back to that post for a primer on GDPR and&hellip;&nbsp;<a href=\"https:\/\/www.vtiger.com\/blog\/gdpr-and-crm-part-2-introducing-vtigers-new-gdpr-and-privacy-tools-and-the-zen-of-managing-consents-at-scale\/\" class=\"\" rel=\"bookmark\">.<span class=\"screen-reader-text\">GDPR and CRM (Part 2):  Vtiger&#8217;s  GDPR and privacy tools &#8211; bringing Zen to managing consents at scale<\/span><\/a><\/p>\n","protected":false},"author":28,"featured_media":7050,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_eb_attr":"","neve_meta_sidebar":"","neve_meta_container":"","neve_meta_enable_content_width":"","neve_meta_content_width":0,"neve_meta_title_alignment":"","neve_meta_author_avatar":"","neve_post_elements_order":"","neve_meta_disable_header":"","neve_meta_disable_footer":"","neve_meta_disable_title":"","neve_meta_reading_time":"","_themeisle_gutenberg_block_has_review":false,"_ti_tpc_template_sync":false,"_ti_tpc_template_id":"","footnotes":""},"categories":[3],"tags":[],"class_list":["post-7040","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-all"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v21.8 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>GDPR and CRM (Part 2): Vtiger&#039;s GDPR and privacy tools - bringing Zen to managing consents at scale - Vtiger CRM Blog<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.vtiger.com\/blog\/gdpr-and-crm-part-2-introducing-vtigers-new-gdpr-and-privacy-tools-and-the-zen-of-managing-consents-at-scale\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"GDPR and CRM (Part 2): Vtiger&#039;s GDPR and privacy tools - bringing Zen to managing consents at scale - Vtiger CRM Blog\" \/>\n<meta property=\"og:description\" content=\"Part 1 of our series on GDPR and CRM (What Is GDPR and How Does It Affect CRM?) explained the basics of GDPR &#8211; from why the law was enacted, to how it creates a new paradigm for lawfully interacting with European citizens\u2019 data. Refer back to that post for a primer on GDPR and&hellip;&nbsp;.GDPR and CRM (Part 2): Vtiger&#8217;s GDPR and privacy tools &#8211; bringing Zen to managing consents at scale\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.vtiger.com\/blog\/gdpr-and-crm-part-2-introducing-vtigers-new-gdpr-and-privacy-tools-and-the-zen-of-managing-consents-at-scale\/\" \/>\n<meta property=\"og:site_name\" content=\"Vtiger CRM Blog\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/vtiger\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.vtiger.com\/blog\/wp-content\/uploads\/2018\/04\/consents-bg-2-1.png\" \/>\n\t<meta property=\"og:image:width\" content=\"800\" \/>\n\t<meta property=\"og:image:height\" content=\"300\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"Kieran Kay\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@vtigercrm\" \/>\n<meta name=\"twitter:site\" content=\"@vtigercrm\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Kieran Kay\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"13 minutes\" \/>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"GDPR and CRM (Part 2): Vtiger's GDPR and privacy tools - bringing Zen to managing consents at scale - Vtiger CRM Blog","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.vtiger.com\/blog\/gdpr-and-crm-part-2-introducing-vtigers-new-gdpr-and-privacy-tools-and-the-zen-of-managing-consents-at-scale\/","og_locale":"en_US","og_type":"article","og_title":"GDPR and CRM (Part 2): Vtiger's GDPR and privacy tools - bringing Zen to managing consents at scale - Vtiger CRM Blog","og_description":"Part 1 of our series on GDPR and CRM (What Is GDPR and How Does It Affect CRM?) explained the basics of GDPR &#8211; from why the law was enacted, to how it creates a new paradigm for lawfully interacting with European citizens\u2019 data. 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