What does this section cover?

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

Term	Description
Communications	Communication refers to any interaction with a physical person or company through the CRM.COM software.
Communication Queue	The 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 tags	Communication 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 / Concept

Description

Notifications and Communications

Notifications 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.

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 Care	Financial
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 Jobs Buy in Advance

Notifications sent by External Systems

CRM.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.

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

Notifications Related Modules

Interaction Entity	How
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 Information	The notifications is created against the Contact Information for Customer Care notifications
Subscriptions	Customer care and Financial notifications can be created for subscriptions
Activities	Customer care notifications can be created for activities
Invoices	Via Subscriptions - Regarding Outstanding amount Via Activities - Regarding Outstanding amount
Jobs	Customer Care & Financial notifications can be created for jobs
Buy in Advance	Financial notifications can be created for buy in advance requests
Wallets	Financial 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 Requests	Customer care notifications can be created for requests
Payments	Customer care notifications can be created for payments
Award Reward Transactions	Customer care notifications can be created for award reward transactions
Spend Reward Transactions	Customer care notifications can be created for spend reward transactions
Bills	Financial 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

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 on the 1st of each month

CRM.COM Solution

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

Set up a Configuring Communication Templates with the Content and Subject that matches your business needs
Set up a Configuring Notification Types
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, 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

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 Suggested Solution

Create templates using notification available tags.

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.

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.

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.

Wallet 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.

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.

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.

Completed 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.

Related Areas

Page:

Understanding Notifications — Understand the usage of Notifications within CRM.COM
Page:

Configuring Notification Types — Learn to configure Notification Types
Page:

Managing Notifications — Learn to work with Notifications
Page:

Using Notification Run Definitions — Learn to configure Notification Run Definitions that will determine the overall behaviour of Notification Runs

Understanding Notifications