Gaining consent with text, email, telephone or direct communication
GDPR Data Safe Platforms
GDPR Data Safe Platforms are unique in that the communication with customers can be achieved from the individual data information screen. Text, email or telephony are easily actioned and recorded for reporting purposes.
The practical benefits of the communication features all being in one place allow a truly responsive and flexible approach to customer engagement. Without moving between screens or travelling to a service web site an operator can continue to engage with a call and send a text or email to confirm consent, then additionally send product information.
Operating a Plugin software service or downloading from a CRM to a standalone solution is often a skill set in itself and under GDPR presents regulatory and security challenges. We have simplified the task of text messages or email to work from the same location and all of the history of the communication with a customer is as the data record.
Currently our software operates in the Motor retail, Leasing and General Goods industries. Data can be passed directly from online forms, websites, data blocks or inputted directly in to the system. Once in the platform communication is often driven by the support or sales workflows.
Specific – granular consent is required under Article 6 Lawfulness of processing
Processing shall be lawful only if and to the extent that at least one of the following applies
(a) The data subject has given consent to the processing of his or her personal data for one or more specific purposes
(7) Consent should be given by a clear affirmative act establishing a freely given specific informed and unambiguous indication of the subject’s agreement to the processing of personal data relating to him or her, such as by a written statement, including by electronic means or oral statement. This could include clicking a box on the internet,
Engaging with customers
As a customer engages with a company the nature of enquiry can change from general to a specific product or service enquiry and then from enquiry to an order or sale. The response for consent needs to be as responsive as the interaction.
The retailer may choose a verbal confirmation of consent, whereby they would mark this as having taken place on the individual customer record. The system will save that action along with the call recording if enabled ,therefore acting as electronic time stamp and consent proof.
Retailers may provide pamphlets explain consent and adopt a signature as the demonstration of consent, again the action can be confirmed on the customer record within the system and filed electronically or as an individual physical record , the system will time stamp and assigning electronic proof.
The system is organized in a way that records the operator logging information and the time and date. Records cannot be added without the confirmation of consent being actioned.
The next interactive consent is a distance conversation or correspondence. The customers can respond to text or email with an affirmative confirmation having understood the specific nature of the purpose that they are consenting to.
For example Operator 1 is engaged with an inbound call that is a general enquiry of the company products. E.G. They wish to lease a car
The operator can requests verbally using an agreed script that the customer is happy for the company to hold that information for the purpose of sharing information on the car leasing products and pricing.
The operator having entered the basic customer details then selects customer consent on the system and the system sends a unique authority code by email and text.
The customer then receives a text and email and confirms the authentication code
Consent for enquiry Text example
Please use the Authentication Key L4MBN3 to confirm your consent for Enquiry. Reply with STOP to request stop at anytime.
Consent for enquiry Email
Subject: Authorisation Key to confirm your consent for New Enquiry Data
Hello Mr Carter,
2C63FQ Please use this key to confirm your consent to the use of your data that you have understood or signed the GDPR form that confirms that you agree to our Data Protection and Data Storage Policy for your Enquiry
You can click here to request STOP at anytime..
Customer then confirms Consent code
The customer then confirms via text, telephone or email the authentication code
Following the consent code being correctly inputted the status and data are saved in the system