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

• The existing ticket-based process to update Homeria 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

• Customer Support 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.

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

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

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 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.

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

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

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,

• agent who performed the update,

• flag that indicates whether there was access to old mail,

• old email and

• new email.