Enterprise Communication Compliance
The proliferation of messaging apps like WhatsApp and WeChat, along with social media messengers and SMS, has brought new challenges to companies in highly-regulated industries. Clients demand immediate responses to inquiries, and employees, in their quest to provide a high standard of customer service, are neglecting to comply with enterprise communication regulations.
The result of this negligence (whether willful or not) has been considerable fines totalling $2 billion levied at a range of major financial institutions. Ensuring that all communications with clients using third-party apps are properly captured and archived in line with regulations is a challenge that companies must contend with.
What is Enterprise Communication Compliance
Depending on the specific industry, enterprises are bound by certain regulations, such as HIPAA for healthcare companies and Sarbanes-Oxley for financial institutions. As part of these regulations, there are strict rules governing the treatment of both internal and external communications including requirements to store the content of certain messages.
With the entire world having gone mobile, many businesses have a Bring Your Own Device (BYOD) policy in which employees use their own personal mobile devices for business purposes. It is the responsibility of the organization to put policies in place that ensure that communications using personal devices are also in full compliance with all regulations.
By implementing an enterprise messaging system, companies can enable their clients to get the immediate responses and customer service they are looking for while ensuring that all communications are captured and there are no breaches of compliance.
Best Practices for Enterprise Communications
Following are best practices for companies to follow when selecting and setting up an enterprise messaging system:
- Auditability – while top priority may be ensuring that clients can communicate using the apps of their choice, it is critical to ensure that any enterprise communications system can capture and store messages so that they can be easily accessed for reporting or audit purposes.
- Cross-platform – between remote work set-ups and BYOD policies, it can be hard to keep track of all the different devices and apps that employees might use to communicate with clients. To ensure compliance, an enterprise communication platform must give administrators visibility into all communications across a number of different platforms.
- Privacy protection – companies are bound to protect the privacy of their employees, their customers and any other proprietary data and information. It is important to choose an enterprise messaging system that offers the highest level of security and can prevent any privacy violations.
- Real-time action – look for an enterprise messaging solution that offers live monitoring of communications with clients and can block or alert an administrator to the use of certain keywords or phrases that could indicate a breach of compliance.
An enterprise communication platform is key to keeping businesses squarely in compliance while still meeting and exceeding customer expectations. LeapXpert’s platform has all the features that a business needs to monitor, capture and archive business communications no matter what messaging application is used.