...

• 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

...

1st 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

• Be able to unblock the account. If there was a mistake or if the customer requests to unblock the account, the agent must be able to undue it.

EMAIL NOTIFICATION

• 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.”

The message should always include the form to redirect to the contact form.

• The blocking is visible on the admin tool and data logs, for visibility and traceability:

  • When it was blocked: day and hour.

  • Who blocked: identify the customer support agent who performed the action.

  • Blocking reasons and open text comments.

• Be able to unblock the account. If there was a mistake or if the customer requests to unblock the account, the agent must be able to undue it.

  • Unblocking reason (mandatory field)

    • This is an open text box, so the agent can explain the unblocking reason. As there are many different reasons, there won’t be a predefined list.

• When the account is unblocked the customer receives an email notification message.

  • Email message: “Estimado cliente

    Le informamos que una vez revisado el posible uso fraudulento se ha procedido a desbloquear su cuenta.

    Para cualquier información por favor póngase en contacto con Atención al Cliente a través de nuestra web www.burgerking  o nuestra App.”

The

...

When it was unblocked: day and hour.

...

Who unblocked: identify the customer support agent who performed the action.

...

message should always include the form to redirect to the contact form

OTHER APPS:

• WL

• Kiosk

• POS

• Call center: there will be an exception as we can’t block customer account through call center.

• Braze

...

• The customer account blocking information should be tracked.

• There should be a tracking applied to the blocking message, so we can register that the customer actually got the blocking message notification.

Scope for the 4th deliverable:

• 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.

• The blocking is visible on the admin tool and data logs, for visibility and traceability:

  • When it was blocked: day and hour.

  • Who blocked: identify the customer support agent who performed the action.

  • Blocking reasons and open text comments.

• Unblocking reason (mandatory field)

  • This is an open text box, so the agent can explain the unblocking reason. As there are many different reasons, there won’t be a predefined list.

• The unblocking is visible on the admin tool and data logs, for visibility and traceability:

  • When it was unblocked: day and hour.

  • Who unblocked: identify the customer support agent who performed the action.

  • Unblocking reason.

📈 Success Metrics

...