How a national community bank automated privacy operations for a future-proof compliance program

Facing fragmented privacy workflows and growing compliance complexity, this forward-thinking financial institution turned to Transcend to modernize its data governance infrastructure—eliminating manual DSR processes, tightening cookie compliance, and reinforcing customer trust through scalable, automated privacy operations.

At a Glance

• The customer: A U.S. bank with over $50 billion in assets and a 300+ branch network. Known for its relationship-first philosophy and modern approach to banking, the organization manages large volumes of sensitive financial and personal data.
• The challenge: Outdated DSR workflows, persistent cookie compliance gaps, and limited visibility into their data landscape were driving up operational burden and regulatory exposure—while their existing privacy vendor failed to keep pace.
• Why they chose Transcend: Transcend offered a powerful automation engine, advanced data mapping tools, and real-time cookie visibility—all implemented on a tight timeline and aligned with the bank’s long-term privacy vision.

The challenge: Manual burdens and compliance gaps were slowing privacy progress

As a regulated financial institution, this community-oriented bank is held to high standards under laws like the Gramm-Leach-Bliley Act (GLBA) and California Consumer Privacy Act (CCPA). But outdated privacy workflows were creating unnecessary cross-functional friction, exposing the bank to risk, draining internal resources, and undermining its long-standing commitment to customer trust. Key issues included:

• Fragmented and manual DSR workflows: The team was processing data subject requests (DSRs) completely manually, coordinating data actions across siloed systems. Their current solution offered a “clunky” interface and unreliable service, increasing the risk of missed or delayed requests.
• Cookie compliance gaps: Despite using a leading vendor for cookie consent, recurring audit gaps—like unresolved trackers from Twitter Ads—revealed the lack of real-time visibility. To stay ahead of compliance issues, the privacy team was forced to run manual cookie reviews every month.
• Operational risk from manual processes: Disconnected tools and low automation created a compliance bottleneck, strained internal resources, and opened the door to reputational and regulatory risk.
• Data mapping limitations: The organization lacked clarity on data flows and consent enforcement. With their existing tools, the team wasn’t confident that all gaps were identified and addressed.
• Tight timelines for change: With just 2–3 months to integrate with their enterprise data warehouse, they needed a partner who could support rapid migration without sacrificing quality.

These challenges made one thing clear: privacy wasn’t just a compliance function and couldn’t be effectively addressed with a patchwork of point solutions. It needed to be treated as a strategic layer of data infrastructure—one that protects customer trust, ensures compliance, and supports scalable growth.

The need: A secure, automated privacy platform built for relationship-centered financial services

This bank’s brand is built on long-term, trust-based relationships. As its public privacy statement makes clear:

“We develop trust and build mutually beneficial relationships by respecting your privacy and your choices.”

In financial services, privacy isn’t just a compliance requirement—it’s a key pillar of customer loyalty and brand integrity. With that in mind, the bank wasn’t simply searching for a new tool. It was seeking a secure, automated privacy foundation that could scale with its mission and meet today’s regulatory demands.

What they needed:

• Automated DSR fulfillment to eliminate manual workflows and reduce the risk of delays or missed requests.
• Real-time cookie visibility and control to proactively address third-party tracker issues and replace manual monthly audits.
• Robust data mapping and consent enforcement to clarify where sensitive data resides and how it's governed.
• Fast, seamless integration with enterprise systems—especially their data warehouse—under tight timelines.
• A future-ready privacy framework to support ongoing regulatory change, from GLBA and CCPA to emerging state and federal laws.

This was a cross-functional, business-critical initiative—touching privacy, IT, compliance, security, and data governance. It wasn’t just about improving operations. It was about reinforcing the bank’s core promise: protecting customer trust in every interaction.

Why Transcend: A strategic fit from the first conversation

As the bank evaluated privacy platforms, the bar was high. The right partner needed to be secure, automation-first, and aligned with a privacy posture rooted in trust. Just as importantly, the solution had to go beyond the limitations of their legacy vendor and deliver measurable improvements from day one.

Transcend quickly emerged as the clear fit—not only for its technical strength, but for its transparency, domain expertise, and shared commitment to long-term customer trust.

Why the bank chose Transcend:

• Strategic, compliance-forward guidance: From the first conversation, Transcend brought tailored recommendations that elevated privacy beyond compliance—positioning it as a driver of trust and efficiency across the business.
• Depth beyond feature parity: Transcend offered more than a checkbox solution. Its platform automated directly at the data layer, removed workflow bottlenecks, and introduced intuitive defaults that stakeholders described as “more streamlined and logical.”
• Real-time web compliance: Instead of relying on manual cookie audits, the team gained dynamic scanning and automated alerts—providing real-time visibility into cookie behavior and data flows.
• Smooth path off legacy systems: Migration was a key concern. Transcend delivered a clear, phased plan for replacing the bank’s existing vendor, backed by references and a hands-on implementation team.

From the start, Transcend showed up as more than a software provider. It became a trusted partner—combining technical rigor with a deep understanding of financial data governance, and a shared focus on building privacy programs that scale.

​​The path forward: Operational efficiency, trusted relationships, and scalable compliance

Transcend’s implementation marked a pivotal shift in the bank’s privacy program—moving from fragmented, reactive workflows to a unified, future-ready privacy foundation.

With Transcend, the bank is now positioned to:

• Reduce manual effort and operational friction: Automating previously manual processes frees up internal teams to focus on strategic initiatives, not repetitive tasks.
• Enhance data governance at scale: Centralized visibility and enforcement ensure privacy policies are consistently applied across systems, strengthening data control and reducing risk.
• Deepen customer trust: Privacy practices now reflect the institution’s values—demonstrating transparency, respecting individual choice, and reinforcing the bank’s long-standing reputation for integrity.
• Future-proof regulatory compliance: With adaptable infrastructure in place, the organization can confidently navigate evolving laws like GLBA and CCPA—replacing reactive compliance with proactive readiness.

By investing in modern privacy infrastructure, this bank isn’t just meeting today’s standards—it’s setting the tone for what trust and accountability should look like in financial services.