Managing Privacy When Loading Leads
Signing The Privacy Policy
The privacy of your customers data is very important, and if a dealer falls short of their privacy expectations they can incur large fines. Privacy rules differ by country so make sure you are up to speed with what the relevant privacy laws are for your country. At AutoPlay we include the ability to upload a Privacy Policy PDF which salespeople can use to disclose to customers what is being done with their data, how it is being used and any other relevant information.
if the customer is with you at the time it is recommended that salespeople present the Privacy Policy to the customer to sign by clicking on the 'VIEW & SIGN' button in the 'Privacy Policy' section as pictured below. The Privacy Policy Terms and Conditions document will open in a viewer which can be used to scroll through the PDF document if it is multiple pages.
Once your customer has read the Privacy Policy you can click/tab on the 'Signatures' tab in order to sign the T&C's. If you are on a smartphone or tablet you can use your finger or a stylus to record the signature. If you are on Desktop it is possible to sign the document using your mouse.
When you sign Privacy Policy T&C's when viewing the lead this will be marked as Privacy Policy Accepted on the View Lead screen. If you open up the signature this will be date and time stamped when the Privacy Policy was accepted. If you have the Audit role when you view the Audit from the action menu, you will see 'Privacy Policy Accepted change from 'False' to 'True'.
Adding/Updating A Privacy Policy Document
The Privacy Policy document is a PDF that can be loaded via Settings>Listing Settings>Images. You can find out more about adding Privacy Policies HERE.
GDPR Compliance
In order to expand to the UK we've made a number of changes to become GDPR compliant. The first step in this journey is to improve the way we manage signing the Privacy Policy and specifying which channels customers have agreed to be communicated with. This represents a higher level of privacy compliance and is available to the UK, NZ and AUS markets.
To enable GDPR level privacy compliance you require the 'Privacy Enhanced' role. This role is an account level role with no make, yard, user or manager level settings. Adding the role to the account will enable GDPR compliant Privacy functionality across the entire account.
With the role enabled on the New Lead screen the normal 'Opt In' check box has disappeared, but you will see a drop down for 'Preferred Contact Method'. This option allows a customer to specify how they would like to be contacted and is distinct from the Privacy opt in options.
Unlike the basic approach, with the Privacy Enhanced role enabled it is compulsory to 'VIEW & SIGN' the Privacy Policy - click on the green button to do so. The normal PDF T&C's will displayed that you have loaded to your account (click HERE to find out how to set up Privacy Policy T&C's).
Clicking/tapping on the 'Signatures' tab will revel a basic disclaimer that you can agree or decline. The Privacy Statement can be up to 500 words and can be set up in the 'My Company' or 'My Yards' screens under the 'Privacy Options' accordion.
If you do NOT agree to the T&C's and the Privacy Statement you will still be able to create the lead. However the customer will clearly be marked as 'Opted Out' and will not be able to be sent any bulk Live Leads, Email Campaigns or SMS. You will still be able to send individual 1:1 communications to this customer to follow up their inquiry, but you must be careful to not communicate with any unsolicited messages.
If you AGREE to the T&C's and Privacy Statement you will then see a series of channels and contact methods.
- Privacy Channels - The Privacy Channels are completely customisable. You can add Privacy Channels in Settings>Sales Pipeline Settings>Privacy Channels IF you have the Manage Company role. The default values are 'Vehicle Sales', 'After Sales' and 'Marketing & Promotions' but you can tailor these to your dealership for the type of communications you want to have with your customers. Find out more about setting up Privacy Channels HERE.
- Contact Methods - The Contact Methods run along the top of the screen and are fixed to 'Phone', 'Mobile', 'SMS', 'Email' and 'Post'. These are the methods that your customer is willing to be contact via. Please note that this differs from a 'Preferred Contact Method' - it is entirely possible a customer might be willing to be contacted by Phone and Email, but his preferred method is email.
To set up your customers Privacy Channels simply tick all the relevent channels and methods the customer is willing to be contacted by. Due to GDPR law we are not able to automatically tick these options. Once you have completed this, sign the popup and 'SAVE'
Once you have created your lead you can view the customer record to edit their privacy settings if required.
If you have selected a customer record when you sign Privacy Policy IF that customer has already ticked this before on a previous lead, or in the Contact screen then these should be already populated when the Signature screen is loaded.
If the Privacy selection is set BEFORE selecting a customer record then we need an additional warning like we do when we do an OCR. "The Privacy options you have selected differ from what was previously set against this customer record. Please confirm you wish to update the customers Privacy options". This should show what was already set against the customer compared to what has just been selected.
When capturing Leads from an external website, or another 3rd party system such as a DMS AutoPlay will default to treat the external provider as the source of truth if data is provide (unless specified). You can view a list of changes to Privacy information in the Contact screen via Audit in the grey action menu.
The Right To Be Forgotten
One of the principles of GDPR is the right to be forgotten. If a customer calls and wishes you to delete them from the database you can select the 'Anonymise Data' option in the Contact record. This will keep the Contact record but will replace all the customer details with XXXX on all Contact, Propsect, Lead, TD, Appraisal and Write Up Forms. Where a customer has signed a Form this will be retained.
This option is only available when the 'Privacy Enanced' role is enabled.
NOTE - You can also set up an Automated Privacy Disclaimer Email/SMS that is triggered on all new leads and will be sent to the customer to direct them to your full Privacy Policy on your website. Read more about this functionality HERE
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