Consent Management

Multi-channel consent refers to the consent or permissions that customers or individuals have given to organizations.

It is crucial to obtain consent or permission from individuals legally to process their personal data in accordance with the data protection law of the land. The European Union's data privacy law, General Data Protection Regulation (GDPR), ensures data privacy across Europe. The GDPR protects and empowers all EU citizens' data privacy and reshapes the way organizations approach towards data privacy. 'Consent' is the core principle and a fundamental concept that is referred in data protection laws. Multi-channel consent data model has been designed to enable organizations manage consent.

Consent for Contact

Multi-channel consent refers to the consent or permissions that customers or individuals have given to organizations. Consent allows organizations to use customers' contact details to communicate with them in the future. For example, organizations can communicate to individuals to notify them about a new product launch, a discounted product sales and so on.

Consent has always a start date and end date. Multi-channel consent data model helps to capture the different types of consent obtained by various organizations from individuals.

Channel Type and Value

Through consent, a customer agrees to be contacted through different channels of communication. This channel of communication can be email, SMS, in-person, or phone. Sometimes, Individuals consent or agree a particular channel to be contacted. For example, some individuals do not want to be contacted through email or in-person. Instead, they prefer only SMS or phone call. Organizations use individual's preferred mode of communication to contact them.

Each channel type has a value. For example, the channel type 'email' has value such as: john.deo@email.com. Customers can have multiple email IDs (for example, personal email ID and work email ID). Channel value is the actual contact information that has been the consented by the customer. The channel value can be the email ID, phone number, or office address of the individual. Organizations use any of the agreed value to contact individuals.

Communication Type

Similarly, individuals consent or agree for a particular purpose of communication. For example, some individuals prefer to be contacted when there is a discounted product sales. They do not prefer to be contacted when there is a new product launch or a brand specific news.

This objective of communication can further be narrowed down. The individual consent can be limited to a particular brand or for a particular product item. For example, individuals consent or agree to be contacted when the organization launches a specific product item.

Communication Frequency

Consent allows organizations to contact individual only based on permitted frequency for contact. Communication Frequency shows how often an individual can be contacted. (For example, some individuals do not prefer to be contacted every week. Instead, they prefer to be contacted every month). A consented contact happens through a particular channel type, for a particular objective, for a stipulated period of time and based on a permitted frequency for contact.

Multi-channel consent data model helps to obtain individual's consent-related information for organizations. Consent Management feature has been implemented for LS Customer 360, Account 360, and Consumer 360 applications.

Multi-channel Consent

Table 1. Multi-channel Consent
Property Value
Label Multi Channel Communication Consent
Matchfield URI Channel Type, Channel Value, Communication Type
Survivorship Aggregate
Data Label Pattern {ChannelType} {ChannelValue} {ChannelConsent}

You can view the multi-channel consent data model for the applications in the following locations: