Beyond Shadow IT: Secure Communications for Your B2B Clients
Caught in a generational shift as Baby Boomers retire and Millennials take their place in the workforce and become the largest living adult generation, enterprises must evolve. They are becoming more agile and changing everything from how their employees communicate and collaborate to where they work. For these companies, the digital workplace is both an high-value intagible asset and a high-risk endeavor.
As more employees work from home, both full-time and part-time, collaboration no longer means holding a team meeting in the conference room or soliciting a colleagues opinion over lunch. It means messaging apps, file sharing, text messages, phone calls, emails, and video conferences.
Work-related notifications pop up on smartphones, tablets, and watches. In 2006, we couldn’t imagine these technologies. Now we can’t function without them.
As workers embraced smartphones and collaborative apps, including WhatsApp and Slack, IT departments struggled to adapt. By 2015, only 28% of the companies surveyed by Cloud Security Alliance knew how many shadow IT apps they used; 8% knew the full scope. With GDPR looming on the horizon, 2016 and 2017 witnessed a shift.
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In 2017, 59% of respondents to Ovum’s Secure Enterprise Messaging Survey 2017 knew their organizations use consumer chat apps, and 70% had policies about consumer chat apps. 65% also admitted security concerns regarding consumer chat apps in the workplace.
Unfortunately, shadow IT apps are now an essential part of their corporate culture and their workflow. Their board of directors adores the productivity gains, decreased time-to-market for new products, and improved customer service. Their employees appreciate the increased flexibility. Whether they intended it or not, the individuals within the company bought into shadow IT’s benefits before the company considered the organizational costs.
The True Costs of Shadow IT for Your Telecom’s Enterprise Customers
A typical Shadow IT workflow looks like this.
The Skype call to Sam left the company vulnerable because Skype conversations are not E2E encrypted. The same applies to the Slack communications. WhatsApp is E2E encrypted, assuming no one steals Paul’s phone. If someone does, he or shewill shortly have access to every WhatsApp communication stored on the device. GSM suffers from well-known weaknesses. Thisleaves Paul’s phone calls and text messages vulnerable to hackers.
Sandy’s job includes monitoring communications for possible data breaches. She reports directly to the Data Compliance Officer. When a hacker steals Paul’s phone, he notifies Sandy. He doesn’t mention the consumer, collaborativeapps because they’re against policy. The Data Compliance Officer learns about them a week later, well outside GDPR’s 72-hour breach notification window. The company is fined.
The story doesn’t end there.
A few days before the theft, Paul’s boss retired. During his exit interview, he hands over all his company-approved app passwords and data. WhatsApp isn’t discussed. He works his last day and leaves the office with the company’s customer data in his pocket.
Six months later, an analyst begins combing through the customer service data. Based on the available data, she concludes that the revamped customer service department is more responsive and reports improved customer satisfaction.Unfortunately, onlinereviews don’t match the available databecause half the customer requests are sitting on WhatsApp. The company makes decisions based on incomplete information. Over the next five years, this faulty data will cost them 15% of their customers.
Secure Communications for Your Telecom’s Enterprise Customers
Your enterprise customers need a trusted partner, not another OTT app provider. With its local infrastructure and in-depth understanding of GDPR, other national regulations, and industry-specific best practices, your telecommunication’s provider is uniquely positioned to become that partner.
When you partner with Adeya and deploy Adeya’s white-labeled secure OTT collaboration suite on your local infrastructure, you can offer your enterprise client’s customized support and their choice of a dedicated private cloud or on-premise deployment using their data centers.
Adeya’s OTT collaborative app replaces WhatsApp, Slack, and Skype. It also secures SMS messages and phone calls with military-grade end-to-end encryption.
After your telecom partners with Paul’s firm, his workflow turns into this.
It’s secure and GDPR compliant. When his boss retires, the customer data remains with the company. The analyst isn’t missing any customer service data and identifies the problem before the company loses customers.
With PBX integration, employees can answer their office phone while working from home. Private contacts ensure they always have the most up-to-date contact information. The secure note-takinglets them jot down ideas and share them while on-the-go. Best of all, it’s all intuitive and easy to use.