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Overview
Contact information stores the preferences and details of physical persons or companies, including customers, leads, users and partners, with which a business interacts. The information is used for identifying contacts and communicating with them.
Module features
- Contacts are considered to be customers when their contact information is associated with an accounts receivable. This is reflected by a contact information in a 'Financial' life cycle state.
- Several addresses and phone numbers can be registered for each contact and used by processes in other modules. For example, it is possible to assign an address for billing and another for deliveries.
- Contact information registers preferences regarding participation in direct and affiliate marketing campaigns, conforming with the Data Protection Act, and enables customers to opt in and out of mailing lists from their email.
- Contact information enables the automatic assignment of contact name day, which can be used for marketing and rewards purposes.
- It is also used to assign the preferred language for outbound communications.
Setting Up Contact Information
Categories
Categories can be used to classify contacts according to their business role (e.g., customers or partners).
Industries and Industry Sectors
Any economy is made up of sectors which can be broken down into industries.
An industry consists of a specific group of companies with common business activity (for example, energy, law, marketing, telecommunications). A sector is made up of several industries and refers to a large segment of the economy (for example, industrial, service, financial).
Once industries and industry sectors are configured in the system, they can be added to contact information and used for grouping and reference.
Business definitions
Contact information definitions are business rules which are used to control the behavior of contact information throughout its life cycle. There can only be one active definition at a time.
Definition fields
The table describes the sections of the Contact Information Definition Data Entry page and explains how the fields in the page are used.
Mandatory
Configurable
| Rules | |
|---|---|
| Define the order in which the first, last, and middle name of the contact should be displayed or entered in the Summary and Data Entry page, as well as in searches, reports and dashboards. |
Persons Uniqueness Rules | Define the field or combination of fields which will be used to guarantee the uniqueness of a person's contact information. Uniqueness is validated when creating or updating contact information. E.g., (Last name and ID number) OR Social Security Number. |
Companies Uniqueness Rules | Define the field or combination of fields which will be used to guarantee the uniqueness of a company's contact information. Uniqueness is validated when creating or updating contact information. E.g., (Name and VAT number) OR VAT Number only. |
| Name Day Rules | Rules are used to assign a name day (if applicable) to contact information. Provide the date of the name day and all names which celebrate on that day, including name variations, separated by a comma. Once the rules are in place, execute the name day application process to assign the name day to the contact information of contacts that have a name day. |
Authorisation Settings | |
Define a default setting regarding whether direct or affiliate marketing material should be sent to new contacts. The default can be changed from the contact information Data Entry page. For a description on setting up and using authorisation settings, refer to Contact notification preferences. | |
| Supported Preferences | |
Addresses - Emails - Phones - Relations | Define the types which are supported by the system. |
Related configuration areas
The following modules are related to contact information and may be configured for the contact information module to operate at its full capacity.
Manual Link | Area | Description |
|---|---|---|
Privacy level assignment rules | Provide automation on setting the privacy level for the contact. | |
| Platform | Formatting settings | Provide formatting settings regarding contact information fields. |
| Communications | Communication templates | Create communication templates, including dynamic links that enable customers to opt in and out of mailing lists. |
Using Contact Information
CRM > Contact Information > Manage Contact Information
Contact information is used to organise the details of customers, porspect customers, users and partners. A separate set of information is kept depending on whether the contact is a physical person or company.
Contact information fields
The table describes the sections of the Contact Information Data Entry page and explains how the fields in the page are used.
Mandatory
Configurable
| Main Information | |
|---|---|
For persons:
Gender and Title are optional. For companies:
Preferred Language: Used for communication purposes. If none is specified, the system will use the default language. Photo: Supply an image file for use as a profile photo by third-party systems, such as a mobile apps or portals. | |
| Addresses | |
A contact can have several postal addresses. One address of each type can be active at a time. Supported types are defined in the contact information definition. In order to define a new address for an existing type, the current address must be deactivated. Addresses can be supplied and edited from modules other than contact information. For example, an address can be entered from the subscriptions module, as an installation address, and one can be entered from the accounts receivable module, as a billing address. Both are added to the contact information addresses. It is possible to view and reactivate inactive addresses by using the View Inactive link. | |
| Phones | |
A contact can have several phone numbers. One phone of each type can be active at a time. Supported types are created in the contact information definition. The area code is set automatically based on the selection in the countries module, available under Platform. | |
| Emails | |
A contact can have several email addresses. Supported types are created in the contact information definition. The email address must include an '@' character and a '.' at a position following '@' to be valid. | |
Demographics (for 'Person' contacts only) | |
Personal information associated to the contact including ID Number, Registration Country, Passport Number, Passport Registration Country, Social Security Number, Country of Residence, Name Day: Can be automatically applied through the name day application definition, based on the name day rules configured in the contact information definition. Depending on the fields defined in the uniqueness rule of the contact information definition, some of the fields in this section may be mandatory. For example, if Social Security Number is included in the uniqueness rule, then it is mandatory to provide the number for each contact. | |
Company Profile (for 'Company' contacts only) | |
Company information associated to the contact including Depending on the fields defined in the uniqueness rule of the contact information definition, some of the fields in this section may be mandatory. For example, if the VAT Registration Number is included in the uniqueness rule, then it is mandatory to provide the number for each company contact. | |
Relations (Contacts associated with the one currently selected) | |
Outward Relations: A number of contacts with which the currently selected contact is associated.
Inward Relations: The contacts who have the currently selected contact as an outward relation. Inwards relations cannot be edited. They can change if an outward relation modifies their relationship entry from the Data Entry page. | |
| Authorisation Settings | |
Determine whether the contact should be sent direct and affiliate marketing material. The settings default to those in the contact information definition. Send Direct / Affiliate Marketing Material: Enable if the contact should be a recipient (of in-house or partner marketing campaigns, respectively, and of customer care notifications). Customers can opt in and out of mailing lists (i.e., update their authorisation settings) directly from their email. For a description on setting up and using authorisation settings, refer to Contact notification preferences . |
Creating and processing contact information
Validations take place before an action is initiated (prerequisite) or after it is submitted (postcondition).
Selecting and creating contact information
Specify the criteria that match the contact information you are interested in or use NEW > Person or Company from the Actions menu to register the detail of a new contact. Provide the information defined as mandatory in the contact information fields table and SAVE the contact.
Contacts associated with an accounts receivable are already customers and have a 'Financial' life cycle state. Contacts without an accounts receivable are not customers yet and have a 'Marketing' life cycle state.
Working with contact information addresses
One active address of each type (Business, Home, PO Box, Billing or any other configured type) can be registered for a contact at a time.
Previous address data can be inactivated and kept in the system, for future access and reactivation (in case the contact returns to a former address).
Deactivating addresses
- In Edit mode, select the Addresses tab where 'active' addresses of each type are displayed, and choose the address to deactivate by using the respective radio button.
Click DEACTIVATE.
Addresses used by other entities (e.g., accounts receivables or subscriptions) cannot be deactivated.
Activating or removing inactive addresses
- Select the Addresses Tab and click on VIEW INACTIVE for a list of inactive addresses registered in the system.
Click on ACTIVATE to reactivate an address or REMOVE to delete an address.
Click on VIEW ACTIVE to return to active addresses.
Applying business flows on contact information
Communicating contact information
Contact information details are used when communicating with customers from every module in the system. You can use tags (text that is automatically replaced by values specific to selected records) for all communications. Tags are available for selection by typing '#'.
Refer to the Communications manual for a complete list of contact information tags.
Contact notification preferences
Contacts can opt-in and out of communications regarding direct (in-house) and affiliate (partner) marketing campaigns. Contacts do not have the option to opt out of communications regarding financial matters, such as bills.
It is possible to override contact preferences, when it is imperative to communicate important information.
Applying or ignoring contact notification preferences
Notification runs apply contact communication preferences when the 'Apply Contact Information Data Protection for Direct / Affiliate Marketing' setting is selected, in the notification type. If it is not selected, the system will communicate with the customer regardless of the contact information preference.
Opting-in and out of mailing lists
Customers can opt-in and out of direct and affiliate mailing lists directly from their email by using dynamic links.
Assigning a name day to contacts
Contact information enables the automatic assignment of a contact name day, so that customers can be contacted with wishes and rewards on their name day.
Configure name day application run definitions and name day rules in the contact information definition to assign a name day to contacts.
Submit the definition to execute the run. The run will identify the contacts that satisfy (at least one of) the 'name day rules' configured in the contact information definition and which comply with the 'name day application settings' in the 'name day rule' definition. The name day of each contact that qualifies will be set in the respective contact information field.
Name day application settings determine whether the name day rules will be applied to All (person) contacts (regardless of whether a different name day is already specified) or only to those Without Name Day already specified.
- Navigate to CRM > Contact Information > Perform Name Day Automation Runs.
- Create a new definition and select whether all contacts should be included in the run (updating contacts with a name day) or just the ones without a name day.
- Provide scheduling settings and SAVE the definition.
- Click on Submit from the Actions menu and execute or schedule the definition.
Classifying contacts
A customer in CRM.COM is defined as a contact with an accounts receivable in a 'Financial' life cycle state. Customers are not represented by any other entity within the system. Contacts who are not customers have a 'Marketing' life cycle state.
Segmenting contact information
Contact information with common business characteristics can be grouped together. The resulting lists can be used in system processes to identify customers or for simple statistical calculations.
For more information on segmentation and how you can create contact information lists refer to Segmentation.
Contact Information Business Examples
Company uniqueness rule
Scenario 1
Company ZX would like to ensure that there are no companies in its contact information that share the same VAT Registration Number.
Solution
Configuration
In the contact information definition, VAT Registration Number should be checked under Company Uniqueness Rules.
If one or more fields are specified in the rule (e.g., VAT Registration Number OR (Name AND VAT Registration Number), then it is not possible for two contacts to share the same VAT Registration Number or combination of the two values, respectively.
Person uniqueness rule
Scenario 1
Company ZX would like to ensure that the information on ID Number is unique for all contacts.
Solution
Configuration
In the contact information definition, ID Number should be checked under Person Uniqueness Rules.
Scenario 2
Company ZX would like to ensure that the information on ID AND Social Security Number is unique for all contacts.
Solution
Configuration
In the contact information definition, ID Number AND Social Security Number should be checked under Person Uniqueness Rules.
If one or more fields are specified in the rule (E.g., ID Number OR (Social Security Number AND ID Number), then it is not possible for two contacts to share the same ID Number or combination of the two values, respectively.
Financial and marketing life cycle state
Scenario 1
Company ZX registers two new contacts in the system, one as a new subscriber and the other as a lead.
Solution
User Process
Financial
The new contact is registered in the system as a subscriber. A subscription and an accounts receivable are created, for billing purposes and to track the financial progress of the customer. The life cycle state of the contact is automatically updated to 'Financial'.
Marketing
A new contact is registered in the system as a lead. An accounts receivable is not necessary and the life cycle state of the contact remains as 'Marketing'. If the lead is converted (becomes a subscriber) and an accounts receivable is created, the life cycle state of the contact will automatically be updated to 'Financial'.
Exclude customers from partner marketing campaigns
Scenario 1
Company ZX contacts its customers on a monthly basis to inform them regarding offers and new channels. Other than its own marketing campaigns, Company ZX also engages in affiliate marketing for partners. Some customers want to be removed from the affiliate marketing mailing list, but remain on the direct marketing mailing lists.
Solution
Contact Information
Opt-out of Affiliate Marketing Campaigns & Opti-in Direct Marketing Campaigns.
Authorisation settings related to affiliate marketing should be set as follows:
- Send Direct Marketing material: YES
- Send Direct Affiliate material: NO
Notification Type
Affiliate marketing campaign
For the system to take into consideration the affiliate marketing contact information authorisation settings, the notification type used for the monthly affiliate marketing campaign should be as follows:
- Apply Contact Information Data Protection for Affiliate Marketing: YES
Direct marketing campaign
For the system to take into consideration the direct marketing contact information authorisation settings, the notification type used for the monthly direct marketing campaign should be as follows:
- Apply Contact Information Data Protection for Direct Marketing: YES
System Process
Notifications created using the 'affiliate marketing' notification type are not sent to customers.
Notifications created using the 'direct marketing' notification type are sent to customers.
Notes
- If you are using a previous release, view CRM.COM Release Changes.
- Use the contact information WEB API to create and manage contact information from an external system, such as a customer portal. View the Contact information WEB API for a complete list of actions available through the WEB API.
Glossary
| CRM.COM Term | Definition |
|---|---|
| Accounts Receivable | A ledger of the financial transactions carried out between a company and its customers, such as invoices and payments. |
| Subscription | A collection of customer services billed on a recurring, usage or one-time basis. |
| Opt-in / Opt-out | To choose to be involved (opt-in) or not to participate (opt-out) in something, for example, to receive direct or affiliate marketing emails. |
| Notification | Auto-generated text, used to communicate financial or customer care information to existing or prospective customers. Notifications are sent through CRM.COM by email or SMS or by using a third party external system, such as a mobile app or portal. |