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Smartsheet is a leading collaborative work management platform that empowers teams and organizations to plan, track, automate, and report on work at scale. With over 100,000 customers worldwide, Smartsheet enables users to streamline workflows, improve visibility, and drive productivity across industries. Known for its user-friendly interface and powerful integrations, Smartsheet supports businesses in navigating complex projects and achieving their goals efficiently.
The challenge: scaling privacy operations to support an increase in data subject requests
When Samantha Winter, Smartsheet’s Manager of Privacy and Data Governance Program Management, first joined the privacy team, data subject requests (DSRs) were rare. “We were getting maybe one request a month. No big deal–it was manageable.”
But in 2020, the Smartsheet team found themselves swamped by an influx of data subject requests, amplified by the rise of automated privacy rights bots and new privacy regulations. What started as an occasional task quickly grew into a tidal wave of requests that threatened to overwhelm the team.
In a single month, the team received 50+ erasure requests, driven in part by automated privacy tools used by consumers. Manually handling each DSR was no longer sustainable. Samantha’s team needed a solution that could:
- Automate repetitive processes to handle larger volumes
- Integrate with their existing privacy workflows, rather than forcing an overhaul
- Maintain transparency for internal teams managing requests across multiple systems
Smartsheet needed a solution to streamline privacy rights processes, ensure compliance across multiple jurisdictions, and maintain their commitment to customer trust.
The solution: seamlessly automating privacy at scale
Smartsheet chose Ketch for its ability to automate privacy operations while integrating effortlessly with existing workflows. The implementation began with Ketch DSR automation. The Smartsheet and Ketch teams worked together to introduce automated data subject request (DSR) management, transforming manual processes into an efficient, scalable system:
- Integrated intake forms: Smartsheet maintained their familiar form-based intake system, routing all DSRs through a unified Smartsheet form.
- Streamlined workflows: With an API integration between Smartsheet and Ketch, requests verified by the privacy team could trigger Ketch’s automated workflows with a simple status update.
- End-to-end automation: Ketch handled erasure and access requests across all connected systems, reducing manual intervention and ensuring compliance at scale.
The cookie consent challenge–balancing compliance with end user experience–was also solved with Ketch Consent Management.
Smartsheet customized consent experiences for over 15 jurisdictions, tailoring opt-in/opt-out processes while preserving valuable user data where permissible.
Key features include:
- No-code regulation templates: Ketch includes customizable templates for every major data privacy law and regulation, enabling Smartsheet’s non-technical stakeholders to create, edit, and set policies without custom coding skills.
- Jurisdiction-aware privacy notices: Critical for Smartsheet's diverse customer base, Ketch automatically serves the right privacy experience to the right person, based on their location and applicable privacy laws. No “one-size-fits-all,” Ketch makes customization easy and automated.
- Global identity recognition: Smartsheet benefits from visitor recognition capabilities across various browsers and platforms, enhancing customer experience and compliance.
- WYSIWYG privacy notice customization: With a series of simple clicks, Smartsheet can edit colors, language, and styling of privacy notices to meet marketing team and brand requirements.
“When a new U.S. law goes into effect, Ketch’s no-code platform enables me to make the necessary policy updates in an afternoon. We’re proactive, not reactive, and that’s critical.”
- Samantha Winter, Smartsheet
By aligning with Smartsheet’s existing systems and workflows, Ketch helped the privacy team maintain agility without sacrificing control.
The outcome: scalable privacy operations built for growth
Ketch’s implementation allowed Smartsheet to scale privacy operations efficiently, delivering measurable improvements in time savings, compliance, and team collaboration:
Efficiency and scalability
- 75% Reduction in manual effort: Automating DSR workflows significantly reduced time spent on repetitive tasks, freeing the team to focus on strategic initiatives.
- Flexibility for internal teams: Business stakeholders had the choice to automate processes or manage tasks manually, creating a low-friction, adaptable system.
Regulatory compliance without compromise
- 15+ Jurisdictions Managed Seamlessly: Ketch enabled precise, state-by-state customization for cookie consent, meeting legal requirements without unnecessary data loss.
- Future-Proof Compliance: With new state laws emerging, Smartsheet’s privacy team can preconfigure changes, staying ahead of compliance deadlines.
Stronger stakeholder alignment
- Integrated, transparent tools: Ketch’s API integrations help Smartsheet preserve the privacy team’s existing workflows, ensuring cross-functional alignment and minimal disruption.
“Ketch feels like part of Smartsheet, not a bolt-on system,” said Samantha. “Their pre-built APIs and open webhooks make it easy to configure workflows that meet our business needs–not the other way around.”
Smartsheet has not only scaled their privacy program to handle today’s challenges–they’ve built a foundation capable of adapting to future regulatory landscapes.
By choosing Ketch, they streamlined data subject request handling, simplified compliance across jurisdictions, and empowered their teams with scalable, efficient processes. For organizations navigating the complexities of privacy regulations, Smartsheet’s approach offers a blueprint for success.
