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How to fully anonymize a customer account

Answered
Francesco Torchia
Edited
  • Account name: Porsche Cars Great Britain Ltd
  • Region: EMEA
  • Client version (Enterprise): 26.1
  • Description of the issue: Customer requires full anonymization of two accounts across accounts, orders, documents, notes, and related records.
    Accounts cannot be purged due to linked historical orders.
    Standard options (inactive/hold status, removing bill‑to contact, closing service orders) do not anonymize data and are not acceptable for compliance.
    Customer is requesting confirmation of a supported anonymization workflow or guidance on whether a backend anonymization script is feasible.
  • What you've already tried or suggested. Why does this not work? The request was forwarded to Ts, but the feedback was that it's out of their scope.
  • Business impact if not resolved: It doesn't impact their daily work, but it needs to be solved.
  • Links to articles where you've looked for solutions and also other steps you've taken to research the issue:
    https://supportcenter.ungerboeck.com/hc/en-us/articles/204848098-Search-Add-and-Manage-Accounts-and-Contacts

    Pieter Fourie Mike Schepker Satya Ram Nukala Nicole Loh 

Comments

3 comments

Date Votes
  • Mike Schepker

    There were talks when GDPR was first implemented to have an anonymization process for accounts that could not be purged. I don't know whatever happened with that because that was a CRM project and not a team I was on. Probably a question for Product. Seth Halvaksz 

  • Seth Halvaksz

    This post has the background

    https://documentus.zendesk.com/hc/en-us/community/posts/32740776334871

    This would likely need to go to tech services for an anonymization request.  Here's the process.

    1. Ask what data from which time period that needs to be removed from the DB
    2. Once customer information received, CSM to email privacy@gomomentus.com with the details
    3. Engineer to assist TS in creating SQL to anonymise and delete the data requested
    4. SRE/TS team to executive the SQL 
    5. Data that is no longer required is removed from the customer’s DB
  • Francesco Torchia

    Thank you, Seth Halvaksz !

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