CX

We help companies establish a single source of truth for customer preferences and consents

PossibleNOW has helped companies like PG&E, Ingram Micro, Whirlpool, JLL, Colony Brands, and more to eliminate siloed data by providing transparency and visibility with centralized preference and consent management solutions.

Build trust, gain insight and enrich relationships.


Providing Powerful Results

60-90%

Global Opt-Out Saves

Well-designed opt-down pages convert 60-90% of opt-outs to tailored opt-ins.

2B+

Total preferences and consents managed

Provides ability to maintain compliance and tailor customer content.

1.1B+

Total opt-ins captured

Gives customers a voice to share how they want brands to interact with them.

Who We've Helped




CHALLENGES

Challenges & Solutions

Challenge #1

Preference and Consent Data Silos

Many times, consent and preference data reside in various disconnected or unsynchronized systems. Companies need a way to eliminate silos and consolidate customer data. They need a single source of truth for consent and preferences, across the company’s lines of business that is accessible to everyone who needs it.

Solution #1

Centralized Preferences and Consent

PossibleNOW leverages an advanced toolset that can be tailored to meet data collection requirements across departments and various use cases. We then aggregate the consent and preference data into a centralized repository. Once this data is consolidated, it is shared via APIs across the organization. Consent and preference data silos from legacy systems can then be eliminated. This helps the company stay in compliance while still meeting customer expectations in servicing communications and other engagements.





Challenge #2

Haphazard Compliance Practices

As companies grow, whether organic expansion or through acquisitions, their compliance practices are often disjointed and haphazard. Different divisions or departments utilize different technologies, systems, and campaigns, making a consolidated approach to customer data privacy and protection difficult. This puts the company at significant risk of litigation or reputation damage for being noncompliant. As regulations change and evolve, the company falls further behind the compliance goalpost, putting them at increasing risk.

Companies need their data management processes to comply with existing and emerging regulations governing preference and consent data. The process must also enable the company to integrate into existing campaigns, content, and analytics systems such as Eloqua, Tibco’s Scribe, Adobe Experience Manager (AEM), Google Analytics, etc, simplifying the company’s tech stack, reducing data silos, and helping the company with their compliance goals across the organization.

Solution #2

Best Practice Approach to Regulatory Compliance

PossibleNOW helps our customers with regulatory requirements for TCPA, CPRA, GDPR, CASL, etc. We can provide the following:

  • a regulation and compliance audit, best practices, and educational understanding around state, federal, and international requirements.
  • assess current practices on explicit and implicit consent across all customer touchpoints and make recommendations so that you can build the appropriate cadence for collecting consent.
  • assess current opt-out capabilities and strategies to help prevent global opt-outs (unsubscribing from all). The global opt-out is typically the only option offered by our customers, and we help provide an opt-down strategy while staying compliant.

MyPreferences collects and consolidates customer consents and preferences and integrates them within a company’s existing tech stack. MyPreferences utilizes an Integration Platform (iPaaS) with hundreds of prebuilt connectors (including Salesforce, Marketo, Eloqua, SAP, MS Dynamics, Amazon, Adobe, and a host of others) for standing up near real-time cloud-based integrations that keep client systems current as regulations and data changes over time, with no coding required. MyPreferences can integrate with dozens of external systems on a client’s behalf. If the client can receive a file or be contacted via an API, MyPreferences can push the data to any system.





Challenge #3

Disjointed Preference Data Strategy

Some companies struggle with too many unique preferences across the enterprise and need an organized plan to consolidate them. Others plan to continue with granular preferences based on a customer’s unique profile but need a strategy and visibility across the enterprise on frequency, governance, and compliance. A company must assess which approach is best suited to their needs.

When companies lack visibility across customer types, products, brands, geographies, languages, etc. they risk:

  • Being noncompliant.
  • Offering too many preferences, resulting in poor customer experiences and an unmanageable dataset.
  • Elevating the number of customers who globally opt out of all communications rather than a single communication opt-out strategy. Global opt-outs result in the company no longer being able to send marketing-based communications.

Solution #3

Cohesive Preference Data Strategy

PossibleNOW uses a phased approach to help companies determine what data they need to collect and maintain, where and how to store it, and how to best leverage it for ongoing success. Our process includes:

  • Taxonomy Taxonomy:
    Determine content types, organization, and categorization to build the structure and decide what preferences to feature in the preference center, what communications to offer to what audiences, and through which channels.
    workshops to document full preference and consent ecosystem(s) across all customers and accounts – both current and future state
  • A multi-year implementation roadmap to determine phased aggregation and consolidation of customer consents and preferences.
  • A preference and consent communications framework with best practices and use case development.
  • Program governance design for ongoing privacy compliance.
  • Implementation and support from the PossibleNOW expert team.
  • Systems fulfillment and analysis to assess performance and ongoing success.

Fulfillment Tools:

  • MyPreferences for consent and preference management.
  • DNCSolution for Do Not Contact Do Not Contact:
    Do Not Contact includes the following: Do Not Call, Do Not Email, Do Not Text, Do Not Mail, and Do Not Fax. PossibleNOW helps mitigate the risk of being out of compliance with TCPA, CASL, and CAN-SPAM regulations.
    compliance.
  • Data Services for mobile scoring Mobile Scoring:
    Determines the likelihood that a person is still associated with a specific cell phone number making it easy to segment your customer database into which mobile numbers present the least risk to call and/or text.
    – right party verification.



Guaranteed visibility to all customers’ selections is key. If a company does not have access to all the preferences their customers have selected, how can they know if they are compliant?”

- Stacey Kinley, Privacy Program Manager, Data Governance Operations, Autodesk









See it in action

JLL

JLL International Communications Center

JLL provides their customers localized preference and interest offerings for over 200 countries and 20 languages. Preference options include articles, research, events, and press releases regarding specific topics. Sample communications are provided to help with opt-in conversions. Customers can select single or multiple geographical locations. The next phase of preferences will include property alerts on a global scale, to allow users to choose by investment and/or lease-based properties, markets, types, price and more.




Ingram

Ingram Micro International Communications

Ingram Micro has extensive email preferences given the complexity of their global organization, providing thousands of products to distributors and VARs (Value Added Resellers). Initially, Ingram Micro had too many preferences across their lines of business and the countries they serve. They determined through collaborative strategic workshops and taxonomies to reduce the various instances in Eloqua and standardize a single set of preferences that would work for all lines of business and countries for optimal management.

Throughout their global footprint, Ingram Micro relies on PossibleNOW’s MyPreferences, for preference management and GDPR compliance in providing a positive communication experience in a user’s preferred language and region.






Terms & Definitions:

Image Description

Taxonomy

Determine content types, organization, and categorization to build the structure and decide what preferences to feature in the preference center, what communications to offer to what audiences, and through which channels.

Image Description

Do Not Contact

Do Not Contact includes the following: Do Not Call, Do Not Email, Do Not Text, Do Not Mail, and Do Not Fax. PossibleNOW helps mitigate the risk of being out of compliance with TCPA, CASL, and CAN-SPAM regulations.

Image Description

Mobile Scoring

Determines the likelihood that a person is still associated with a specific cell phone number making it easy to segment your customer database into which mobile numbers present the least risk to call and/or text.

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