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R9 - Understanding Communications

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What does this section cover?

What are Communications?

Communications are used to log any interaction between your customers and your company. Communications can be incoming or outgoing and can support multiple communication media such as Emails, SMS, phone calls, letters etc.

Communications Glossary

TermDescription
Communication

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

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.

Unrestricted Communication tags

AVAILABLE FROM CRM.COM R9

Unrestricted tags are tags which are not restricted to CRM.COM specific data (i.e. they do not map to a CRM.COM entity). Those tags are replaced using the values that are specified by the user while creating or updating a communication.

WYSIWYG Editor

AVAILABLE FROM CRM.COM R9

"What You See Is What You Get" Editor is a utility that provides the ability to create and maintain the content of a screen in real time.

Email Tracking

AVAILABLE FROM CRM.COM R9

CRM.COM allows you to track status of emails, which have been sent to contacts via communications. Via the specific feature contacts can "directly" update information saved within CRM.COM, related to their contact via specific links included in the links of their emails.

More specifically the following options are available via Email Tracking

  • Track viewed email communications
  • Track viewed links included in email communications
  • Allow customers to opt in or opt out from direct or affiliate marketing notifications, through links included in email communications
  • Allow customer to accept temporary or final service request resolutions, through links included in email communications

In order to be able to use the email tracking feature, you will need to enable email tracking utility and setup the system accordingly via Communication Definitions and use the predefined Dynamic Link Tags when creating Communications, or Communication Templates. In addition the contact should have the email authorisation settings turn on, in order to be allowed to receive emails

Communications Key Processes and Concepts

Processes / ConceptDescription
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
  • 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 and quickly address the customer's requests for information, keeping a standard and formal style. 
  • 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 come with an auto-complete feature, so as when you type the name of the entity the available tags are being made available for selection
  • Formatting: #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.

EntityNetwork Characteristics

Communications

Communication Queue External Systems
Communication Templates

 

Communications Related Modules

Interaction EntityHow
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

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

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-CommunicationSMSAn SMS will be sent on the contact's mobile phone


 

Communicating Subscription details using template

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

 

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

Communication Templates using Communication Tags

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.

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.

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.

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.

Communicate Accounts Receivable

 
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.

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.

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.

Communicate Rewards Participants

Dear #contact_information.name

We would like to 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.

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!

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


Regards
AluxSat Co

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
AluxSat Co

 

 

Communicate Payment Gateway Card 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

 

 

Communicate Payment Gateway Request Tags

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

Communicate Payment Tags

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

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

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 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 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.

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 successfully completed:
#notification.activities_type
 
Regards
Company ZX Co.

 

Following up on Communications

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 picture. The agent arranged an appointment with the technical department. Once the technician came back in, the agent called the customer back to confirm whether the problem was solved.

 

 

CRM.COM Solution
 

Customer calling in to complain

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

 

Agent registering an appointment

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

 

Agent calling back at the customer

Once the activity is closed by the technician the agent should go back to the initial 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 should be used. 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 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 by clicking the "SAVE" button

 

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

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