25 May 2018 marks the start of enforcement of the European Union’s General Data Protection Regulation. This new piece of legislation has had a great impact on anyone whose business involves handling personal data about EU residents or within the EU. Naturally, personal data is at the core of working in sales, so Pipedrive and our users have also been busy to make sure that we are compliant.
This article provides an overview of the data-related roles and responsibilities when you’ve chosen Pipedrive as your CRM platform and will explain Pipedrive’s efforts to live up to the values and requirements of the GDPR.
Pipedrive as the data processor
Using the Pipedrive app to manage your customers means that you have engaged Pipedrive as a data processor to carry out certain processing activities on your behalf.
Lastly, it is important to check Section 17 of our Terms of Service to see which Pipedrive entity is your contractual partner.
All EU customers have a contractual relationship with our EU entity, based in Estonia.
One topic that often comes up with customers is data transfers outside of the EEA.
The GDPR establishes strict requirements for moving data outside of its scope of protection. This is only natural - otherwise it would be impossible for the law to fulfill its purpose.
Who is responsible for meeting these data transfer requirements? As our EU customers have a legal relationship with our EU entity, this data transfer remains within the EEA. If Pipedrive subsequently engages sub-processors outside the EEA, it is our job to ensure that we transfer the data lawfully.
We will keep an up-to-date list of sub-processors in our Terms of Service to be fully transparent about these transfers. This list will also explain what data is involved and how we have ensured that the data is adequately protected even after it leaves the EEA. We do this by making sure that our third-party service providers have either certified under the EU-US Privacy Shield framework or signed the EU Commission’s standard contractual clauses for data transfers with us.
Pipedrive as the data controller
Additionally, Pipedrive acts as the data controller for the personal data we collect about you, the user of our web app, mobile apps, and website.
First and foremost, we process data that is necessary for us to perform our contract with you (GDPR Article 6(1)(b)).
Secondly, we process data to meet our obligations under the law (GDPR Article 6(1)(c)) — this primarily involves financial data and information that we need to meet our accountability obligations under the GDPR.
Thirdly, we process your personal data for our legitimate interests in line with GDPR Article 6(1)(f).
What are these ‘legitimate interests’ we talk about?
- Improving the app to help you reach new levels of productivity.
- Making sure that your data and Pipedrive’s systems are safe and secure.
- Responsible marketing of our product and its features.
Hopefully this helps you to better navigate the EU’s data protection requirements. If you have any questions with regard to the above, you’re welcome to reach out to us at firstname.lastname@example.org and we’ll do our best to explain things further.
What is Pipedrive doing for the GDPR
As a company with roots in Europe, Pipedrive is very much up to speed with the implications that the EU General Data Protection Regulation has for businesses.
We appreciate the privacy needs of Pipedrive users as well as their customers and, as such, have implemented — and will continue to improve — technical and organizational measures in line with the GDPR to safeguard the personal data processed by Pipedrive.
Internal processes, security and data transfers
A large part of GDPR compliance is making sure that there are procedures in place that ensure that data processes are mapped and auditable. We have added elements to our application development cycle to build features in accordance with the principles of Privacy by Design. Any access to the Client Data that we process on your behalf is strictly limited. Our internal procedures and logs make sure that we meet the GDPR accountability requirements in this regard.
We have established a process for onboarding third-party service providers and adopting tools that makes sure that these third-parties meet the high expectations that Pipedrive and its customers have when it comes to privacy and security. We have further launched a datacenter in Germany to store the databases of EU customers to improve performance and provide additional assurance that your data enjoys the level of protection envisioned by the GDPR.
Readiness to comply with subject access requests
Data subjects’ ownership of their personal data is at the heart of the GDPR. We have created a readiness to respond to data subject requests to delete, modify, or transfer their data. This means that our Customer Support Specialists along with the Engineers that assist them in their work are well-prepared to help you in any matters involving your personal data, in addition to providing the awesome customer support experience that you are accustomed to.
All of the above is supported by extensive training efforts within the company so that the GDPR compliant processes we’ve put in place are followed. Sessions on data privacy and security are an integral part of our onboarding process and each department receives training that is tailored to their work involving personal data.
Pipedrive is firmly convinced that meeting GDPR requirements is much more than just checking off boxes in a list. For us, the GDPR is truly a lifestyle of respect to individuals’ privacy and responsibility in handling personal data.