Customer Data Management

Introduction

Following the introduction of the ‘General Data Protection Regulation’, we have introduced ‘Customer Data Management’ functionality, designed to help you fulfil ‘right to access’ and ‘right to be forgotten’ requests from your Customers.

‘Customer Data Management’ provides two key facilities:

  • Extract Customer Details; allows the extraction of one or more Customers’ data, properties, segments, facts and communications.
  • Delete Customers; allows for the permanent, irreversible deletion of all data relating to one or more Customers.

Accessing Customer Data Management

Due to their sensitive and powerful nature, access to these facilities is controlled by a separate User Permission; should you require access, please contact the Intilery support desk.  This guide only applies to users who have been granted the required permission – you will not be able to view the screens and options described below without it.

The ‘Customer Data Management’ screens can be accessed from the ‘Customers’ module (1) within the Intilery application. You will see a new ‘Customer Data Management’ (2) menu in the top bar, if you have been given permission to use the feature...

Customer Data Management

The main screen of the Customer Data Management feature includes;

1. Jobs List

When you request the extract or deletion of one or more Customers, your ‘request’ is validated and, once accepted, will run in the background until complete.  The ‘jobs list’ enables you to return later to check the status of your request and download files of extracted Customer data.

2. ‘Extract Customer Details’ Button

Click to create a new request for the extraction of one or more Customers’ data. 

3. ‘Delete Customer’ Button

Click to create a new request for the deletion of one or more Customers’ data. 

4. ‘Download’ Button

When you request an extract of Customers’ details, a download button will be shown once files are available for you to download.

Deleting Customers

When you click the ‘Delete Customers’ button, from the main  Customer Data Management screen, you will be presented with the ‘Delete Customers’ window. This window is split into two ‘tabs’; ‘Multi-Selection’ and ‘Upload File’.

Multi-Selection

Allows input of  Customer Identifiers for one or more Customers that you wish to delete. 

  1. Select a Customer Identifier type
    If your organisation uses the ‘Alternate ID’ feature to identify Customers, you will see additional options, otherwise, only the default ‘Email’ option will be displayed.
  2. Enter a Customer Identifier for a Customer you wish to delete. Click ‘Add To List’
    The type of the Customer Identifier must match your selection in step (1), for example; if you selected ‘Email’, enter an Email Address as the Customer Identifier.
  3. Each Customer Identifier will be shown in a list on the right-hand side
    You can enter as many Customer Identifiers as you need by repeating step 2.  If you enter an incorrect value, use the ‘Remove’ button, next to the value, to remove it.
  4. Press ‘Delete Customers’ to begin permanent and irreversible deletion
    The deletion will act on all Customer data associated with the Customer Identifiers you have added.

Upload File

Provides the option to upload a file containing the list of Customer Identifiers you wish to delete, rather than typing them all. To use this option, you must first prepare a text file with the extension ‘.txt’ or ‘.csv’; it should have one Customer Identifier on each line and not contain any header line.  

Following is an example of a file that uses Email Address as the Customer Identifier;

Delete_email_addresses.txt

test@test.com
test2@test.com
test3@test.com

Once you have this file:

  1. Select a Customer Identifier type
    If your organisation uses the ‘Alternate ID’ feature to identify Customers, you will see additional options, otherwise, only the default ‘Email’ option will be displayed.
  2. Select ‘Browse’, navigate to the file and select ‘Open’
    The type of the Customer Identifiers in the file must match your selection in step (1), for example; if you selected ‘Email’, the file should contain a list of Email Addresses.
  3. Press ‘Delete Customers’ to begin permanent and irreversible deletion
    The deletion will act on all Customer data associated with the Customer Identifiers in the file.  You will see a final confirmation prompt – please be sure you want to delete the specified Customers, as it will not be possible to reverse this type of deletion.

Viewing your Deletion Request

There is no specific limit to the number of Customers you can specify for each ‘request’, but as these functions access the totality of Intilery’s databases, large lists of Customers may take a very long time to complete.  For this reason, your deletion request is scheduled to run in the background and displayed on the main Customer Data Management screen. 

A new request will go through a list of statuses; PENDING, IN PROGRESS, COMPLETE.  It is also possible to stop / resume a deletion request, via the ‘Jobs’ dashboard.

Extracting Customers’ Details

When you click the ‘Extract Customer Details’ button, from the main Customer Data Management screen, you will be presented with the ‘Extract Customers’ window. This window is split into two ‘tabs’; ‘Multi-Selection’ and ‘Upload File’.

Multi-Selection

Allows input of Customer Identifiers for one or more Customers that you wish to extract. 

  1. Select a Customer Identifier type
    If your organisation uses the ‘Alternate ID’ feature to identify Customers, you will see additional options, otherwise, only the default ‘Email’ option will be displayed.
  2. Choose the extract format you require
    There are different options for the format of the extracted data, see ‘Choosing an extract format’ (below) for guidance.
  3. Enter a Customer Identifier for a Customer you wish to extract. Click ‘Add To List’
    The type of the Customer Identifier must match your selection in step (1), for example; if you selected ‘Email’, enter an Email Address as the Customer Identifier.
  4. Each Customer Identifier will be shown in a list on the right-hand side
    You can enter as many Customer Identifiers as you need by repeating step 2.  If you enter an incorrect value, use the ‘Remove’ button, next to the value, to remove it.
  5. Press ‘Extract Customer Details’ to begin the extraction processes
    The extract will act on all Customer data associated with the Customer Identifiers you have added.

Upload File

Provides the option to upload a file containing the list of Customer Identifiers you wish to extract, rather than typing them all. To use this option, you must first prepare a text file with the extension ‘.txt’ or ‘.csv’; it should have one Customer Identifier on each line and not contain any header line. 

Following is an example of a file that uses Email Address as the Customer Identifier;

Extract_email_addresses.txt

test@test.com
test2@test.com
test3@test.com

Once you have this file:

  1. Select a Customer Identifier type
    If your organisation uses the ‘Alternate ID’ feature to identify Customers, you will see additional options, otherwise, only the default ‘Email’ option will be displayed.
  2. Choose the extract format you require
    There are different options for the format of the extracted data, see ‘Choosing an extract format’ (below) for guidance.
  3. Select ‘Browse’, navigate to the file and select ‘Open’
    The type of the Customer Identifiers in the file must match your selection in step (1), for example; if you selected ‘Email’, the file should contain a list of Email Addresses.
  4. Press ‘Extract Customer Details’ to begin the extraction process
    The deletion will act on all Customer data associated with the Customer Identifiers in the file.

Choosing an extract format

All extracts are written to a ‘Zip’ archive file; if you request an extract of 1,000 Customers’ details, your results will usually be provided as a single .zip file with 1,000 Customers’ details inside it.  This is done so that it is easy to download large numbers of Customers’ data in one go; it would be very labour-intensive to individually download 1,000 separate files.

You have a choice of the format of each Customers’ data within the archive;

Format
Description
JSON
Produces a file for each Customer, in a JavaScript Object Notation (JSON) format used commonly in web applications and for exchange of data across the internet.
CSV Produces a folder for each Customer.  Inside that folder is a CSV (‘flat’) file for each item of data – for example; there is a file for Customer Properties and a file for Customer Facts.  CSV files are commonly used for data exchange between different applications and database management systems and can be opened by many office applications.

Accessing the Results of an Extract Request

There is no specific limit to the number of Customers you can specify for each ‘request’, but as these functions access the totality of Intilery’s databases, large lists of Customers may take a very long time to complete.  For this reason, your extract request is scheduled to run in the background and displayed on the main Customer Data Management screen. 

A new request will go through a list of statuses; PENDING, IN PROGRESS, COMPLETE.  It is also possible to stop / resume an extract request, via the ‘Jobs’ dashboard.  If you stop an extract request, the data extracted so far will be stored as an archive file for you to download.  If an extract request is restarted, previously extracted Customers will not be extracted again, but any further Customers’ data will be placed into a new archive file. 

When an extract request has produced files, a ‘Download’ button (1) will be displayed in the main Customer Data Management screen.  Use this button to view the files available for download and click a file to download it. NB: Files expire and are automatically deleted after a number of days – you will see ‘No files available’ if your file(s) have subsequently expired.

Auditing Data Management Requests

Every request for deletion or extract is stored indefinitely, to provide traceability of the actions which have been carried out using the ‘Customer Data Management’ functions.  We have introduced additional measures to protect, as far as possible, the email addresses (or Customer Identifiers) used for a deletion or extract request.

Before or during processing of a request

Until a request has been fully processed, the email addresses provided as an upload file or entered into the ‘Delete Customers’ or ‘Extract Customers’ will be stored as plain text.  This is necessary to process the request for each Customer.

On completion of a request

As each Customers’ data is extracted or deleted, their email address is encoded using a ‘hash’ function. Hash functions create a unique value for each email address which cannot be used to recreate the original email address entered*.  This enables determination of what actions have been carried out for a given email address hash, without needing to store the email address. 

* we use SHA-2 hashing algorithms

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