How NCR is Addressing the Canadian Anti-Spam Law
CANADIAN ANTI-SPAM LAW  
 
The Canadian Anti-Spam Law (CASL) went into effect July 1, 2014 and affects businesses located in Canada. As an NCR Customer Connect user, we want to make sure you're aware and prepared for the new regulations.
 
There are three main requirements you'll need to be aware of and adhere to in order to be in compliance with the law: 

CASL Requirements How NCR Customer Connect Addresses the Requirement
1. Customers have to opt-in, give consent, to receive electronic marketing.                                                                                                                                                             
Enabling the Confirmed Opt-In feature requires all contacts who subscribe to your business to confirm their subscription (give consent) before they are added to your mailing list. It includes an additional option to reconfirm existing contacts as well.
2. Marketing media has to explicitly define the organization from whom it was sent. NCR Customer Connect adds EMAIL SENDER data on all emails, pulled from the Default Settings located on the Manage/Defaults page.
3. The ability to unsubscribe or opt-out has to be clear and easy.               
NCR Customer Connect adds EMAIL FOOTER data on all emails, pulled from the Default Settings located on the Manage/Defaults page.The email footer includes a clear and easy way to unsubscribe.

There is a transition period, until July 1, 2017, during which you can take steps to ensure your list stays in compliance under the law. 

Learn more about CASL here


FAQ

Why is this important? 
There's a new consequence for spammers including possible fines ranging from $1-10M per violation. 

What messages are affected by CASL? 
The new regulations apply to any "Commercial Electronic Message," including:

  • Emails, instant messages, text messages and several social media communications
  • Any message sent to an electronic address (email addresses, social media accounts, etc.)
  • A message that encourages recipients to engage in commercial activity, such as promotions of products, organizations, etc. 

What are the differences between Implicit and Explicit message consent? 
Implied consent includes when a customer has made a purchase at your business and provided you with their email address.

Expressed consent requires your customer to agree to receive specific types of messages. When asking for expressed consent, the following should be in your request:
 
What Should Be In Your Request How NCR Customer Connect Addresses It
A clear description of your purpose in messaging the customer                                                                                                                                                                               The Confirmed Opt-In feature consists of two emails (confirm & reconfirm). Both emails have a subject line and content that explicitly requests for the customer's confirmation to send future marketing emails/communcations.
Description of the messages you're sending The Confirmed Opt-In feature consists of two emails (confirm & reconfirm). Both emails have a subject line and content that explicitly requests for the customer's confirmation to send future marketing emails/communcations.
Your name and contact information NCR Customer Connect adds the EMAIL SENDER data on all emails, pulled from the Default Settings located on the Manage/Defaults page.
A statement that the recipient may unsubscribe at any time Both the confirm & reconfirm emails have content that explicitly states the customer may unsubscribe at any time. All emails also include an unsubscribe link in the email footer.

After July 1, 2017, you may only send messages to those that have given expressed consent.

How does CASL compare to CAN-SPAM? 
Similarities of both:
  • Aimed at unsolicited online communications
  • Require consent to send commercial electronic messages
  • Directly impact business communications with customers, prospects and subscribers

Differences between the two:

  • CASL includes messages that are sent from outside Canada but opened with a computer system in Canada
  • CASL requires users "opt-in" rather than CAN-SPAM's "opt-out" option
  • CASL also applies to installation of computer programs
  • CASL has a higher penalty
What additional requirements do I need to consider?
 
Additional Requirements How NCR Customer Connect Addresses It
Retain a record of consent confirmations.
After enabling the Confirmed Opt-In feature and sending both confirm & reconfirm emails to contacts, NCR Customer Connect populates the subscription confirmation date & IP address. The date captured can be viewed on the Manage/Contacts page, under the Confirm column. To view the Confirm IP, you must export the list to .CSV/.PDF. The fields are labeled Confirm Date & Confirm IP. To retain a copy of this information save the .CSV/.PDF to an external drive/source. Note: Confirm IP available on TBD.
Consent checkboxes cannot be pre-filled to suggest consent. Each subscriber must check the box themselves for it to be valid.
NCR Customer Connect complies because the subscription page is only used for subscribing to marketing emails.There isn't a hidden checkbox on another form.
All messages sent after consent must include an unsubscribe option. NCR Customer Connect adds the EMAIL FOOTER data on all emails, pulled from the Default Settings located on the Manage/Defaults page. The email footer includes a clear and easy way to unsubscribe.
All unsubscribes/opt outs must be processed within 10 days.

NCR Customer Connect shares unsubscribes with NCR Counterpoint 8.4 and above.

NCR Counterpoint (all versions) shares unsubscribes with NCR Customer Connect.

Unsubscribe data from NCR Retail Online and NCR Counterpoint Online is not currently shared with NCR Counterpoint or NCR Customer Connect.
You must manually unsubscribe those contacts in either NCR Counterpoint or NCR Customer Connect; then it is communicated to the other application.

If a contact unsubscribes from your business within any other application, you must unsubscribe them from all applications that send out marketing communications.

All sent messages must include your name, the person on whose behalf you are sending, your mailing address, phone number, email address or website. NCR Customer Connect includes all but one of the requested pieces of data, phone number. Please include your phone number in future email content.

What should my next steps be?

  • Enable the Confirmed Opt-In feature to receive explicit consent from new customers.
  • Ask current customers for explicit consent by sending them a Reconfirm Email.
  • Begin non-email related marketing campaigns to target your prospects. Several ideas are online banner ads, SEO work or direct mail.
 

 

SEARCH