Wedding Company Loves Union of Privacy Automation and Excellent Customer Support
Over two million couples have relied on Zola to simplify their wedding planning needs since the company’s inception in 2013.
Given the nature of a wedding platform, these couples have trusted Zola with personal data. Emerging privacy regulations like the CCPA or CPRA meant that Zola needed a scalable solution to maintain brand trust and honor customers’ right to privacy.
- Before CCPA enforcement began, Zola’s team quickly realized that it would be highly manual and expensive to manage privacy requests internally.
- With DataGrail, Zola could quickly and accurately fulfill privacy requests without intensive involvement from additional teams like engineering.
- Zola’s legal team especially loves the top-tier customer support they’ve received throughout their time with DataGrail
When CCPA enforcement was slated to begin in 2020, Zola’s legal team was tasked with figuring out their best strategy for privacy request fulfillment. Laura McAleer, Senior Counsel, ran an internal review with Stephane Bailliez, SVP of Engineering, to interview stakeholders and determine where personal data lived in their systems.
It quickly became clear that processing requests internally would not be feasible nor a good use of internal resources.
In order to fulfill a privacy request manually, McAleer would have to ensure that stakeholders from different departments pulled data accurately and in a timely manner. This manual tracking would be difficult given that these departments typically did not interact with one another and communication was limited.
Zola determined that engineering resources could be better used on the core business rather than building an internal tool to manage privacy requests. Developing and maintaining a privacy solution was seen as “undifferentiated heavy lifting” that could be streamlined by using DataGrail.
After evaluating multiple vendors on the privacy market, McAleer was impressed by DataGrail’s Request manager for two key reasons.
First, Request Manager stood out as an easy tool to understand and use.
Since McAleer would be the primary person working with the product, having an intuitive interface was especially appealing. Additionally, after purchasing DataGrail, McAleer trained a few members of Zola’s customer support team on how to use the product and they took to it very quickly despite not having a legal background.
Second, DataGrail’s integrations with third-party applications were critical for Zola’s privacy needs.
Zola’s platform relied on a significant number of applications, which would have been very tediou to manually access or delete personal data from.
Request Manager’s depth and breadth of integrations stood out from other privacy vendors and gave McAleer confidence that manual labor would be minimal.
With DataGrail’s Request Manager, privacy request management was streamlined into an easy and accurate process. Request Manager connected to key customer service and marketing systems to allow McAleer to process requests with minimal involvement from other teams.
Why Zola Loves DataGrail
By automating privacy request fulfillment, Request Manager saved resources and minimized risk for Zola through reducing people involved and time spent on fulfilling a single request.
Beyond the platform itself, the Zola team has been truly delighted by the
top-tier customer support provided by DataGrail. McAleer especially appreciates the responsiveness of her customer success manager, saying that her life is made easier by being able to lean on DataGrail’s support whenever it is needed.
Additionally, Zola appreciates DataGrail’s clear commitment to its customers by listening to Zola’s product requests and building appropriately. Suzanne Lee, SVP Legal, noted that working with DataGrail feels like a partnership because DataGrail openly receives feedback and strives to build the best user experience possible.
As new regulations emerge and the business grows rapidly, Zola can easily scale its privacy request management with the help of automation via Request Manager. The Zola team is also confident that DataGrail’s product offering will continue to adapt and serve their privacy needs better and better
in the future.