WaveAccess Family helped to protect data of participants of the loyalty program of SPAR supermarkets and supermarkets

2019: Data protection of participants of the loyalty program of SPAR supermarkets and supermarkets Family

On July 23, 2019 the company WaveAccess announced that specialists of the company helped to configure individual process of interaction between management system for the loyalty program Manzana Loyalty and AUTOMATIC TELEPHONE EXCHANGE Asterisk for "Robot x". Robot x company – operator of the loyalty program Club of Friends which integrates buyers of supermarket chains SPAR and supermarkets "Family" in Kaliningrad and Kaliningrad region. Integration CRM- systems with telephony external contact center it is organized using the connector customized under business logic and functional technical requirements of the customer. The integration solution ensures security also safety data of participants of Club of Friends.

Service of participants of the loyalty program Club of Friends is implemented in Manzana Loyalty, the information management system by programs of loyalty based on Microsoft Dynamics 365 and Microsoft SQL Server. Clubmen receive the reference information (registration and activation of the club card, refining of conditions, change of data, etc.) in contact center which services are provided by the third-party contractor.

The Robot x company which is responsible for program management of loyalty and its development needed to ensure safety and safety of personal data of holders of club cards due to access restriction to them from operators of external contact center. The problem was solved by implementation of the customized integration solution WaveAccess.

Specialists of WaveAccess configured the scheme of interaction of telephony and the CRM system which allows to guarantee security of confidential information and at the same time promotes effective work of contact center. Integration of two systems on transfer of number, receiving the answer and initiation of the corresponding transactions on the party of contact center was for this purpose configured.

Custom forms were created: instead of the standard CRM windows the call center specialist sees special web forms in which only data of the phoned subscriber are available and which allow to perform only the set set of transactions. If the subscriber wants to make changes to the profile, verification on SMS on the phone number to which the account is tied is required. If the participant of Club of Friends wants to obtain information or verification is also necessary to make actions on the profile connected with other phone number.

Improvements concerned also the procedure of authorization of users in the CRM system. Instead of the binding to users set by default it is enough to operator to enter the personal phone and to select an account. It also helped to optimize expenses on licenses.

"The connector WaveAccess was implemented in the shortest possible time. Due to flexibility of the integration solution processes of interaction of the systems of telephony and Manzana Loyalty are configured very precisely and follow all set scenarios. It grants to us the right to be sure that personal data of participants of our loyalty program in security. We also note positive effect in service, including due to access for managers of the loyalty program to a call recording for the analysis of quality of service or consideration of separate situations", noted Dmitry Salabayev, the program manager of loyalty Club of Friends