GDPR Preferences in Navigator

Navigator now includes features to help comply with GDPR requirements, ensuring customers' contact preferences are respected and clearly defined. Customers must explicitly opt-in to marketing communications, and businesses must record how and what type of messages they are authorised to send.

Key Features

Customer Contact Preferences

When creating or updating a customer record, a pop-up window prompts the user to configure contact preferences. By default, all tick boxes are unticked, requiring explicit selection in consultation with the customer. Preferences include:

• Communication Types:

  • Email
  • SMS
  • Letter
  • Telephone
  • Social Media (e.g., Facebook)

• Communication Categories:

  • Service Follow-Up (specific to the customer’s vehicle).
  • General Dealer Marketing Messages (broader marketing communications).

Visibility Across Modules

The preferences are displayed in multiple areas of Navigator, including:

• Customer Records
• Service Appointment Creation
• Sales Enquiries

A pop-up reminds users to review the preferences regularly, ensuring compliance.

Integration with Marketing Systems

These settings are integrated with:

• ACM (Automatic Contact Manager)
• New Mailshot Selection System

These tools use the preferences to ensure only authorised communications are sent to customers.

Data Migration and Initial Setup

Upon upgrading to Version 2.1, GDPR preferences for existing customer records are set based on their previous DPA (Data Protection Act) settings:

• Customers marked as "No Follow-Up" remain excluded from service marketing.
• Customers marked as "No Marketing" remain excluded from service and general marketing mailshots.
• Customers not opted out under DPA are assumed opted-in under GDPR (Legitimate Interest).

Important: Businesses should review these settings to align with their GDPR policies. If needed, all records can be reset to assume no permission has been given.

Reviewing Customer Preferences

Preferences must be reviewed in the following scenarios:

1. First Access: If the preferences have not been reviewed since the GDPR upgrade.
2. Periodic Review: If preferences have not been reviewed by the dealer or customer (via the web portal) within six months.

Example Scenarios

• Scenario 1:
  A customer currently marked for "No Follow-Up" will continue to receive no service marketing communications.

• Scenario 2:
  A customer marked for "No Marketing" will not receive any service or general marketing communications via mailshots.

Best Practices

• During Interaction: Always confirm or update contact preferences during customer interactions.
• Regular Audits: Review GDPR preferences periodically to ensure compliance.
• Training: Ensure staff are trained on how to properly record and manage GDPR preferences.