The client is an American multinational retail corporation with multiple department stores, specialty stores, and e-commerce websites. It operates over 700 stores in the United States, Puerto Rico, and Guam. In response to the regulatory shift with California Consumer Privacy Act (CCPA), the retail giant embarked on a strategic initiative to align seamlessly with CCPA’s mandates and to elevate customer satisfaction across its units.
Typically, when a customer inquired about their data, the process involved manually fetching of information from the CIM (Customer Information Management) table and sending the response back to the customer. This process was time-consuming, error-prone, and lacked efficiency. Factspan’s team embarked on a project to create an automated solution catering to CCPA- compliant customer data requests. This encompassed enhancing transparency through clear insights into data usage, empowering customers with data control for informed decision-making, ensuring seamless compliance with CCPA regulations, and fostering elevated customer satisfaction and trust via a streamlined and transparent data request process.
- Automation reduced errors by 75% and saved 45 minutes per data request, replacing manual data fetching.
- 20% increase in satisfaction due to streamlined process, quicker responses, and transparent data approach.
- Solution ensured CCPA adherence, aligning all data requests with legal regulations effectively. over their information