Page Comparison

Guest with a BK ES account contacts Customer Support via email and asks for their email address to be changed to a new one

• Customer Support Agent locates the account using the current email address in the Support Tool

• Customer Support Agent enters the new email address. The email input supports email validation.

• An email is sent to the guest’s new email address, with a confirmation link/button

Guest clicks on the confirmation link/button

• New email address is updated in the guest account

• An email is sent to the guest’s old email address, confirming the change

• New email address is updated in BK ES CRM (including Braze). The existing marketing opt-in/out is kept

• New email address is updated in PLK ES CRM

• New email address is updated in Homeria delivery systems

Guest with a BK ES account contacts Customer Support via email, using their new email address, and asks for their old email address to be changed to this one

• Customer Support Agent asks the guest to place the request via their old email address, to verify their identity

Guest says they don’t have access to their old email address anymore

• Customer Support Agent verifies the guest identity using procedures defined by RBIberia

• If the Customer Support Agent is satisfied that the request is genuine and not an attempt of fraud, s/he enters the new email address on the Support Tool. The email input supports email validation.

• Customer Support Agent has the choice to flag this account as not having access to their old email address

• An email is sent to the guest’s new email address, with a confirmation link/button

Guest clicks on the confirmation link/button

• New email address is updated in the guest account

• If the Customer Support Agent flagged the account, payment methods are deleted (to prevent fraud)

• An email is sent to the guest’s old email address, confirming the change

• New email address is updated in BK ES CRM (including Braze). The existing marketing opt-in/out is kept

• New email address is updated in PLK ES CRM

• New email address is updated in Homeria delivery systems

Guest with a BK PT account contacts Customer Support via email and asks for their email address to be changed to a new one

• Customer Support Agent locates the account using the current email address in the Support Tool

• Customer Support Agent enters the new email address. The email input supports email validation.

• An email is sent to the guest’s new email address, with a confirmation link/button

Guest clicks on the confirmation link/button

• New email address is updated in the guest account

• An email is sent to the guest’s old email address, confirming the change

• New email address is updated in BK PT CRM (including Braze). The existing marketing opt-in/out is kept

• No other brand’s CRM systems are updated

• New email address is updated in Airtouch and Homeria delivery systems

Customer navigates to their Account Info screen

Account info screen is displayed

Customer chooses to change their email address

The customer is able to enter a new email address

Customer enters a valid new email address

• The customer sees an OTP input screen.

• An email message with an OTP code is sent to the new email email address.

Customer opens their mail app

• Customers sees an email with the OTP.

Customer returns to the whitelabel app and enters the correct OTP code

• Customer sees the Account Info screen, with the new email updated in their account.

• An email message is sent to the previous email address, informing the customer that their account was updated.

• The new email address is updated in the BK ES CRM (including Braze). The existing marketing opt-in/out is kept.

• The new email address is updated in PLK ES CRM.

• The new email address is updated in Airtouch and Homeria delivery systems.

Customer navigates to their Account Info screen

Account info screen is displayed

Customer chooses to change their email address

The customer is able to enter a new email address

Customer enters a valid new email address

• The customer sees an OTP input screen.

• A message with an OTP code is sent to the new email email address.

Customer opens their mail app

• Customers sees an email with the OTP.

Customer returns to the whitelabel app and enters the correct OTP code

• Customer sees the Account Info screen, with the new email updated in their account.

• An email message is sent to the previous email address, informing the customer that their account was updated.

• The new email address is updated in the BK PT CRM (including Braze). The existing marketing opt-in/out is kept. No other CRM systems are updated.

• The new email address is updated in Airtouch and Homeria delivery systems.