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

Term	Description
Communication	Communication refers to any interaction with a physical person or company through the CRM.COM software.
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.
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.
Opt in	Opt in email is a term used when someone is given the option to receive email. Typically, this is some sort of mailing list, newsletter, or advertising
Opt out	Instead of giving people the option to be put in the list, they are automatically put in and then have the option to request to be taken out
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 SMPP protocol.
SMPP Related to SMPP Gateway	Short Message Peer-to-Peer is a standard protocol used in Telecommunication 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 an SMSC which supports the SMPP protocol v3.4.

Communications Key Processes and Concepts

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. CRM.COM has integrated with 2 different SMS Gateways which you can select between CM. Gateway SMPP Gateway AVAILABLE FROM CRM.COM R10.0.0 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 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 Communication Template Email subject OR Communication subject (not using a template) Communication Template Email / SMS content OR Communication content (not using a template) Formatting: #entity_name.field : i.e., #subscription.number
Email Tracking AVAILABLE FROM CRM.COM R9	CRM.COM allows you to track the status of emails, which have been sent to contacts via communications as well as allow the contact to directly update information in CRM.COM, related to their contact via specific links included in the links of their emails. This is available via the email tracking utility. 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 service request response, 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
Review Email Tracking via Dashboards AVAILABLE FROM CRM.COM R9	CRM.COM allows you to easily track communications via related dashboards. The dashboards are available per Notification Run as such communications will be usually be sent out to customers via configured notification run batch processes. Visit the following links to check out the 2 related dashboards available, displaying the required information in an easy to read visual format: Tracked Communication Links Per Notification Run and Month Stacked Bar Tracked Communications Per Notification Run and Month Stacked Bar

Access & Viewing Controls

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	All Provisioning processes that are related to mail sending All 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

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 An 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.

Communication Templates Using Dynamic Link Tags

Communication Templates using Communication Tags

AVAILABLE FROM CRM.COM R9.0.0

Business Requirement

Company ZX would like to send Communication Emails to its customers regarding actions that should be taken by them, prompting them to subscribe in or out from their mailing list, accept Service Request Reponces etc

CRM.COM Solution

Create communication templates using communication tags.

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 in our list, you will be receiving information related to any new amazing offers. You will have the chance to subscribe off 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
In addition you have the option to subscribe to our affiliate marketing list. If you select to subscribe to this list then you will also be contacted for 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.

Subscribe off Mailing List

 
Dear #contact_information.name
If you would like to subscribe off 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.

Communicate Service Requests to accept Response

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 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.

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

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

Related Areas

Page:

Communication Tags - R18
Page:

Configuring Communication Queue External Systems
Page:

Configuring Communication Templates
Page:

Configuring Communication Categories
Page:

Using Communication Queue
Page:

Using Communication Tags
Page:

Creating Communications for other CRM.COM entities
Page:

Configuring Communication Definitions
Page:

Managing Communications
Page:

Understanding Communications
Page:

Communication Tags - R15
Page:

Communication Tags

Understanding Communications

What does this section cover?

What are Communications?

Communications Glossary

Communications Key Processes and Concepts

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 Notification Tags

Communication Templates Using Dynamic Link Tags

Following up on Communications

Related Areas