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You are here: Home / Extras / Customer communication / Data acquisition and file transfer
Customer communication
Data acquisition and file transfer
The topic of legally compliant data collection and file transfer – particularly in relation to the GDPR, revocation notices and commission agreements – has become complex in everyday brokerage. Whether for the contact data completion form or sending out brochures: In order to meet today’s legal requirements, many details must be taken into account. onOffice offers you specialized tools with which you can easily and legally comply with and automate these requirements.
onOffice provides technical tools and text suggestions that you have to adapt individually to your company. As we are not permitted to provide legal advice, we cannot guarantee the legal certainty of the templates.
Inhaltsverzeichnis
- New contacts and newsletter (GDPR)
- Sending files to existing customers
- Brochure dispatch and withdrawal
- Functionality and technical basis
- Validity of the links
- Group module and multilingualism
- The _agreementLink
- Basic procedure
- Activities and traceability
- Use in processes
- Legal documentation
- Important notes on obsolete macros
- Our expert tip
If you want to enter new contacts or obtain consent for newsletters and callbacks, theaddress completion with the macro _Adr_Vervollstaendigung(xxx) and theDSGVO settings form an efficient team. This is primarily about information and data collection without direct file download.
Sending files to existing customers
If you want to send files to contacts you already know, the _downloadLink macro is ideal. It converts large attachments into links, which makes emails leaner and speeds up delivery.
Brochure dispatch and withdrawal
The macro _agreementLink is the tool of choice for the classic process of (web) brochure dispatch, withdrawal instructions and confirmation of general terms and conditions. It flexibly covers all legally relevant queries.
An important technical note:
Attachments are not sent as a physical file via the _downloadLink/_agreementLink macros, but are provided as a download link. The only exceptions to this are appointment data and contact data (vCard), so that customers can continue to import these directly into their calendar or address book.
Functionality and technical basis
The basic principle is the same for macros: The recipient receives an email or a WhatsApp with a link to a personalized website. The necessary approvals are obtained there, whereupon the data is written back directly to the contact record and the activities in onOffice enterprise. Optionally, the real estate agent receives a confirmation e-mail about the process.
Validity of the links
The download links are generally valid for 90 days.
The link to the web brochure is valid for 14 days by default and can be customized in the basic settings of the web brochure.
The link to complete the address is valid for 14 days.
Group module and multilingualism
If you use theGroups– and/orMulti-language module , the system prioritizes the settings of the respective group and the language of the contact before reverting to the general basic settings.
The _agreementLink
This macro is extremely flexible and replaces older solutions such as the _Widerrufslink macro. It can be controlled via various parameters (details can be found in the macro list under Help → Macro list). Without parameters, the macro uses the activated blocks from the basic settings (Tools → Settings → Basic settings → Revocation tab). Parameters are used to query the selected elements so that you can configure different revocation queries individually. You can find a detailed explanation underWithdrawal.Basic procedure
- You send the e-mail with the _agreementLink macro (1) and the brochure as an attachment (2). You can find suitable sample templates under Edit → Templates / Files in the oO – Templates with company colorfolder.
- Your customer clicks on the link and sees the configured queries (e.g. commission agreement, cancellation policy, early start, contact). Only when all mandatory fields have been confirmed (3) will the download of the documents be activated. For properties with external commission, you can force the download of the contract declaration (4).
- When saving, the values are set in the contact and a detailed activity entry is created. Your customer will receive a confirmation email (if configured) with the accepted texts.
- If the early start of the service is not approved, the download (5) remains blocked. The customer is advised to contact the broker (6). The non-consent to the early start is logged as an activity (7) and the subject of the info mail to the broker is automatically changed to provide immediate clarity.
Activities and traceability
Thanks to automation, all customer interactions are precisely documented in the agent’s log or in the activities. As the system uses fixed action types and characteristics for this, every step remains traceable.
Examples of recording:
First time access: If a prospective customer downloads a brochure, this is recorded with the type of action and the kind of action “Download” and the action feature “First download”.
Repeated calls: Each further click on the same link is automatically marked as a “Repeated download”.
Details: The system stores the exact file name in the comment of the activity. The original message and attachment can be called up directly via the “Email” tab within the activity.
Use in processes
A major advantage of these standardized entries is their function as triggers. As action types and characteristics are assigned uniformly by the system, you can use them to start automatic follow-up processes – for example, the creation of a task as soon as a brochure has been called up for the first time.
Legal documentation
For properties with external commission, a PDF file with the customer’s contract declarations is automatically archived. The customer can retrieve these again at any time in the download area.
Important notes on obsolete macros
Please note that the _Widerrufslink macro no longer complies with the legal requirements for brokerage contracts (since 23.12.2020). The old _PDFLink macros will also no longer be maintained. We strongly recommend replacing these with _agreementLink (for queries) or _downloadLink (for pure file transfer).
Our expert tip
Carry out a test run from the customer’s perspective after each configuration or change. Send yourself a test mail and check whether the links, the web presentation and, above all, the entries in the agent’s log exactly meet your expectations.
