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Work in progress

Contents

Scenarios via Support Tool

Scenario 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 Agent locates the account using the current email address in the Support Tool

  • Customer Support Agent enters the new 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

  • 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 systems

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 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 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

  • 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

  • New email address is updated in Airtouch and Homeria delivery systems

1.4. Guest submits request 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 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.

Scenario 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 Agent locates the account using the current email address in the Support Tool

  • Customer Support Agent enters the new 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

  • 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

  • New email address is updated in Airtouch and Homeria delivery systems

Scenarios 1.2 to 1.4 would follow the same pattern.

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