01 Challenge
The organization required a unified platform to manage customer consent and preference data across multiple applications, including eCommerce, CRM, Marketing Automation, and Customer Engagement platforms.
Key challenges included:
- Managing customer consent and preference updates across multiple channels and systems
- Ensuring compliance with global privacy regulations and cookie consent requirements
- Synchronizing consent data between OneTrust, SAP, Salesforce, SFMC, and SFCC in near real time
- Providing customers with a consistent and transparent preference management experience
- Delivering the implementation within aggressive project timelines while maintaining business continuity
02 Solution
Implemented an enterprise-wide OneTrust Consent & Preference Management solution to centralize the management of customer consent and communication preferences across multiple business applications.
The solution provided centralized management for:
- Marketing Email Consent
- SMS Consent
- Cookie Consent
- Communication Preferences
- Customer Preference Center Management
The platform was seamlessly integrated with SAP, Salesforce, Salesforce Marketing Cloud (SFMC), Salesforce Commerce Cloud (SFCC), and Azure Integration Services (APIM & Logic Apps) to ensure consent and preference updates were consistently synchronized across the enterprise ecosystem.
This implementation established a single source of truth for customer consent while strengthening privacy compliance and customer trust.
Cookie & preference centers
Transparent controls for cookies, marketing, and communication preferences.
Near real-time sync
Consent updates flow across SAP, Salesforce, SFMC, SFCC, and Azure services.
Regulatory confidence
Privacy and compliance requirements validated end to end with business teams.
Azure orchestration
APIM and Logic Apps automate reliable consent synchronization.
03 Approach
Despite the complexity of multiple system integrations and evolving business requirements, the implementation team collaborated closely with Business Users, Product Owners, Privacy Teams, and Technical Architects to design and validate an end-to-end consent management framework.
A structured and risk-based implementation strategy was adopted, focusing on:
- End-to-end validation of customer consent and preference management flows
- Cookie consent banner and preference center validation
- Integration testing across OneTrust, SAP, Salesforce, SFMC, and SFCC
- Validation of Collection Points, Purpose IDs, Preference IDs, and Consent Synchronization
- Testing account creation, guest checkout, notification subscriptions, and marketing preference updates
- Comprehensive API validation through APIM and Azure Logic Apps
- Early identification and mitigation of integration, privacy, and compliance risks
This collaborative approach enabled successful delivery within aggressive timelines while ensuring secure, compliant, and reliable consent management across the enterprise ecosystem.
Trust scales when consent is consistent. OneTrust plus Azure integrations gave customers transparency and gave the enterprise a reliable privacy backbone.
04 Impact
- Centralized and Scalable Consent & Preference Management Platform
- Consistent Synchronization Across OneTrust, SAP, Salesforce, SFMC, and SFCC
- Enhanced Compliance with Global Privacy Regulations
- Improved Customer Transparency and Preference Management Experience
- Automated Consent Synchronization Through Azure Integration Services
- Reduced Operational Complexity and Manual Effort
- Early Detection and Resolution of Privacy and Data Consistency Issues
- Improved Customer Trust, Regulatory Compliance, and Digital Experience