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

• Compliance 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 preference is kept

• The existing ticket-based process to update Homeria and Salesforce is carried out for the new email address.

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

• Compliance 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

• Compliance Agent verifies the guest identity using procedures defined by RBIberia

• If the Compliance 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.

• Compliance 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 Compliance 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

• The existing ticket-based process to update Homeria and Salesforce is carried out for the new email address.

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

• Compliance 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

• The existing ticket-based process to update Homeria and Salesforce is carried out for the new email address.