“How does the Protect Customer Value protect Lena’s data?”
Lena should be able to trust that her information is protected and used only where absolutely necessary. With Protect, regulatory requirements – such as the GDPR – are consistently met, ensuring, among other things, data minimization in processes. Another key point are secure authentication procedures and clear access rules within the company. This applies not only to employees but increasingly also to AI agents – especially where AI is used in customer service.
Equally important is the question of where and how this data is stored: If stored in the cloud, in which region and under what legal framework is it stored? The use of artificial intelligence also requires rules. What happens to the data in the large language model (LLM)? Which AI is used? With Protect, our customers establish important guidelines for Lena’s benefit.
Furthermore, the Protect value can also be enhanced through context-appropriate customer communication, for example, through push notifications on Lena’s smartphone that warn of fraud attempts. Or through the ability to issue an urgent product recall – in seconds – to all service and sales staff as well as AI agents.
“Why do companies also benefit from protecting Lena, the customer?”
Trust is the most important asset in a customer relationship and a key foundation for effective customer relationship management. By handling data securely and transparently, companies not only earn Lena’s trust, but also demonstrate to their employees that they are a responsible, values-driven organization that prioritizes ESG issues.
With Protect, significant potential for cross-selling and upselling can also be tapped. If we succeed in anticipating likely events in Lena’s life (see Predict Customer Value), we can proactively support her. This could be a higher term life insurance policy – for example, if Lena becomes a mother – or coverage against occupational disability when she starts her first job after graduation. Especially in the context of digitalization in the insurance industry, new opportunities are emerging here for proactive advice and personalized coverage.
“Which BSI Elements support the Protect customer value?”
The BSI Customer Value Protect typically includes rules that are configured, interdependent and subject to time limits. These can be deletion rules or retention periods for personal data. The possibilities are numerous. Some interesting examples from our “Store” include:
- Data protection sample configuration in compliance with the GDPR
This BSI Element supports the implementation of the GDPR in CRM. The sample configuration includes retention periods, deletion rules and templates for data exports that can be easily implemented. Storage limits, the right of access and the right to erasure are mapped within the system.
- Self-service customer data updates for banks
This BSI Element increases efficiency and reduces costs by digitally updating customer master data in accordance with the requirements of the Anti-Money Laundering Act. The update process is largely automated – a customer advisor is only involved in case of critical changes. This supports modern CRM for banks and banking CRM strategies.
- Employee protection in the healthcare industry
This BSI Element provides special protection for customers who are also employees. This ensures that their customer data, as well as all associated communications, business transactions, contracts and service data, remain inaccessible to others.
The BSI Customer Value Protect demonstrates how modern customer protection works today: through secure data processing, clear rules for the use of AI and services that support customers in important life situations. As mentioned above, new BSI Elements are constantly being added. It’s therefore worth checking in regularly in your own BSI Customer Suite (under: Administration) or on our website.
