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Excerpt
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Understand the usage of Notifications within CRM.COM

What does this section cover?

Table of Contents
minLevel2

What are Notifications ?

Notifications are auto-generated messages, used to communicate information to existing or prospect customers, created in batch mode and based on conditions and criteria, set by a user. Notifications can be sent via Email, SMS or by external systems that have access to CRM.COM data.

Notifications Glossary

TermDescription
Communications

Communication refers to any interaction with a physical person or company through the CRM.COM software.

Communication QueueThe communication queue is used in order to keep completed communications and require additional processing from CRM.COM or an external system (for example a communication that needs to be sent via email)
Communication templates

Communication Templates are used during the creation of new communications to automatically set specific information, such as the communication subject or body, which might include dynamic values (tags)

Communication tagsCommunication tags can be used to generate the subject or the content of a communication based on data kept on the related contact information or referred business entities

 

Notifications Key Processes and Concepts

Processes / ConceptDescription
Notifications and CommunicationsNotifications are based on digital communication with your customers, for example, sending them an email or an sms, however they are created in a batch mode based on certain conditions that can be defined by the user. Communication Templates are being used with pre-written text and even though the notifications are created in a batch mode they are personalised, by the usage of Communication tags, that are replaced by the actual values for each of the customers that are being notified. In addition the communications that are created
Notification Tags versus Communications Tags

Notifications Types selected should be related with a Communication Template with the following types of tags:

  • On communicating financial notifications
    • Notification, Contact Information and Accounts Receivable tags
  • On communicating customer care notifications
    • Notification,  Contact Information and the entity tags of the entity that is included in the related notification item
Customer Care Notifications Versus Financial Notifications

  • Notifications are separated in 2 classifications based on the type of data that they will generate.

    • Customer Care:These are notifications that can provide general information about the entity that is being notified. For example if you would like to send a welcoming email for new subscribers and provide information related to the services and hardware then a subscription customer care notification should be sent
    • Financial: These are notifications that can provide financial information about the entity that is being notified. For example if you would like to send a reminder email of subscribers that have unsettled amount, then a subscription financial notification should be sent.
  • CRM.COM allows you to create Notifications for each entity in the following way:
Customer CareFinancial
  • Subscriptions
  • Jobs
  • Activities
  • Rewards Participants
  • Award Reward Transactions
  • Spend Reward Transactions
  • Service Requests
  • Payment Gateway Cards
  • Payment Gateway Requests
  • Payments
  • Subscriptions
  • Bills
  • Wallets
  • Wallet Product Consumption
Notifications sent by External SystemsCRM.COM has the ability to send Emails and SMS directly within CRM.COM. However, if you would like to notify your customers by using a different system, for example via your own Payment Gateway, or via a custom made CRM.COM portal, then you have the option to do so, by using external systems. External systems are in general 3rd party systems that are allowed to access data saved in CRM.COM

Notifications Network Characteristics

Network Characteristics define the level of access for each record. i.e., whether it will be available for selection, viewing, editing etc.

EntityNetwork Characteristics
Notifications

 

Notifications Related Modules

Interaction EntityHow
Communications
  • A communication is created per notification
  • Communication templates are used when defining notification types
  • Queue External systems are used when defining notification types

Accounts Receivable

The notification is created against the Accounts Receivable for Financial notifications
Contact InformationThe notifications is created against the Contact Information for Customer Care notifications
SubscriptionsCustomer care and Financial notifications can be created for subscriptions
ActivitiesCustomer care notifications can be created for activities
Invoices
  • Via Subscriptions - Regarding Outstanding amount
  • Via Activities - Regarding Outstanding amount
JobsCustomer care notifications can be created for jobs
WalletsFinancial notifications can be created for wallets
Wallet Transactions
  • Via Wallets - Regarding remaining amount

Rewards Participants

Customer care notifications can be created for rewards participants

Service Requests

Customer care notifications can be created for service requests

Payment Gateway Cards

Customer care notifications can be created for cards
Payment Gateway RequestsCustomer care notifications can be created for requests
PaymentsCustomer care notifications can be created for payments

Award Reward Transactions

Customer care notifications can be created for award reward transactions
Spend Reward TransactionsCustomer care notifications can be created for spend reward transactions
BillsFinancial notifications can be created for bills

 

Notifications  - Business Examples

The following section provides business examples to help you understand how CRM.COM Notifications module is used.

Company ZX wants to set up a Notification for Unsettled Subscriptions

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titleCompany ZX wants to set up a Notification for Unsettled Subscriptions

Company ZX would like to set up a notification that informs their customers for any unsettled subscriptions on the 1st of each month

CRM.COM Solution

The following configurations will be required in the system in order to satisfy the requirements:

  1. Set up a Configuring Communication Templates with the Content and Subject that matches your business needs
  2. Set up a Configuring Notification Types
    1. Unsettled Subscriptions
    2. Classification: Financial Transactions
    3. Notification Information: Subscriptions
  3. Create a new Financial Notification Run Definition
    1. Name:  Notify Unsettled Subscriptions
    2. Notification Type: select the type previously created, Unsettled Subscriptions
    3. Under Criteria: specify all the criteria that will retrieve the subscribers that have unsettled subscriptions:
      1. Segments: if they exist or not in other segments
      2. Notification History: if they were notified or not previously
      3. Accounts Receivable:
        1. Outstanding amount: the range that unsettled subscriptions need to fit into, for example 10 Euros
        2. Classifications: which classifications should be included, for example All except VIP
      4. Subscription Criteria
        1. Type of subscriptions to be included, for example London
        2. Billing Term Schemes of subscriptions to be included, for example Normal

    4. Under Scheduling

      1. Schedule the definition to be executed on a specific date and time

      2. Schedule the recurrence to be each month

Communication Templates Using Notification Tags

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titleCommunication Templates using Notification Tags

Business Requirement

Company ZX would like to send Notification emails to its customers regarding their account balance, wallet balance, welcoming new subscribers etc.

CRM.COM Suggested Solution

Create templates using notification available tags.

Info
titleUnsettled Subscriptions
#notification.number
 
Dear #notification.contact_information.name
 
We would like to remind you that the outstanding amount of your account #notification.accounts_receivable.number is #notification.total_notified_amount, which is related to the following subscriptions
#notification.subscriptions_notified_amount
 
Regards
Company ZX Co.
Info
titleUnsettled Accounts Receivable
#notification.number
 
Dear #notification.contact_information.name
 
We would like to remind you that the outstanding amount of your account #notification.accounts_receivable.number is #notification.total_notified_amount, which is related to the following bill
#notification.bills_notified_amount
 
Regards
Company ZX Co.
Info
titleWallet with low credit
#notification.number
 
Dear #notification.contact_information.name
 
We would like to remind you that the remaining amount in your wallets is the following:
#notification.wallets_available_amount
 
This amount is estimated to be consumed by:
#notification.wallets_estimated_consumption_date
 
Regards
Company ZX Co.
Info
titleWallet Product Consumption near estimated date
#notification.number
 
Dear #notification.contact_information.name
 
We would like to remind you that the remaining amount of your prepaid services is the following:
#notification.wallets_product_available_amount
 
This amount is estimated to be consumed by:
#notification.wallets_estimated_consumption_date
 
Regards
Company ZX Co.
Info
title New Subscribers
#notification.number
 
Dear #notification.contact_information.name
 
We would like to welcome you and congratulate you for subscribing with us. Your subscription information is the following:
#notification.subscriptions_type
 
Regards
Company ZX Co.
Info
titleCompleted Jobs
#notification.number
 
Dear #notification.contact_information.name
 
We would like to inform you that the following jobs have been completed successfully:
#notification.jobs_type
 
Regards
Company ZX Co.
Info
titleCompleted Activities

 

#notification.number

 
Dear #notification.contact_information.name
 
We would like to inform you that the following jobs have been completed successfully:
#notification.activities_type
 
Regards
Company ZX Co.
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