Adidas case highlights importance of data governance and security in cloud-based service and telephony systems

On May 27, Adidas confirmed that it suffered a consumer data breach due to a security failure at a third-party customer service provider. The incident has reignited concerns about the risks of lacking control and traceability in business communication channels, particularly in cloud telephony and digital customer service systems. According to experts from VIP Solutions, a leader in CRM-integrated telephony, security in these systems depends directly on the data governance adopted by companies, not just on the technology used.

With the advancement of digitization and the increased use of cloud telephony, the need to protect information transmitted through these systems is also growing. Sensitive customer data, negotiations, and strategic information are transmitted daily through phone calls and WhatsApp support, placing data security and governance at the core of companies' technological decisions.

According to VIP Solutions, a company specializing in CRM-integrated telephony solutions, a secure system depends not only on cloud infrastructure but also on how it is managed, monitored, and integrated with the rest of the company's processes. "Today, cloud telephony is a strategic business channel. Therefore, it is not enough to function; it must function with security and traceability," says Kathia Alves, CEO of VIP Solutions.

Among the main risks for companies that do not treat customer service systems with security and governance criteria are:

• Leakage of customer data;
• Call recordings without access control;
  
• Failures in service traceability;
  
• Inadequate data storage;
  
• Exposure to cyber attacks due to vulnerabilities in integrated systems.
  

"Companies with active and receptive customer service that use different tools to serve customers without any central control face serious risks. This not only harms the customer experience but also opens doors to security failures," explains Kathia Alves.

VIP Solutions argues that security begins with governance, and for this, it is necessary to know which channels are active, what data is collected, and who has access to it. The company offers solutions that:

• Integrate all telephony (landline, mobile, and WhatsApp) into a single management dashboard;
  
• Control service history with traceability;
  
• Store recordings on secure servers;
  
• Allow setting user-specific access permissions;
  
• Provide managerial reports and performance indicators.
  

"By unifying telephony into a manageable system, the company gains efficiency and security at the same time," says the CEO of VIP Solutions.

Another critical point is compliance with the General Data Protection Law (LGPD). Much of the data collected by phone or WhatsApp is considered sensitive and therefore requires clear policies for collection, storage, and deletion. With well-structured cloud systems, it is possible to maintain this control and avoid fines or reputational damage.