Respect your customers’ wishes when they request only specific types or hours of
contact or opt-out of certain types of data-sharing. We provide details to help you determine
the best way to comply with the data protection and privacy regulations that apply to your
company.
Required Editions
| Available in: All Editions |
Many data protection and privacy regulations require you and your company to honor people’s
requests about how you use their data. We’ve listed a few of the regulations that are
important to many companies collecting and processing their customers’ data.If you have
customers or users who request specific methods of contact from your company, review these
common requests and the procedures related to them.
| Common Customer Request |
Actions to Consider |
Things to Consider |
| A patient wishes to be contacted only by email, not by phone or any other
channel. |
Delete information in the Phone and
Mobile fields for lead, account, and contact records.
In
those records, select Do Not Call.
|
Ask your patient about which forms of communication she allows for patient care
purposes, and retain the information specific to those forms. Consider deleting
information related to the ways in which she prohibits contact. |
| A participant in a drug trial wishes to stop participating. |
Set an expiration date for the participant’s consent. |
You may not be able to delete some data, such as participant e-signatures, even
when the consent that they certify is withdrawn. For example, participant data for
some drug trials must be stored until a required retention period expires. |
- General Data Protection Regulation (GDPR), European Union
- California Consumer Privacy Act (CCPA), United States
- Canada’s Anti-Spam Law (CASL)
