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What are the goals the opportunity is going to address |
- Due to GDPR, it’s recommended to use two difference storage instances: one for customer data and another one for user data. The admin tool already has a customer data repository. To store and show the user tracking historical data, it’s necessary to create a new service to save this type of information. As this requires additional scope/ effort, which was not considered during Q2 planning, we decided to move forward splitting this deliverable into different milestones.
- Milestone 1 (end of Q2): Be able to block and unblock customer accounts, without tracking on support/ admin tool. We will only keep technical logs to be consulted if necessary. This is the scope of this first deliverable and will be developed by the Iberia dedicated team
- Next milestones: 2- Be able to change email addresses associated to a customer account (INTL team - Users; ETA: end of Q3); 3 - Create a new service to store the users data, including the email changes (INTL team - Users; ETA: mid of Q4); 4- Be able to track the user data related with (un)blocking customer accounts and show it on Admin/support tool ( Iberia dedicated team; ETA: end of Q4).
Scope for first deliverable:
ADMIN TOOL
Be able to block the account. This account won’t be able to place any more orders this brand. Blocks the account only for one brand. Blocking the account means that: the customer can’t place more orders, can't access the account, can’t use the loyalty benefits and all other features that might be available when they were logged in.
Blocking reason: to block the account, the customer support agent must choose include the blocking reason.
List of blocking reasons (mandatory field)
fraude cliente
fraude empleado
incidencia
add an open text box (optional field)
if the agent wants to explain more details, there will be an open box text to add those details.
Confirmation page: to avoid human error, a confirmation page must be shown to the agent, to validate that this is the action that s/he wants to perform.
Only the customer support team will be able to block customer accounts.
Status colour Green title new
When the account is blocked the customer receives an email notification message.
Email message: “Estimado cliente
Le informamos que su cuenta ha sido bloqueada temporalmente al detectar un posible uso fraudulento . Si cree que ha sido un error o desea más información por favor póngase en contacto con Atención al Cliente a través de nuestra web www.burgerking o nuestra App.”
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