1. Introduction:

With the strong development, Marketing is becoming more diverse and rich. Businesses want to satisfy customers and improve their competitiveness, so big challenges in capacity, skills to synthesize, manage and exploit data are inevitable. In addition, businesses need to invest in human resources and communication platforms. However, in the 4.0 era, are businesses required to invest brainpower and costs to do everything themselves? Let AntCRM accompany you and solve this problem for you.

AntCRM can solve all of the above difficulties with Marketing Automation features. With AntCRM, businesses' access and interaction channels with customers are rich and complete: Email, phone, text messages, Social networks …. Now, Marketing and Customer Service tasks for tens of thousands of customers only need to be done through a few convenient and simple steps. Every task is performed automatically, with the right object, with the right content, and all information is stored, retrieved, and checked to improve service quality as well as promptly help businesses receive information back. message from the customer.

Processes that businesses proactively create, delete, customize requirements and actions appropriate to each customer group, automatically assign work, and assign employees in charge of customer service in a controlled wayl/statistics/report/evaluation/..., For each Marketing/Customer Service campaign, Businesses can add customers, edit telesales, SMS and/or email content to suit their purposes (good luck). birthday celebration, product promotion, promotional announcements, periodic usage instructions, ...). 

Everything is done professionally and conveniently, reaching multi-channel customers has never been so quick, economical and easy. AntCRM wants to bring satisfaction to businesses and customers nationwide and around the world.

II. Instruction to configure Marketing Automations

1.  Prepare SMS and Email message templates to send to customers

At this first step, the administrator needs to prepare SMS and Email templates

For example, SMS templates, Emails to congratulate birthdays, happy new years or announcements about promotions, upcoming products...

Administrators can refer to the instructions on creating SMS and Email templates here

2. Determine groups of employees who will receive assignments according to each need and action that the business desires

Administrators need to determine the group of employees who will be in charge of Telesales, resolve tickets, tasks and set up assignment rules for that group. 

3. Create and activate procedure

3.1. Create a new procedure

Step 1. At the AntCRM interface, choose module Automations to set up

Step 2. Click Add new 

Step 3. Enter name of procedure (required) and description (if you need)

• Procedure name: the name of  Automation procedures should be clear, memorable and distinguishable. 

• Description: Detail or more information about the procedure.

3.2. Setting procedure:

Step 1.  Choose the customers you need to influence: Leads/Contacts/Accounts/Tasks/ Tickets/ Opportunities (Required)

Step 2. Choose the condition object filter condition (Not required): 

Allows filtering of objects with up to 6 conditions. Depending on the type of object, there will be appropriate filter conditions. Filter conditions support most customer information that trigger conditions do not, such as: Address, date of birth, custom fields, age… v..v..

Tính năng lọc đối tượng được hiểu như sau: 

• When the object is updated: Administrators can filter the available customer list like advanced Lead/contact/Account filtering and then update the object according to the trigger conditions to run the process.

• When a new object is created: Administrators can use filter conditions and activation conditions as a combination of conditions to run the process, meaning the newly created Lead/Contact/Account must satisfy both the filter and activation conditions. When the condition is triggered, the process will run.

Step 3.  Set up the trigger condition process

• Marketing Automations can be applied at times:

• When the object is created: Actions will run as soon as the object is created under the correct conditions

• When object is updated: Actions will run immediately when the object is updated with the correct condition

• When object is created or updated: Actions will run as soon as the object is created or updated under the right conditions

• Daily: Actions performed at a fixed time every day according to settings.

• Weekly: Actions performed at a fixed time every week according to settings.

• Monthly: Actions performed at a fixed time every month according to settings.

• Select the condition that triggers the process, which may optionally be applied:

• All conditions (switch to AND  ) 

• Only one of the setting conditions (switch to OR) 

Ex 1: Choose Add new Contacts with the status is New or contacts is tagged “Test nhãn 5” as the image below

Ex 2: Choose Contacts with the condition that the person in charge will be updated to "Thuan Tran" and tagged "Test nhãn 5"

• You can add up to 10 conditions for a Marketing process

Step 4: Set the actions to be carried out

Admin can apply 1 of or all of the actions, maximum 05 actions, actions can be the same (multiple SMS or multiple Emails, but the maximum number is 05). As follows:

• Send message for customer or employee 

• Send email for customer or employee 

• Update the customer information

• Create task for employee 

• Create ticket for employee 

• Add to Telesales

• Convert Lead to Contact, Account

• Send email for customer or employee: 

Use this action to automatically send SMS to customers or employees whose phone number has the correct message content. Requires org to have an SMS service subscription and setup on AntCRM.

In: 

• SMS service: Choose the SMS service that the company has registered with the carrier, the administrator can configure it himself or send information provided from the carrier to AntCRM's customer support staff to support setup.

• Send to: Subjects can receive SMS (with the requirement that the subject must have phone number information) 

• Sending time: Instead of sending the SMS immediately when the condition is triggered, the administrator can choose to send the SMS at any time.

• Message template: The SMS sample prepared in part II. 1. (can use sample or not)

• Content: The message content is pre-filled after choosing a Template, or the admin just needs to enter the message content for the action without a template.

• Send an email to a Customer or Employee: 

Use this action to automatically send Emails to customers who have emails or employees with the correct content. Requires the org to have email SMTP configured

In which: 

• From: Email has set up SMTP configuration 

• Send to: Objects can receive Emails (with the requirement that the object must have email information). You can optionally CC or BCC to add another email.

• Sending time: Instead of sending the email immediately when the condition is triggered, the administrator can choose any time to send the email.

• Email template: The SMS sample prepared in part II. 1. (can use sample or not)

• Email topic: The topic of email is sent

• Content: The email content is pre-filled after choosing a Template, or the admin can just enter the email content for the action without a template.

• Update the customer information

• Use this action to automatically update customer information such as::

• Change status

• Add or remove tags

• Update PIC

• Update customer source 

• Add or replace additional information content of customer 

• Update industry

• Update custom fields information 

Ex: Businesses require: New customers who are interested and have not yet participated will automatically change their status to Lost after 15 days of no interaction:

Explanation: Every day at 10:00 a.m. (optional), the system will check and filter out customers with "Interested" and "Will participate" status, with the last care date 15 days ago. The action taken is to change the customer's status to "Lost".

• Create task for employee 

Allows automatically creating customer-related tasks and automatically assigning them to employees.

In which:

• Content: Content of tasks assigned to employees

• Group: The group has been established in step II.2. Tasks will be assigned according to assignment rules (sequential or random) to members of the chosen group.

• Priority: Task priority level makes it easy for employees to distinguish which tasks need to be done first.

• Duration: Performing task duration

• Category: Categories of tasks to serve for filtering and grouping tasks.

• Create Ticket for employee: 

Allows automatically creating tickets related to customers and automatically assigning them to employees.

In which: 

• Title: Title of ticket is created

• Priority: Ticket priority level allows employees to easily distinguish which tasks need to be done first.

• Group: The group has been set up in step II. 2. Tasks will be assigned according to assignment rules (sequential or random) to members of the chosen group.

• SLA: Based on the selected SLA, there will be deadlines and reminder emails to urge employees to complete tasks on time, then provide results on time or behind KPI to evaluate human resources. 

See details of SLA setup in section 8.1 in the following document:

 https://beeiq.co/files/He_thong_Ticketing.pdf

+   Brief: content and information about tasks assigned to employees to perform

• Add to campaign

Automatically add customers to existing campaigns according to the right audience (Leads or Contacts/Accounts), administrators can activate the automatic distribution feature or can enter the distribution campaign themselves as desired. When choosing a campaign, basic information of the campaign will appear to ensure you correctly choose the desired Telesales campaign.

Step 5: Save and activate process

After setting up the trigger conditions and actions to perform, click activate the process and click Save to start the automatic Marketing process. Administrators can save the process and activate it whenever needed. 

Below is a specific example:

Create Lead with the correct filter and trigger conditions set up:

• Address: “Da Nang - Viet nam”

• Status: “Will take part in” 

• Tag “Stock customer” 

• PIC is customer care 03

After creating, the system will immediately perform the set actions such as sending emails, SMS, adding to campaigns, converting, creating tasks...