Planning Considerations
Before you start building your integration, make sure that everyone impacted by the move to Complero understands their requirements. This guide identifies the integration decisions and considerations you need when using Complero for the first time.
Structure your Complero accounts
One of the first questions to answer is whether you’ll need a single Complero account, or several.
Considerations
Which countries will you operate in?
If you operate in more than one country, consider setting up Complero accounts for each to take advantage of local or jurisdictional differences and optimal experience for local customers. It is important to note that depending on the primary language used, these will be implemented in separate Complero accounts and further set-up cycles will need to be carried out.
Do you benefit from local support?
Do you have centralized customer support and is your entire database managed or maintained centrally? Or do you work with external agencies for customer support and acquisition, each with their own databases? In the case of a structure that includes external agencies, it must first be ensured that the most up-to-date data can be transferred to Complero, especially if the agencies have their own data storage. It is also important to define whether local representatives should be involved in different areas of the Complero Update process.
Which brands do you operate?
Do you present yourself to your customers as one brand, or do you use products from several brands under whose names you come into contact with your customers? For each brand, a Complero account is set up in the brand's specific corporate design.
Do you need centralised reporting?
Complero provides reporting showing the status quo off the current results in the Complero standard. Further specific reports and customization requirements can be provided after consultation.
Process management
Various internal company processes may be affected in association with data updating via Complero. As a first step, the following considerations should be made.
Considerations
Which processes are involved?
Which internal processes are affected by the use of Complero software? The focus here is initially on the data exchange between Complero and the CRM system, and accordingly on the transfer of Contact data to Complero and the return of the updated data. In addition, there are other accompanying processes to consider, such as dealing with support requests in connection with the activities carried out by Complero, etc.
Which systems are involved?
Which systems are affected by the implementation of Complero? Is there a central CRM system via which the customer data is managed, or are other local CRM systems or databases in use? Is relevant documentation regarding advertising consents etc. also managed in the central CRM system, or are there additional systems in use? Are there any other systems that need to be integrated into the Complero processes?
Who has to be involved?
Which stakeholders need to be involved in the process of updating data with Complero? Who should be the central point of contact? What IT resources are required for the successful integration of Complero into the system landscape? How will the support volume be managed with regard to customer inquiries in the course of Complero's activities? Are there any legal issues that need to be clarified with the data protection or legal department?
Do you need support for regulatory issues?
All processes carried out by Complero are legally checked and secured. Should further uncertainties or legal questions arise, Complero will provide you with the necessary support.
Design the Complero Requests
Complero offers a flexible interface in the customer's corporate design as required. To this end, the following questions need to be considered.
Considerations
Do you send with or without Employees?
When the relationship with customers is not done by the brand itself but includes a personal sales representative, you can include those as Employees. Complero offers the possibility to integrate Employees into customer interactions, improving the reception and up-sell potential. This ranges from providing intermediary information in customer communication to displaying it within the Complero web forms, as well as notifying about Updates made to contact details by the end customer.
Do you have a brand and style guide?
Contacts are generally addressed by Complero but in the corporate design of our customers. This requires that all necessary content and information is made available to Complero. This can be in the form of a comprehensive style guide or as individual elements. This includes logos, corporate colours, fonts, etc.
Do you have Channel restrictions?
Depending on the specific use case, Complero contacts customers via mail, email, SMS, WhatsApp and more. To achieve optimal results, Complero recommends not imposing any restrictions. If contact via a specific Channel is not desired, Complero will of course take this into account.
Data
The core element in the process of updating contact data via Complero is, of course, the Contacts` data. The following should be noted here.
Considerations
Which data should be updated?
First of all, it should be noted that the more data Complero is provided with, the better results can be achieved based on additional information that Complero takes into account when addressing Contacts. It is important to determine which of the data provided should be updated by Complero from the Contact. This may concern all data or only specific data such as address data, digital data or advertising consents.
Do you need verification?
Complero is secure by default. If your brand wants to convey the impression of additional security, Complero offers the option of integrating an optional Verification step into the process. This ensures that Contacts can only access and adjust their data after successful Verification, for example by entering their date of birth.
Do you have custom data formats?
Is there any other company-specific data that needs to be transmitted to Complero that goes beyond the Complero standard? Complero offers the option of additional specific data being stored for your mapping process.
Updates
As soon as a Contact has successfully completed the Complero process, the data is transmitted by Complero. Here it is important to consider the following aspects.
Considerations
Which change events do you need?
Complero operates asynchronously and returns its results as events. The main focus is on obtaining up-to-date Contact data. In addition, Complero offers the possibility of transmitting Confirmations by the Contact in addition to the updated data records if the latest data is already available and no adjustment is necessary. Furthermore, Complero can provide information on whether Contact Requests have been successfully received by the customer and thus provide information on whether certain communication Channels are still functional.
Do you need legal documentation?
Should advertising Consents also be obtained or updated as part of the Update? Complero provides comprehensive documentation in PDF format in accordance with the standards of the German “Bundesnetzagentur”. This can be stored at Complero itself or transmitted to you.
Protect your business from phishing
For businesses in all markets, it is important to keep their data safe. In recent years, the topic of phishing has become increasingly present and people are continuously affected by this issue. In this context, the following questions need to be considered.
Considerations
Do you need to inform your sales force and call centre?
Before Complero starts reaching out to Contacts, your customer support team should be informed about the collaboration. Support staff should be fully informed about the procedure in order to be able to answer any inquiries and dispel any phishing concerns. Complero provides the necessary information material for this purpose.
Do you encounter high levels of scepticism?
Have phishing incidents been identified in connection with your company in the past? Have these already led to increased scepticism on the part of your customers with regard to customer communications, or have you already received feedback from your customers? If this is the case, it is important to keep a close eye on this and possibly take additional measures.
Who do you need to talk to for public relations, media, and social media engagements?
To counteract possible phishing concerns, Complero recommends to inform customers about the cooperation via various channels before and during the cooperation. This can be done via social media or other media means.