Built Environment & Infrastructure Risk Management
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In Part 1 of this series, we explored why collaborating with the right experts is critical to the success of any modern eDiscovery process. In this segment, we take you on a journey into how this approach played out for a multinational corporation facing tight regulatory deadlines.
When a client faced the daunting task of collecting, reviewing and producing over a million Zendesk tickets under a tight regulatory deadline, they knew that their legacy systems were not fit for purpose.
A customised solution, built by a team of expert implementation partners, turned what could have been discovery chaos into a systematic and speedy regulatory resolve.
The client, a multinational enterprise, received a regulatory inquiry involving a complex, high-volume dataset. Not only did it need to secure and analyze over a million Zendesk customer service tickets, but it also had to ensure each record retained critical metadata and tagging. This data had to be delivered in a format acceptable to the regulator within two months.
The stakes were high: delays, formatting errors or missing information would have triggered compliance penalties and increased exposure for the client. To add to the pressure, the project fell due during the holiday season, a period marked by limited internal resources.
Immediately, the Control Risks team brought together experts in data analytics, custom development and eDiscovery project management. Rather than locking into a single prebuilt workflow, the team mapped the project to fit both the unique data structure of Zendesk and the legal team’s strategic review needs. The team’s approach involved:
Our conversation provided the client with a structured view of its data, offering clear visibility into conversations and support actions. More importantly, it enabled the regulator to easily upload and analyse the data within its own systems.
As review began, the legal team realized more context was needed: specific attachments, special tags and linkage to original Zendesk records. Since the processes and development groups at Control Risks were working side by side, they adapted the workflow without discarding previous work. When new needs emerged, features and datasets were layered in on top of the originals, giving the team the ability to continue the review without losing ground.
One of the most valuable aspects of this partnership was the deep integration between technical experts and project managers who understood the legal workflow. This meant requirements for defensibility, review readiness and production compliance were always front and center. Every technical innovation was immediately checked against what the legal team actually needed for the matter and the ultimate production.
The balanced and responsive approach paid off. Within two weeks of starting the collection process, the team delivered the first batch of tickets to kick off the review. Ultimately, the full set involved more than a million Zendesk records and over 200,000 were produced by the regulatory deadline. The client succeeded in meeting all compliance requirements and avoided costly rework or backtracking.
This project proved that customized eDiscovery processes save time, reduce costs and deliver high-quality results.