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Scenarios via Support Tool

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Access control

  • All Customer Support agents will be able to see the email change history and search for guest accounts using either their current email address, or any email address they have used in the past.

  • Only Customer Support Agents with compliance permissions will be able to change a customer’s account email (we will refer to these as “Compliance Agents”).

  • Compliance permissions will be assigned to individual users using the Support Tool's permissions management function.

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image-20240528-134403.pngImage Added

Scenarios

1. BK ES guest asks for email to be changed

1.1. Guest uses their old email address

Steps

Expected results

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 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

  • New email address is updated in PLK ES CRM

  • New email address is updated in Airtouch and Homeria delivery systemsThe existing ticket-based process to update Homeria and Salesforce is carried out for the new email address.

1.2. Guest uses their new email address

Steps

Expected results

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 Compliance Agent asks the guest to place the request via their old email address, to verify their identity

Guest sends the request from their old email address

Same as 1.1.

1.3. Guest does not have access to their current email address

Steps

Expected results

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 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

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

  • If the Customer Support 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 ToolCustomer Support . 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 Customer Support 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

  • New email address is updated in PLK ES CRM

  • New email address is updated in Airtouch and Homeria delivery systemsThe existing ticket-based process to update Homeria and Salesforce is carried out for the new email address.

1.4. Guest submits request via phone

Info

This step applies to markets that offer customer support via phone.

Steps

Expected results

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

  • Customer Support Compliance Agent asks guest to submit the request using their old email address, for identity verification purposes

Guest sends the request from their email address

Same as 1.1. or 1.3.

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2. BK PT guest asks for email to be changed

Steps

Expected results

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 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 updatedNew email

  • address is updated in Airtouch and Homeria delivery systemsThe existing ticket-based process to update Homeria and Salesforce is carried out for the new email address.

Info

Scenarios 1.2 to 1.4 would follow the same pattern.

3. Customer Support Agent searches for email changes

Steps

Expected results

The Customer Support Agent types a customer email in the email change log

The Customer Support Agent sees a list of email changes, with the following information

  • Date

  • Time

  • Compliance Agent who performed the update

  • Flag that indicates whether there was access to old mail

  • Old email address

  • New email address

Additional requirements

  • When looking at the email change history, customer support agents must be able to view the following information: (1) date, (2) time, (3) user who performed the update, (4) flag that indicates whether there was access to old mail, (4) old email and (5) new email. This is necessary to:

    • Resolve incidents related to email changes, and

    • Search for order incidents in Salesforce Service Cloud, since records on Salesforce will continue to be related to the old email address.

  • Guests of any RBIberia brand can submit requests to change their email address using https://rbiberia-canaletico.appcore.es/

  • Updates across brands, related to [Archived] Cross-Brand Opt-In, are out of scope for the moment, since this feature is not live yet.