Excerpt

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Understand the usage of Communications within CRM.COM

What does this section cover?

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Communications are used to log any interaction between your bidirectional (incoming or outgoing) interaction between customers and your companyagents. Communications can be incoming or outgoing and can support multiple communication Communication media such as EmailsEmail, SMS, phone callstelephony, letters etcand others.

Communications Glossary

Communication tags can be used

Term	Description
Communication	Communication refers Refers to any all interaction with a physical person or company through the CRM.COM software.
Communication tags	Tags	Used to generate the subject or the content of a communication Communication based on data kept on the related contact information Contact Information or referred business entities.

Communications Key Processes and Concepts

CRM.COM allows you to easily create communication templates, i.e., ready-made text with tags that will be automatically replaced with the values of the related business entities. In this way the user can select from the available templates

Processes / Concept	Description
Communication Queue Usage and Communication Queue External Systems	Communication Queue and Communication Queue External Systems are used to process any communications that need to reach the customers in some way. i.e. via Email or SMS. Communication Queue: Communications may have various forms; Face to Face, SMS, Email, phone, letter etc. If a communication is an Email or an SMS, then it will be added in the communication queue once created. Any communications in the queue will then be further processed, either by CRM.COM (if it is an Email or an SMS) or by an external system and only then it will be considered as Completed, i.e. send an Email or the SMS. Other types of Communications will never go in the queue. Communication Queue External System: These are systems that are allowed to access and process information kept in the communication queue of CRM.COM If a communication is not going to be delivered to a customer via the SMS gateway or via the Email provider defined in CRM.COM, it can be processed by an external system as long as the system is defined as a Communication Queue External System. Conditional Access system or a CRM.COM portal are examples of such systems.
SMS Gateway and Email Provider Integration	As explained above, Communications may be sent directly via CRM.COM. This means that any communication that needs to be sent via Email or SMS and that is not going to be processed by an external system and is added in the queue it will be processed by CRM.COM. This is possible if the SMS Gateway integrated with CRM.COM is set up in the system. i.e., CM. Email Provider settings also need to be set up in the system accordingly.
Communication Templates, Communication Tags and Auto-complete	Unrestricted Communication Tags	Tags which are not restricted to CRM.COM specific data (i.e. do not map to a CRM.COM entity). The tags are replaced by values specified by the User while creating or updating a Communication, when the value is repeated several times in a Communication or when the value is not a field saved in CRM.COM.
WYSIWYG Editor	"What You See Is What You Get" Editor is a utility that allows the user to view Content (e.g. an Email) as it will be displayed in a browser, in real time.
Opt-in	Contacts can opt-in, to receive marketing emails, either from your company or affiliate companies.
Opt-out	Contacts can opt-out so that they will never be sent marketing emails, either from your company or affiliate companies.
CM. Gateway	SMS gateway used for sending SMS messages between SMS entities over HTTP.
SMS Related to SMPP Gateway	Short Message Service is a Service provided for exchanging short text messages between mobile phones, using the SMPP protocol.
SMPP Related to SMPP Gateway	Short Message Peer-to-Peer is a standard protocol used in the Telecommunications industry for exchanging SMS messages between SMS entities (Short Message Service Centers) over TCP/IP or X.25 connections. SMPP is supported within CRM.COM to deliver SMS messages and SMSC which support the SMPP protocol v3.4.

Communications Key Processes and Concepts

Processes / Concept

Description

Communication Queue Usage and Communication Queue External Systems

There are several forms of Communication, including of Face to Face, SMS, Email, phone and letter. Email and SMS Communications are added to a Queue from where they are assisted by other processes to reach their intended recipients. Further processing is either handled by CRM.COM (for Email and SMS) or by an external system. External Systems access CRM.COM data through CRM.COM WEB APIs and process information kept in the CRM.COM Communication Queue as required.

View Using Communication Queue & Configuring Communication Queue External Systems for more information.

SMS Gateway and Email Provider Integration

Email and SMS Communications not processed by an external system can be handled directly through CRM.COM.
This is enabled by defining the SMS and/or Email Settings available in the Communication Definitions required for connecting to your email server or one of the SMS Gateways CRM.COM has integrated with.

- CM. Gateway
- SMPP Gateway
  Status
  colour Green
  title Available from CRM.COM R10.0.0

Communication Templates, Communication Tags and Auto-complete

Reusable Communication Templates which the user can select and quickly address the customer's requests for information, keeping a standard and formal style, can be easily created.

Tags may be used to create:

Communication Template Email subject OR Communication subject (not using a template)
Communication Template Email / SMS content OR Communication content (not using a template)

Communication Tags

Communication Tags (text that is automatically replaced by values specific to selected records) come with an auto-complete feature, so that as

when you type

the name of the entity is typed, the available tags are

being made

made available for selection. All available tags are available for selection

Formatting:

by typing '#'.

#entity_name.field : i.e., #subscription.number

Communications Network Characteristics

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

Entity	Network Characteristics
Communications	Contact Information Based Entities Explicit Viewing Access Entities
Communication Queue External Systems	Controlled Selection Access Entities
Communication Templates	Controlled Selection Access Entities

Communications Related Modules

Interaction Entity	How
Contact Information	Communication belongs to Contact Information
Job	Referring to entity
Subscription	Referring to entity
Activity	Referring to entity
Service Request	Referring to entity
Lead	Referring to entity
Related Communication	Referring to entity
Notification	Referring to entity Communications are created via Notification Runs
Accounts Receivable	Referring to entity
Bill	Referring to entity
Payment	Referring to entity
Payment Gateway Card	Referring to entity
Payment Gateway Request Number	Referring to entity
Reward Participant	Referring to entity
Reward Award Transaction	Referring to entity
Reward Spend Transaction	Referring to entity
Communication Queue	Communications are logged in communication Queues
Provisioning - CA Systems	Panaccess OSM Message Run Conax Mail & Bark Message Runs Both processes will create communications that will be added to the Communication Queue.

Communications - Business Examples

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

Notifying overdue subscribers

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Business Requirement

Company ZX would like to send an SMS to overdue subscribers to urge payments before disconnection

CRM.COM Solution

Configuration

Communication Definitions should be set up so an SMS provider is enabled

Communication Template is created for overdue subscribers (optional)

User Process

Create a Communication:
- Contact: Select a contact with overdue subscription
- Direction: Outgoing
- Media: SMS
- Template: Overdue Subscribers (optional)
- To: Select the contact's phone number
- Content: Update or enter message
- Click on "SAVE"

Example-CommunicationSMS Image RemovedAn SMS will be sent on the contact's mobile phone

Image Removed

Communicating Subscription details using template

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title	Company ZX would like to set up a communication template for New Subscribers

Business Requirements

Company ZX would like to send an Email to every newly registered Subscriber to welcome them as customers and to provide them with important information.

CRM.COM Solution

A template should be created as provided in the box below. Every time that a new Subscription is created the agent should:

Go to the Subscription
Execute Action > Communicate Subscription
In the modal Communication window, the agent should select the "New Subscribers" communication template

InfotitleTemplate Text for New Subscribers

Note
Communication Tags can be used in Communication Templates or directly in Communications, in the Content or Subject of the Communication.

Status

colour	Blue
title	Available from CRM.COM R12.0.0

Sending Communications using customer's preferred language

Communications sent to customers either via SMS or email can be sent using the preferred language of the customer. This is achieved by creating a Communication Template and providing the content in multiple languages; the System will then create the Communication using the customer's preferred language.

Note
The customer's preferred language is defined in the Contact Information 'Preferred Language' field

Using Unrestricted Tags

Unrestricted Tags are a special type of free text Communication Tags which are not replaced by values saved in the System. Values for Unrestricted Tags are filled in when creating a Communication and are specific to that Communication.

Anchor

	tracking
	tracking

Using Email & Link Tracking

It is possible to track whether Email Communications and included links have been viewed and/or clicked. Email and Link tracking are available for all Communications or, optionally, for just the ones created through Notification Runs.
Dashboards provide an overview of link and email tracking for Communications created through Notification Runs (usually used for Marketing Purposes).

Note
In order to be able to use the Email Tracking feature, Email Tracking must be enabled and the required configurations performed in the 'Active' Communication Definitions.

Allow Customers to Update Information in CRM.COM via Dynamic Links

Customers can directly update information related to their contacts in CRM.COM, through dynamic links included in Email Communications.

Specifically, customers can:

Opt-in or Opt-out from mailing lists
Accept Responses provided to Service Request
Accept Temporary Resolutions provided to Service Request
Accept Final Resolutions provided for Service Request

Access & Viewing Controls

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

Entity	Network Characteristics	Description
Communications	Contact Information Based Entities Explicit Viewing Access Entities	A Communication cannot be created unless a Contact Information is selected. Communication records can be accessed viewed and modified by Users defined as members of the Communication's Owned By Group, by Users that belong to a Group that collaborates with the Owned By Group, or by Super Users.
Communication Queue External Systems	Controlled Selection Access Entities	A system can be added to a Communication provided the User adding the system belongs to one of the Allowed Organisational Units defined in the system, or a collaboration exists between their Unit and the Allowed Organisational Units, or if the User is a Super User.
Communication Templates	Controlled Selection Access Entities	A Template can be selected when creating a Communication, provided that the User adding the Template belongs to one of the Allowed Organisational Units defined in the Template, or a collaboration exists between their Unit and the Allowed Organisational Units, or if the User is a Super User.

Communications Related Modules

Entity	Interaction of Communications with Entity
Contact Information	Communication belongs to Contact Information.
Job	Referring to entity
Subscription	Referring to entity
Activity	Referring to entity
Service Request	Referring to entity
Lead	Referring to entity
Related Communication	Referring to entity
Notification	Referring to entity Communications are created via Notification Runs.
Accounts Receivable	Referring to entity
Bill	Referring to entity
Payment	Referring to entity
Payment Gateway Card	Referring to entity
Payment Gateway Request Number	Referring to entity
Reward Participant	Referring to entity
Award Transaction	Referring to entity
Spend Transaction	Referring to entity
Access Tokens	Referring to entity
Communication Queue	Email and SMS Communications are logged in the Communication Queue.
Provisioning - CA Systems	All Provisioning processes related to sending mail will create Communications that will be added to the Communication Queue. The Communication Queue External System, in this case, will be one related to the Provisioning Provider.

Communications - Business Examples

The following section provides business examples of how the CRM.COM Communications module is used.

Notifying Overdue Subscribers

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title	Provide a title for the business example. (Keep simple and short)

Business Requirement

Company ZX would like to send an SMS to overdue subscribers to urge payments before disconnection.

CRM.COM Solution

Configuration

Communication Definitions should be set up so that an SMS provider is enabled.

Communication Template is created for overdue subscribers (optional).

User Process

Create a Communication:
- Contact: Select the contact with overdue Subscription
- Direction: Outgoing
- Media: SMS
- Template: Overdue Subscribers (optional)
- To: Select the contact's phone number
- Content: Update or enter message
- Click on "SAVE"

Example-CommunicationSMS Image AddedAn SMS will be sent to the contact's mobile phone.

Image Added

Communicating Subscription Details Using Template

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title	Company ZX would like to set up a communication template for New Subscribers

Business Requirements

Company ZX would like to send a welcome Email to every newly registered Subscriber and provide them with important information.

CRM.COM Solution

A Template should be created as in the box below. Every time that a new Subscription is created the agent should:

Go to the Subscription.
Execute Action > Communicate Subscription.
In the modal Communication window, select the "New Subscribers" Communication Template.

Info

title	Template Text for New Subscribers

Dear #contact_information.name
 
We would like to welcome you and congratulate you for subscribing with us. Your subscription information is the following:
Subscription Number: #subscription.number
Subscription Type: #subscription.type
Subscribed Packages: #subscription.services
Hardware: #subscription.installed_items
For any further information, please do not hesitate to contact us at 000-0000-0000. One of our Call Centre agents will be more than happy to assist you.
 
Regards
Company ZX Co.

Communication Templates Using Communication Tags

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Business Requirement

Company ZX would like to send Communication Emails to its customers regarding their Account Balance, Job status, Subscriptions and more.

CRM.COM Solution

Create Communication Templates using Communication Tags.

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title	Communicate Subscriptions

 
Dear #contact_information.name
We would like to welcome you to our company.
Your subscription #subscription.number is now activated for the following services:
#subscription.services
The following installed items are used:
#subscription.installed_items
Your subscription #subscription.number will be paid by account #accounts_receivable.number.
Your current account balance is #accounts_receivable.balance
 
Regards
Company ZX Co.

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title	Communicate Jobs

Dear #contact_information.name
 
We would like to inform you that your Job related to #job.type, with number #job.number, has been successfully completed.
Thank you for requesting our services. Should you need further assistance please do not hesitate to call our Call Centre at any time.
 
Regards
Company ZX Co.

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title	Communicate Activites

 
Dear #contact_information.name
 
We would like to inform you that your activity related to #activity.type, with number #activity.number, has been successfully completed.
Thank you for requesting our services. Should you need further assistance, please do not hesitate to call our Call Centre at any time.
 
Regards
Company ZX Co.

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title	Communicate Accounts Receivable

Dear #contact_information.name

We would like to

welcome you and congratulate you for subscribing with us. Your subscription information is the following:

Subscription Number: #subscription.number
Subscription Type: #subscription.type
Subscribed Packages: #subscription.services
Hardware: #subscription.installed_items

For any further information, please do not hesitate to contact us at 000-0000-0000. One of our Call Centre agents, will be more than happy to assist you.

inform you that your Account, #accounts_receivable.number, has #accounts_receivable.outstanding_amount Euros.

Please proceed with settling your outstanding amount as soon as possible as we will proceed with disconnections coming Monday.

Should you need more information please do not hesitate to call our Call Centre at any time.

Regards

Company ZX Co.

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title	Communicate Bills

 
Dear #contact_information.name
 
We would like to inform you that your September bill with Bill No: #bill.number needs to be settled by #bill.due_date
 
Regards
Company ZX Co.

Communication Templates using Communication Tags

Dear #contact_information.name

Please see below your registered Card details.

Related Card Account Number: #payment_gateway_card.accounts_receivable.number

Related Card Holder Name: #payment_gateway_card.card_holder_name

Related Card Last 4 digits: #payment_gateway_card.last_four_digits

Related Account Receivable Balance: #payment_gateway_card.accounts_receivable.balance

Please review and contact our Call Centre for any required corrections
Regards
AluxSat Co

Dear #contact_information.name

Please see below the information you have requested with regards to your Account with number: #payment_gateway_request.accounts_receivable.number connected to card registered to #payment_gateway_request.payment_gateway_card.card_holder_name

The balance of your accounts receivable is #payment_gateway_request.accounts_receivable.balance and the outstanding amount is #payment_gateway_request.accounts_receivable.outstanding_amount

Should you need further assistance please do not hesitate to call our Call Centre at any time.
Regards
AluxSat Co

Dear #contact_information.name

We would like to inform you that your payment, with payment number: #payment.number for $#payment.amount has been successfully processed.

Your current balance is: #payment.accounts_receivable.balance and your outstanding amount is:#payment.accounts_receivable.outstanding_amount

Should you need further assistance or any clarifications please do not hesitate to call our Call Centre at any time.
Regards
AluxSat Co

Business Requirement

Company ZX would like to send Communication Emails to its customers regarding their Account balance, Job status, Subscriptions etc.

CRM.COM Solution

Create communication templates using communication tags

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Communication Templates using Communication Tags

Communicate Service Requests

Dear #contact_information.name

We would like to inform you that your Service Request related to #service_request.type, with number #service_request.number, has been successfully #service_request.status.

Thank you for requesting our services. Should you need further assistance please do not hesitate to call our Call Centre at any time.

Regards
AluxSat Co.

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title	Communicate Subscriptions

Rewards Participants

Dear #contact_information.name

We would like to

welcome you to our company.

Your subscription #subscription.number is now activated for the following services:
#subscription.services

The following installed items are used:
#subscription.installed_items

Your subscription #subscription.number will be paid by account #accounts_receivable.number.

Your current account balance is #accounts_receivable.balance

Regards

Company ZX

inform you that your Rewards Membership, with number #rewards_participant.number, has been successfully created on #rewards_participant.sign_up_on by #rewards_participant.sign_up_by_unit.

Your Rewards Membership is connected with your Account #rewards_participant.accounts_receivable.number

You may start collecting awards and we hope you enjoy your rewards!

Should you need further assistance please do not hesitate to call our Call Centre at any time.

Regards
AluxSat Co.

Dear #contact_information.name

We would like to inform you that your Job related to #job.type, with number #job.number, has been successfully completed.

Thank you for requesting our services.

Info

title	Communicate Jobs

	Communicate Award Transactions

Dear #contact_information.name

We would like to inform you that your Rewards Membership, with number #award_reward_transaction.rewards_participant.number, has been successfully awarded from the offer #award_reward_transaction.offer on #award_reward_transaction.date

Your Rewards Award Transaction, with number #award_reward_transaction.number, awards your account with #award_reward_transaction.amount

We hope you enjoy your rewards!

Dear #contact_information.name

We would like to inform you that your activity related to #activity.type, with number #activity.number, has been successfully completed.

Thank you for requesting our services.

Should you need further assistance please do not hesitate to call our Call Centre at any time.

Regards

Company ZX Co.

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title	Communicate Activites

Regards
AluxSat Co

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title	Communicate Spend Transactions

Dear #contact_information.name

We would like to inform you that you have successfully used #spend_reward_transaction.total_amount Euros from your Rewards Membership, with number #spend_reward_transaction.rewards_participant.number .

Your rewards were spent following the spend request with number, #spend_reward_transaction.number, on #spend_reward_transaction.date from #spend_reward_transaction.unit

We hope you enjoy your rewards!

Should you need further assistance please do not hesitate to call our Call Centre at any time.

Regards

Company ZX Co.

AluxSat Co

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title	Communicate Accounts Receivable

Payment Gateway Card Tags

Dear #contact_information.name

We would like to inform you that your Account, #accounts_receivable.number, has #accounts_receivable.outstanding_amount Euros.

Please proceed with settling your outstanding amount as soon as possible as we will proceed with disconnections coming Monday.

Should you need more information please do not hesitate to call our Call Centre at any time.

Regards

Company ZX Co.

Please see below your registered Card details.

Related Card Account Number: #payment_gateway_card.accounts_receivable.number

Related Card Holder Name: #payment_gateway_card.card_holder_name

Related Card Last 4 digits: #payment_gateway_card.last_four_digits

Related Account Receivable Balance: #payment_gateway_card.accounts_receivable.balance

Please review and contact our Call Centre for any required corrections

Regards
AluxSat Co

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title	Communicate Bills

Payment Gateway Request Tags

Dear #contact_information.name
 
We would like to inform you that your September bill with Bill No: #bill.number needs to be settled by #bill.due_date
 
Regards
Company ZX Co.

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title	Communicate Service Requests

Dear #contact_information.name

We would like to inform you that your Service Request related to #service_request.type, with number #service_request.number, has been successfully #service_request.status.

Thank you for requesting our services. Please see below the information you have requested with regards to your Account with number: #payment_gateway_request.accounts_receivable.number connected to card registered to #payment_gateway_request.payment_gateway_card.card_holder_name

The balance of your accounts receivable is #payment_gateway_request.accounts_receivable.balance and the outstanding amount is #payment_gateway_request.accounts_receivable.outstanding_amount

Should you need further assistance please do not hesitate to call our Call Centre at any time.

Regards
AluxSat Co.

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title	Communicate Rewards ParticipantsPayment Tags

Dear #contact_information.name

We would like to inform you that your Rewards Membershippayment, with payment number #rewards_participant: #payment.number, for $#payment.amount has been successfully created on #rewards_participant.sign_up_on by #rewards_participant.sign_up_by_unit.

Your Rewards Membership is connected with your Account #rewards_participant.accounts_receivable.number

You may start collecting awards and we hope you enjoy your rewards!processed.

Your current balance is: #payment.accounts_receivable.balance and your outstanding amount is:#payment.accounts_receivable.outstanding_amount

Should you need further assistance or any clarifications please do not hesitate to call our Call Centre at any time.

Regards
AluxSat Co

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title	Communication 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 Solution

Create templates using notification available tags.

Unsettled Subscriptions

Dear #contact_information.name

We would like to inform you that your Rewards Membership, with number #award_reward_transaction.rewards_participant.number, has been successfully awarded from the offer #award_reward_transaction.offer on #award_reward_transaction.date

Your Rewards Award Transaction, with number #award_reward_transaction.number, awards your account with #award_reward_transaction.amount

We hope you enjoy your rewards!

Should you need further assistance please do not hesitate to call our Call Centre at any time.
Regards
AluxSat Co

Dear #contact_information.name

We would like to inform you that you have successfully used #spend_reward_transaction.total_amount Euros from your Rewards Membership, with number #spend_reward_transaction.rewards_participant.number .

Your rewards were spent following the spend request with number, #spend_reward_transaction.number, on #spend_reward_transaction.date from #spend_reward_transaction.unit

We hope you enjoy your rewards!

Should you need further assistance please do not hesitate to call our Call Centre at any time.
Regards
AluxSat Co

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More Information on Communication Tags can be found at: Using Communication Tags.

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title	Communicate Award Transactions

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title	Communicate Spend Transactions

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title	Communicate Payment Gateway Card Tags

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title	Communicate Payment Gateway Request Tags

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title	Communicate Payment Tags

Note
More Information on Communication Tags* can be found at: Using Communication Tags*

Communication Templates Using Notification Tags

#notification.number

Dear #notification.contact_information.name

We would like to remind you that the remaining amount for your prepaid services is the following:

#notification.wallets_product_available_amount

This amount is estimated to be consumed by:

#notification.wallets_estimated_consumption_date

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title	Communication Templates using Notification Tags

Business Requirement

Company ZX would like to send Notification Emails to its customers regarding their Account and Wallet Balance, to welcome new subscribers and more.

CRM.COM Solution

Create Templates using available Notification Tags.

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title	Unsettled 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.

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title	Unsettled 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.

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title	Wallet 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.

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title	Wallet Product Consumption near estimated date

#notification.number
 
Dear #notification.contact_information.name
 
We would like to remind you that the remaining amount for 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.

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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.

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title	Completed 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.

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title	Completed Activities

#notification.number

Dear #notification.contact_information.name

We would like to remind inform you that the outstanding amount of your account #notification.accounts_receivable.number is #notification.total_notified_amount, which is related to the following subscriptionsthe following jobs have been successfully completed:

#notification.subscriptionsactivities_notified_amounttype

Regards

Company ZX Co.

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title	Unsettled 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.

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title	Wallet 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.

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title	Wallet Product Consumption near estimated date

Communication Templates Using Dynamic Link Tags

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title	Communication Templates using Communication Tags

Business Requirement

Company ZX would like to send Communication Emails to its customers regarding required Actions, prompting them to subscribe in or out of their mailing list, accept Service Request responses and more.

CRM.COM Solution

Create Communication Templates using Communication Tags.

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title	Subscribe in Mailing List

 
Dear #contact_information.name
We would like to welcome you to our company!
As we respect your privacy, please let us know whether you would like to be included in our mailing list. If you subscribe to our list, you will be receiving information related to all new amazing offers. You will have the chance to unsubscribe from the service whenever you please.
If you would like to be included in our direct marketing list, please click on the following link:
#dynamic_link.opt_in_direct_marketing
You also have the option to subscribe to our affiliate marketing list. If you select to subscribe to this list then you will also be contacted with offers related to our distinct partners.
If you would like to be included in our affiliate marketing list, please click on the following link:
#dynamic_link.opt_in_affiliate_marketing
 
Regards
Company ZX Co.

#notification.number

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title	New Subscribers

Subscribe off Mailing List

Dear #notification.contact_information.name

We

If you would like to

welcome you and congratulate you for subscribing with us. Your subscription information is the following:#notification.subscriptions_type

unsubscribe from our Mailing Lists, please click on the respective link below:

#dynamic_link.opt_out_direct_marketing

#dynamic_link.opt_out_affiliate_marketing

Regards

Company ZX Co.

Info

title	Completed Jobs

#notification.number

Info

title	Communicate Service Requests to accept Response

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

title	Completed Activities

#notification.number

Dear #notification.contact_information.name

We would like to inform you that the following jobs have been successfully completed:

#notification.activities_type

Regards

Company ZX Co.

Following up on

your Service Request related to #service_request.type, with number #service_request.number, has been successfully processed.

Please review our response below and then click on the respective link, if you agree, so we can proceed with the resolution of your request.

Response: #service_request.response_description

Processed By: #service_request.responded_by

Processed on: #service_request.response_date

Click on the following link if you Accept the response: #dynamic_link.service_request_response_acceptance

Thank you for requesting our services. Should you need further assistance please do not hesitate to call our Call Centre at any time.

Regards
AluxSat Co.

Note
More Information on Communication Tags can be found at: Using Communication Tags.

Following Up On Communications

More Information on creating Follow Up communications can be found at: Creating Follow Up Communications

button.

Panel

name	blue
title	Customer calling for installation re-visit

Business Requirements

A customer of company ZX has called in the Call Centre and has registered a complaint regarding the quality of his their picture. The agent arranged an appointment with the technical department. Once the technician came back inreturned, the agent called the customer back to confirm whether that the problem was solved.

CRM.COM Solution

Customer calling in to complainCalling-In to Complain

Once the customer calls-in to file a complaint then , the user should create a new communication Communication of Direction 'Incoming', Media 'Phone' and Category : 'Technical Issue'. The communication Communication should be saved using the 'Save as Draft' option , so that the Life Cycle State is not updated to 'Completed'.

Agent registering Registering an appointmentAt the same time the Appointment

The agent should schedule an activity and assign it to the Technical Department with all the related information.

Agent calling back at the customerCalling the Customer Back

Once the activity is closed by the technician, the agent should go back to revisit the initial communication Communication and save it using the "'Save" ' option, so that the communication life cycle state will be updated to completed.Then the Follow up action Communication Life Cycle State is updated to 'Completed'.

The Follow-up Action should be used . On next. The agent should provide the following information on the new Communication that will be created the agent should provide the following information:

Media: Phone
Direction: Outgoing
Category: Service Satisfaction

At the same time the The agent should call the customer and inquire regarding the quality of the picture and the service provided by the technician. The related information should be logged by the agent in the Shared Notes field.

Once completed, the user should save the communication Communication by clicking the " SAVE " button

Note

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Versions Compared

Old Version 4

New Version Current

Key

Table of Contents

What are Communications?

Communications Glossary

Communications Key Processes and Concepts

Communications Key Processes and Concepts

Communications Network Characteristics

Communications Related Modules

Communications - Business Examples

Notifying overdue subscribers

Communicating Subscription details using template

Access & Viewing Controls

Communications Related Modules

Communications - Business Examples

Notifying Overdue Subscribers

Communicating Subscription Details Using Template

Communication Templates Using Communication Tags

Communication Templates using Communication Tags

Communication Templates Using Notification Tags

Communication Templates Using Notification Tags

Communication Templates Using Dynamic Link Tags

Following Up On Communications

Related Areas

Popular Labels

Page Comparison

Versions Compared

Old Version 4

New Version Current

Key

Table of Contents

What are Communications?

Communications Glossary

Communications Key Processes and Concepts

Communications Key Processes and Concepts

Communications Network Characteristics

Communications Related Modules

Communications - Business Examples

Notifying overdue subscribers

Communicating Subscription details using template

Access & Viewing Controls

Communications Related Modules

Communications - Business Examples

Notifying Overdue Subscribers

Communicating Subscription Details Using Template

Communication Templates Using Communication Tags

Communication Templates using Communication Tags

Communication Templates Using Notification Tags

Communication Templates Using Notification Tags

Communication Templates Using Dynamic Link Tags

Following Up On Communications

Related Areas

Popular Labels