Support Ops Strategy & Tooling: Security & Compliance Insights

Not a day goes by when we hear about security breaches and customer data being compromised at large organizations.  In fact, The Economist has claimed that data has replaced oil as the world's most valuable resource and we believe the same! We are proud to announce that IrisAgent has achieved SOC 2 certification - ensuring that we have proper controls in place to safeguard customer data. However, there is more to this accomplishment than what meets the eye. Let us explore why and what this means to a Support Operations strategy and tooling.  

First the good - Fear of liability from data breaches, winning customer trust, GDPR, and similar governmental and industry regulations have led organizations to take security and compliance seriously.  Leading SaaS vendors thus now ensure a slew of compliance certifications - SOC 2 certification being key to ensuring proper controls to safeguard customer data and how well those controls are operating. Most leading CRMs, DevOps, and Engineering project management and collaboration systems are SOC 2 certified.

The bad - Integrations for Support Ops automation often rely on free marketplace apps, downloads from open-source communities, or bespoke integrations are written in-house.  We all have heard - “A chain is as strong as its weakest link”. These integrations often are not secure and thus become the weakest links. They inadvertently expose organizations to security risks. We at IrisAgent unfortunately often see this with our prospects new to Support Operations.  

The Solution

We wanted to ensure that our customers have the assurance of SOC 2 compliance with our platform and that they have secure processes and tooling for Support Operations. Our customers can now rely on our secure integrations, AI-powered tagging, correlation, and classification capabilities - being assured that when they connect their CRM systems - Salesforce, Zendesk, Intercom, Freshworks to their Engineering and DevOps tools like Jira, PagerDuty or GitHub - these are secure. 

While our customers can be assured of a secure support operations tool, we encourage our prospects to examine their existing integrations and Support Ops strategy. Set up a time with our expert team - we would be delighted to assess the current state and explore how IrisAgent can help!