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Understand the usage of Notifications within CRM.COM

What does this section cover?

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

Notifications Glossary

using a third party external system, such as a mobile app or portal.

Notifications Glossary

Communication Templates are

Term	Description
Communications	A Communication refers to any interaction with a physical person or company through the CRM.COM software. Within the context of Notifications, Communications refer to outgoing Communications sent either by Email or SMS.
Communication Queue	The communication queue is used in order to keep completed communications and A list of all Communications, either completed or that require additional processing from CRM.COM or an external system (for example a communication that needs to be sent via email)	Communication templates	External System. Once a Notification is created, a Communication is also created along with an entry in the Communication Queue.
Communication Templates	Templates 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 tags	Communication tags can be used to Communications to generate the Communication Subject or Body. The Templates may include Communication Tags.
Communication Tags	Tags used to dynamically generate the subject or the content of a communication Communication based on data kept on the related contact information or referred business entities

Notifications Key

associated Contact Information or other referred business entities. e.g. the name of the notified Contact Information.
Authorisation Settings	Settings which provide the customer's preferences with regards to being contacted for Marketing purposes through Notification Runs.
Notification Classification	The Classification defines the nature of the Notifications, which can either be Financial (e.g. reminding customers of their unsettled Balance) Customer Care (e.g. welcoming customers as new Rewards Participants or Subscribers) or Reward Offers (e.g. informing participants of new Reward Offers that are applicable to them)
Notification Type	Information related to the generation as well as the content of Notifications, such as the Communication Template to be used, the email or phone Type that the Communication will be sent to and more.

Notifications Key Processes and Concepts

Notifications sent

Processes / Concept

Description

Notifications & CommunicationsCommunicate with multiple customers simultaneously by using Notification Runs

Notifications are

based on

used to enable digital communication with

your

customers,

for example, sending them an

through 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

SMS, in a way similar to Communications.

They can be 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

, based on user defined conditions, enabling the user to simultaneously generate Communications for multiple customers.

View Notification Run Definitions for more information.

Customer Care Notifications Versus Financial Notifications

Notifications

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

can either be used for Marketing, Informational or Billing Purposes. Depending on the content to be communicated to customers, there are three different Classifications to choose from:

- Customer Care:

These are notifications

- Notifications that can provide general information about the entity that is being notified. For example

if you would like to send a

- , a welcoming email

for

- to new subscribers

and provide

- providing information

related to

- on the services and hardware

then a subscription customer care notification should be sent

- .
- Financial:

These are notifications

- 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

- to subscribers that have an unsettled amount

, then a subscription financial notification should be sent.CRM.COM allows you to create Notifications for each entity in the following way

- .
- Status
  colour Blue
  title Available from CRM.COM R12.0.0
  Reward Offers: Notifications that provide information about Reward Offers to eligible participants
Notifications in CRM.COM can be created for following entities:

Customer Care

Financial

Reward Offers

Status

colour	Blue
title	Available from CRM.COM R12.0.0

Subscriptions
Jobs
Activities
Rewards Participants
Award Reward Transactions
Spend Reward Transactions
Award Expiration Transactions
Leads
Service Requests
Payment Gateway Cards
Payment Gateway Requests
Payments
Buy in Advance

Subscriptions
Bills
Wallets
Wallet Product Consumption

Reward Offer

Personalize content included in communications generated through Notification Runs

The text included in the communication with the customer, which is generated through the Notifications, is pre-written and provided in Communication Templates.

Even though the Notifications are created in a batch mode, the pre-written text can be personalised by using Communication Tags, which are replaced by the actual values for each of the recipients.
The Tags included in the Communication Templates are specific to the Classification of the Notification Type:

Financial Notifications useNotification, Contact Information and Accounts Receivable Tags
Customer Care Notifications use Notification and Contact Information Tags as well as Tags of the entity that is included in the related Notification item.

Notifications handled by External Systems

Although CRM.COM

has the ability to send emails and sms directly from CRM.COM system. 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

can send Emails and SMS directly from its interface, it is also possible to notify customers by using third party External Systems. The External Systems have access to the data saved in CRM.COM, such as private SMS Gateways or custom made CRM.COM portals.
Notifications (email or SMS) with a pre-defined External System, will be accessed by that System using CRM.COM WEB APIs and processed accordingly, instead of being handled internally and sent by CRM.COM.

Communication Authorisation Settings

CRM.COM enables its users to contact their customers for marketing and informational purposes through Customer Care Notifications.

The customers can select whether or not hey want to be contacted for Direct or Affiliate marketing. Direct Marketing refers to campaigns a company's / organisation's own products, while Affiliate Marketing refers to campaigns initiated by a company / organisation promoting its partners' products. In cases where it is imperative to communicate important information to customers, their selection can be disregarded.

For more information, check out Authorisation Settingsof Managing Contact Information and Notification Types.

Note
Contacts can also Subscribe (Opt-In) and Unsubscribe (Opt-Out) of Direct and/or Affiliate Marketing material automatically via email links. For more information visit Understanding Communications - Email Tracking.

Consider Presentment Preferences Communication Media

Status

colour	Blue
title	Available from CRM.COM R12.0.0

CRM.COM allows its users to Notify Customers considering their Accounts Receivable's Presentment Preferences.

In cases that the Notification Run will consider the Customer's Presentment Preferences, then the Communication will be sent to the Customer only if the Communication Template's Media is relative to the Customer's Presentment Preference.

Note
For more information, visit Configuring Notification Types

Notifications Access & Viewing Controls

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

Notifications Related

Entity	Network Characteristics	Description
Notifications	Implicit Viewing Access Entities Implied via related Contact Information

Notificationrecords can be accessed, viewed and modified by Users that belong to the Group defined at the Owned By Group of the related Contact Information, or that belong to a Group that collaborates with the specified Group, or by Super Users.

Notifications Related Modules

Customer care notifications

Interaction Entity

How

Communications

A One communication is created per notificationNotification.
Communication templates Templates are used when defining notification typesNotification Types.
Queue External systems Systems are used when defining notification typesNotification Types.
Status
colour Red
title Applicable up to CRM.COM R9.0.0

Accounts Receivable

The notification is created against the Accounts Receivable for Financial notificationsFinancial Notifications are created for an Accounts Receivable.

Contact Information

The notifications is created against the Contact Information for Customer Care notificationsCustomer Care Notifications are created for a Contact Information.

Subscriptions

Customer care Care and Financial notifications Notifications can be created for subscriptionsSubscriptions.

Activities

Customer care notifications Care Notifications can be created for activitiesActivities.

Invoices

Via Subscriptions - Regarding Outstanding amount
Via Activities - Regarding Outstanding amount

Jobs

Customer Care & Financial Notifications can be created for Jobs.

Buy in Advance

Customer Care Notifications can be created for jobsBuy in Advance Requests.

Wallets

Financial notifications Notifications can be created for wallets

Wallet Transactions

Via Wallets - Regarding remaining amountWallets.

Rewards Participants

Customer care notifications Care Notifications can be created for rewards participantsRewards Participants.

Service Requests

Customer care notifications Care Notifications can be created for service requestsService Requests.

Payment Gateway Cards

Customer care notifications Care Notifications can be created for cards Payment Gateway Cards.

Payment Gateway Requests

Customer care notifications Care Notifications can be created for requests Payment Gateway Requests.

Payments

Customer care notifications Care Notifications can be created for paymentsPayments.

Award Reward Transactions

Customer care notifications Care Notifications can be created for award reward transactions

Spend Reward Transactions

Customer care notifications Award Transactions.

Spend Transactions

Customer Care Notifications can be created for Spend Transactions.

Award Expiration Transaction

Customer Care Notifications can be created for spend reward transactionsAward Expiration Transactions.

Bills

Financial notifications Notifications can be created for billsBills.

Reward Offers

Status

colour	Blue
title	Available from CRM.COM R12.0.0

Reward Offers Notifications are created and sent to participants that the offers are applicable for.

Notifications - Business Examples

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

Company ZX wants to set up a Notification for Unsettled Subscriptions

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title	Company 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 wants to communicate with subscribers with unsettled Subscriptions, on the first day of each month.

CRM.COM Solution

The following configurations will be required in the system in order to satisfy the requirementsSystem configurations are necessary:

Set up a Configuring Communication Templates with Template with the Content and Subject that matches your business needs.
Set up a Configuring Notification TypesType.
1. Unsettled Subscriptions
2. Classification: Financial Transactions
3. Notification Information: Subscriptions
Create a new Financial Notification Run Definition
1. Name: Notify Unsettled Subscriptions
2. Notification Type: select the type previously created, same Type that was created previously (Unsettled Subscriptions).
3. Under Criteria: specify all the criteria that will retrieve the subscribers that have with unsettled subscriptionsSubscriptions:
  1. Segments: if whether they exist or not in other segments
  2. Notification History: if whether they were notified or not previously
  3. Accounts Receivable:
    1. Outstanding amount: the range that unsettled subscriptions need to fit intoamount for which a Subscriptions is considered as unsettled, for example 10 Euros€10.
    2. Classifications: which classifications Classifications should be included, for example e.g. All except VIP.
  4. Subscription Criteria
    1. Type of subscriptions Subscriptions to be included, for example Londone.g. London.
    2. Billing Term Schemes of subscriptions Subscriptions to be included, for example Normale.g. Normal.
4. Under Scheduling
  1. Schedule the definition Definition to be executed on a specific date and time.
  2. Schedule the recurrence to be for each month.

Communication Templates Using Notification Tags

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title	Communication Templates using Notification Tags

Business Requirement

Company ZX would like wants to send Notification emails to its customers regarding their account balance, wallet balance, welcoming new subscribers et ceteraAccount Balance, Wallet Balance and to welcome new subscribers.

CRM.COM Suggested Solution

Create templates Templates using notification Notification available tags.

Info

title	Unsettled Subscriptions

#notification#Notification.number
 
Dear #notificationNotification.contact_information.name
 
We would like to remind you that the outstanding amount for your amount of your account #notification#Notification.accounts_receivable.number is #notification#Notification.total_notified_amount, which is related with to the following subscriptions
#notification#Notification.subscriptions_notified_amount
 
Regards
Company ZX Co.

Info

title	Unsettled Accounts Receivable

#notification#Notification.number
 
Dear #notificationNotification.contact_information.name
 
We would like to remind you that the outstanding amount for your amount of your account #notification#Notification.accounts_receivable.number is #notification #Notification.total_notified_amount, which is related with to the following bill
#notification#Notification.bills_notified_amount
 
Regards
Company ZX Co.

Info

title	Wallet with low credit

#notification#Notification.number
 
Dear #notificationNotification.contact_information.name
 
We would like to remind you that the remaining amount in your wallets is the following:
#notification#Notification.wallets_available_amount
 
This amount is estimated to be consumed by:
#notification#Notification.wallets_estimated_consumption_date
 
Regards
Company ZX Co.

Info

title	Wallet Product Consumption near estimated date

#notification#Notification.number
 
Dear #notificationNotification.contact_information.name
 
We would like to remind you that the remaining amount for your amount of your prepaid services is the following:
#notification#Notification.wallets_product_available_amount
 
This amount is estimated to be consumed by:
#notification#Notification.wallets_estimated_consumption_date
 
Regards
Company ZX Co.

Info

title	New Subscribers

#notification#Notification.number
 
Dear #notificationNotification.contact_information.name
 
We would like to welcome you and congratulate you for subscribing with us. Your subscription information is the following:
#notification#Notification.subscriptions_type
 
Regards
Company ZX Co.

Info

title	Completed Jobs

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

Info

title	Completed Activities

#notification#Notification.number

Dear #notificationNotification.contact_information.name

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

#notification#Notification.activities_type

Regards

Company ZX Co.

Allow Customers to choose not to be contacted for Direct Marketing

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title	Financial & Marketing LCS

Business Requirement

Company ZX contacts its customers on a monthly basis to let them know about new offers and available channels. In addition to internal organisation (Direct) marketing campaigns, Company ZX also engages in (Affiliate) marketing campaigns for partners. Some of ZX's customers would like to be removed from the Affiliate and remain in the Direct Marketing campaign Mailing lists.

CRM.COM Solution

Configuration
- Include in Direct Marketing Campaigns
  
  Contact Information: The Authorisation Settings in Contact Information related to Marketing should be set as follows:
  - Send me Direct Marketing material: YES
  - Send me Direct Affiliate material: NO
  Notification Type: The Notification Type used for the monthly Affiliate Marketing campaign should have the Authorisation Settings set as follows (to take into consideration the Affiliate Marketing Contact Information settings):
  - Apply Contact Information Data Protection for Direct Marketing: YES
  - Apply Contact Information Data Protection for Affiliate Marketing: YES
  Notification Run: Use the Customer Care Notification Type created with the settings configured as above.
- System Process
  When the System executes the Notification Run with the Notification Type configured as described above, contacts that meet the criteria will be validated against the Notification's and Communication's criteria and then the Authorisation Settings. Those that are flagged 'YES' for Direct Marketing will be contacted.
- Exclude from Affiliate Marketing Campaigns
  
  Contact Information: The Authorisation Settings in Contact Information related to Marketing should be set as follows:
  - Send me Direct Marketing material: YES
  - Send me Direct Affiliate material: NO
  Notification Type: The Notification Type used for the monthly Direct Marketing campaign should have the Authorisation Settings set as follows (to take into consideration the Direct Marketing Contact Information settings):
  - Apply Contact Information Data Protection for Direct Marketing: YES
  - Apply Contact Information Data Protection for Affiliate Marketing: YES
  Notification Run: Use the Customer Care Notification Type created with the settings configured as above.
- System Process
  When the System executes the Notification Run with the Notification Type configured as described above, contacts that meet the criteria will be validated against the Notification's and Communication's criteria and then the Authorisation Settings. The ones that are flagged 'NO' for Affiliate Marketing will be excluded.

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Versions Compared

Old Version 5

New Version Current

Key

Table of Contents

What are Notifications are Notifications?

Notifications Glossary

Notifications Key Processes and Concepts

Notifications Network Characteristics

Notifications Access & Viewing Controls

Notifications Related Modules

Notifications - Business Examples

Company ZX wants to set up a Notification for Unsettled Subscriptions

Communication Templates Using Notification Tags

Allow Customers to choose not to be contacted for Direct Marketing

Related Areas

Popular Labels

Page Comparison

Versions Compared

Old Version 5

New Version Current

Key

Table of Contents

What are Notifications are Notifications?

Notifications Glossary

Notifications Key Processes and Concepts

Notifications Network Characteristics

Notifications Access & Viewing Controls

Notifications Related Modules

Notifications - Business Examples

Company ZX wants to set up a Notification for Unsettled Subscriptions

Communication Templates Using Notification Tags

Allow Customers to choose not to be contacted for Direct Marketing

Related Areas

Popular Labels