Example of an Event-Triggered Campaign 

Purpose

This is an example of a way in which you could use an event-triggered campaign. A scenario could be that your company sends out several newsletters by e-mail and these contain a link to a survey where the customer can make a complaint if he is unhappy with something. These complaints all need to be handled centrally so that there is a consistent approach to the way in which they are dealt with. To do this, an event-triggered campaign is called up from the newsletter campaign whenever there is a complaint.

Prerequisites

These are the basic prerequisites for an event-triggered campaign. They are described in more detail under Process Flow.

• You need to have created an automated campaign for sending out newsletters. This campaign should contain a profile All members. You also need to create a mail form to be send out periodically to these members, containing a link to the survey where they can enter their complaints.
• You need to have created a second automated campaign. For example, a birthdays campaign where everyone whose birthday falls on a certain date is sent a congratulatory mail. In this case, you would need to create a profile for this campaign containing all those whose birthday is on a certain day. You also need a mail form Congratulations, also including a link to the survey for complaints.
• Finally you need to create your event-triggered campaign. For this, you would need a mail form More details with a link to the survey for complaints.

 

Process Flow

• In the first two campaigns:

·         In the details for the campaign start node, enter that it is a periodic campaign of periodic type monthly with 12 periods and an optional start date.

·         In the details for the campaign element, enter the workflow Create Target Group and Channel Transfer and enter a profile containing the selection criteria for members. On the Channel page, enter e-mail and assign the relevant e-mail with the link to the survey (Make sure you have created a suitable survey). The start date is optional.

·         In the details for the decision node, create the rule In the survey <survey>, business partner answered <question> with <answer>. The question would be Any complaints? and the answer yes with a follow-up step to handle complaints.

·         In the details for the connector node, assign an event-triggered campaign with an optional start date and delay. This is the time you wish to delay between a response and the triggering of your follow-up to that response

...

• In the event-triggered campaign:

·         In the details for the campaign start node, set that it is an event-triggered campaign. In the Where-Used List you can see a list of the campaigns that are linked to this event-triggered campaign. The Call Log shows you when it was launched and who is responsible.

·         In the details for the decision node, create 3 rules:

Business partner meets profile <A-customer>

  ® Follow-up step: Generate Planned Call for IC Agent

In this case, the customer has complained but didn’t give any details so someone needs to phone and find out what the problem is.

Business partner meets profile <B-Customer> and in the survey answered the question <Product or Service Complaint> with <Service>

  ®  Follow-up step: Service Complaint Processing

In this case, the customer specified the nature of the problem and it can therefore be passed on to the relevant area.

Business partner meets profile<B-Customer> and in the survey answered the question <Product or Service Complaint> with <Product>

® Follow-up step: Product Complaint Processing

Again, the problem can be passed on as appropriate.

·         You need to create a campaign element for each rule. In the details for the first campaign element, enter the workflow Send Responder to Channel and that this should start immediately for each responder. In the Channel details, enter IC and assign a relevant script. There should be no start date as the response should be immediate.

·         In the remaining two campaign elements, again enter the workflow Send Responder to Channel and that this should start immediately for each responder. In the Channel details, enter e-mail with a suitable e-mail and e-mail address. There should once again be no start date as the response should be immediate.