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Communicating contact information

Contact information details are used when communicating with customers from every module in the system. You can use tags (text that is automatically replaced by values specific to selected records) for all communications. Tags are available for selection by typing '#'. 

Refer to the Communications manual for a complete list of contact information tags.

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GDPR GDPR

Complying with GDPR

Contact Consent State

Each contact information has a state/status associated to their consent which is one of the following:

• Pending: Contact has not yet provided their consent 
• Accepted: Contact has provided their consent
• Rejected: Contact has rejected the consent
• Withdrawn: A contact who previously provided their consent, withdraws it

Through the Consent Settings available in the Contact Information Definition, you can set up how data of contacts can be manipulated according to the state the consent is at, except the case where the contact has provided their consent (Accepted) in which case there are no restrictions or options to restrict it. In any other case the following options are available:

• Complete functionality: Indicates that the contacts and the actions applicable on them are fully functional.
• No functionality allowed: Indicates that no further actions can be applied on these contacts but they will exist as contacts in the system. (Only available for 'Rejected' and 'Withdrawn' states)
• Anonymize Contact: Indicates that contacts will be fully anonymized and no longer functional in any way (Only available for 'Rejected' and 'Withdrawn' states)

A contact's consent state (apart from Pending' which is the default state) can be captured in the system in 3 ways

1. By using the dedicated action in the Contact information page Actions > Add Consent Form in which case the consent state can be selected and the consent form can also be uploaded
2. By using links available in emails or SMS sent to the contacts through which the contact can either accept or reject the consent. For more information on using the Links refer to Communications
3. Through a third part system such as a portal or mobile app which can make use of the associated WEB APIs

Contact Consent Form

A contact consent form can be attached on every contact through which their consent can be verified. The consent form can be individualized, for example, a scanned copy of a signed accepted consent form or a global consent form which is the same for all contacts and can be selected through the attachments library. 

If the form is individualized then it can be added by using the dedicated action in the Contact information page Actions > Add Consent Form in which case a consent form can be uploaded or selected through the attachment's library (global). If however the consent form does not need to be individualized, then set the consent form in the Contact information Definition Consent Settings and the selected form will be automatically attached to all contacts

Requiring re-consent

Consent forms may be updated through the time thus it may be mandatory to require re-consent from the contacts.  This is possible by using the action available in the Contact Information Definitions data entry page 'Require Re-Consent'. This is applicable only for contacts that have either accepted, rejected or pending consent state.  Once the action is selected then the following information are updated

• Consent State: Pending
• Consent Updated Date: empty
• Consent Form: update it with the new attachment

The affected Contacts are then considered as "Pending Consent" and the respective functionality applied on the Contact Information Definitions is applied.

Anonymizing Data

Anonymization process is vital to GDPR compliance. Once a contact is anonymized then any CRM.COM functionality is not possible. In greater detail the following actions are no longer functional

• Updating or executing any action on the Contact Information
• Creating, updating or executing any action on the Contact's related Accounts
• Creating, updating or executing any action the entities (Service Requests, Activities, Jobs etc.) which are related either to the Contact Information or the related Accounts
• Executing any processes which are related either to the Contact Information or the related Accounts such as Provisioning Runs, Payment Gateway Runs etc.
• If any financial transaction is imported to the system and is related to an anonymized accounts receivable then it should be posted on the System's Suspense Account instead (available through Accounts Receivable Definitions)

A contact information can be anonymized in the following three ways:

• Through the dedicated action in the Contact Information data entry page (if the anonymization process is enabled in the Contact Information definition)
• Through the batch process that can be executed through the Contact Information Definitions
• Once the Contact rejects or withdraws consent and the Consent Settings of the Contact Information definition were configured so as to anonymize the contact

In order for the contact information to be anonymized a set of conditions must be met:

• The contact must not be a User, related to a group (internal or partner) or related to a unit (internal or partner)
• The contact does not own a non terminated subscription, relates to a pending job, activity, service request or lead
• The contact does not relate to a pending un-processed RBIs, or an un-posted Financial Transaction
• The conditions set in the Contact Information Definition Anonymization settings

Exporting customer data

Information associated to each and every contact can be made available to them through a printout which optionally it can be sent to them through an email.

Communicating contact information

Communications can be created and sent to the contact information either manually or triggered by an event taking place in the system, such as the creation or the update of the contact information. You can use tags related to contact information (text that is automatically replaced by values specific to selected records) when creating communications. Tags are available for selection by typing '#'. Additionally dynamic links can be added to these communications (dynamic link communication tags) which enable the customer to either accept or deny consent to the usage of their personal data.

Refer to the Communications manual for a full description of how to use communications, a complete list of contact information communication tags as well as specific information on how to use dynamic links.

Keeping an Audit Trail

Audit trail of any action associated to the accessing of any record is now kept in the system along with the option to view a complete list of the audit log. Additionally reports are now available which display a list of the audit trail logs of a specific Contact Information and its related Entities (Accounts Receivable and Rewards Participant and another one to display the changes performed on a contact information by a specific user. 

For more information on Audit Trail refer to Security Management

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contact_preference contact_preference

 Contact notification preferences

Contacts can opt-in and out of communications regarding direct (in-house) and affiliate (partner) marketing campaigns.  Contacts do not have the option to opt out of communications regarding financial matters, such as bills.

It is possible to override contact preferences, when it is imperative to communicate important information.