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Protecting customer trust: how our client avoided a costly GDPR breach with Roq’s managed service
When our client upgraded its systems to enable at-home eye test bookings, Roq was engaged to provide structure, testing expertise, and risk mitigation. Through our Managed Service Solution, we established a tailored testing approach, identified a critical GDPR compliance issue before go-live, and helped ensure a secure and successful system launch.
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OUR CLIENT
Our client is a leading supplier of eye care products and services, with 1,800 stores and more than 32 million customers worldwide. It has more than 2,400 partners and 30,000 people working across stores, support offices, and the international supply chain.
THE CLIENT CHALLENGE
The internal system upgrade was designed to support a vital new customer service - at-home eye test bookings - but lacked foundational testing preparation. Our client faced several urgent challenges:
No pre-existing test plans or requirements for the upgraded platform.
Limited internal testing knowledge, with only one available subject matter expert.
High regulatory risk, including potential GDPR breaches, without structured validation.
WHAT WE DELIVERED
As part of our Managed Service solution, provided the leadership, structure, and hands-on expertise needed to turn an unscoped system upgrade into a safe, confident delivery. We focused on enabling compliance, building clarity, and closing risk gaps:
Defined test requirements and created structured test cases from the ground up.
Introduced a semi-agile delivery model to accelerate delivery and improve flexibility.
Maintained clear and continuous engagement with the client SME to close knowledge gaps.
Discovered and escalated a critical GDPR flaw, where revoked consent still resulted in data retention.
CLIENT IMPACT
Our client was able to move forward with clarity and confidence, knowing that key risks had been addressed before release. As a result, they saw several critical benefits:
A major GDPR breach prevented, by identifying and resolving a defect in how customer consent was handled.
A fit-for-purpose testing approach established, enabling the team to validate the system effectively.
A successful on-time go-live, allowing the business to safely offer at-home eye tests to customers in need.
To find out how Roq’s Managed Service solution can support your business, contact our experts at ask@roq.co.uk.
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