Integrate netiCRM groups with flydove's automated marketing features

[andrewwce]

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🏷️ Feature Request Type

Contact

💬 Feature description

Integrate netiCRM groups with flydove's automated marketing features, allowing customers to flexibly set up automated marketing journeys. To facilitate adoption, three target scenarios will be used as examples, and non-applicable categories will be listed.

Target Scenarios:

• First-time Donation Welcome Letter
• Scenario Description: After a donor's first donation, flydove can automatically send a welcome letter by synchronizing with the CRM group (smart group).
• Birthday Donation
• Scenario Description: A month before or a few days ahead of a donor's birthday, flydove can automatically send a birthday donation invitation or birthday card by synchronizing with the CRM group (smart group).
• Donation Anniversary
• Scenario Description: After a period following a donor's first donation, flydove can automatically send an anniversary thank-you letter by synchronizing with the CRM group (smart group).

✨ Solution

Usage Process (including creation sequence):

• Flydove Backend:
  • Group Management: Create automated marketing groups, with custom names, for example, "Group A".
    • List Management: View member lists. If selected as an automated marketing group, contacts will be automatically synchronized.
  • Set up Automated Marketing:
    • Without an existing journey: When creating an automated marketing journey, select "Group A" from "Choose Target Group" and then create the journey.
    • With an existing journey: Edit the target journey in "Automated Marketing List", and in "Journey Settings," choose "Group A" from "Choose Target Group".
    • Use flydove's automated marketing examples to create journeys, detailed applications will be listed in future documentation.
  • The journey can be activated immediately. After syncing CRM data, contacts in the corresponding CRM group will automatically join Group A according to the set update frequency and start the journey.
• CRM Backend:
  • Set up contacts that meet search criteria and create/join groups (both general and smart groups are applicable).
  • In the group settings interface, under the field "flydove Automated Marketing" (to be added, refer to interface planning), select a single target group (Group A) to start syncing the list to flydove's Group A (Reminder: After mapping, other CRM groups can't select Group A).
  • After saving, Group A in flydove's "List Management/Group Management" becomes an automated marketing group, starting the automated marketing journey.

Specifications:

• CRM Backend Needs to Handle:
  • One-to-one mapping limitation for groups. Groups mapped from CRM to flydove should be locked and not editable, and the option for "Group A" should be hidden in other CRM groups for easy viewing of the corresponding flydove group list.
  • Add fields "flydove Automated Marketing Group" and "Immediate Sync Button": Add "flydove Automated Marketing" under "Group Type", which when checked, shows the "flydove Automated Marketing Group" field, editable in both the CRM group creation and editing interface (for illustration).
    • Field Description: Query existing flydove groups through "flydove Query Group API" and display them in a dropdown menu for single selection. Groups that have already been mapped are not displayed.
    • Once a CRM group is bound, the corresponding flydove group cannot be edited anymore, and the field should be locked. Changing the "Group Type" is also not allowed; a separate flydove group must be created to avoid confusion in the corresponding list.
    • The explanation below the "Immediate Sync Button" should also include a regular synchronization mechanism.
  • Synchronization Frequency:
    • Set a regular synchronization frequency: once a day at a specific time, please ask engineering for recommendations.
    • If the "Immediate Sync Button" is clicked: Immediate list synchronization is possible, with a text reminder next to it stating "flydove journeys are not conducted in real-time and depend on flydove's scheduling".
  • If a contact is removed from the CRM group, use flydove's "Delete Contact API" to remove them from the flydove group.
    • Delete Contact API: Refer to the API documentation and search for "?r=api/DeleteCustomer".
  • If a CRM group is deactivated, it only stops syncing the list. Handling of the flydove automated group journey needs separate management, as follows:
    • Display reminder text: Only the CRM group is deactivated, and flydove's automated marketing is still ongoing. To deactivate, go to flydove's "List Management" group management, find the corresponding group, and select "Delete Selected".
• Flydove Backend Corresponding Planning and Specification Reminders:
  • Fields Var1~5: Need to be carefully considered to avoid confusion due to undefined fields.
    • Var1: Birthday
    • Var2~5: To be confirmed. If there's no clear requirement, it can be omitted for now. It's necessary to confirm the fields that CRM can import, planning to define 4 fields to provide, no need to change Var titles.
  • Other Reminders:
    • Phone: Limited to 10 digits (mobile phone).
    • Cannot edit email content after sending.
  • Flydove Operating Manual: https://console2.flydove.net/storage/download/Feixin_User_Guide.pdf
• Potential Risks and Precautions:
  • Accuracy of Smart Group List Filtering (dates, times, etc.): Currently, flydove does not have date-related filtering conditions, and we can only judge on our side. If synchronization list errors occur due to customer configuration mistakes, the emails cannot be retrieved.
    • Handling Method: Enhance warnings in future function documentation.
  • Before going live, validate the functionality of the donation accelerator and identify which items are not recommended for automated marketing.
  • After enabling the flydove process, if a member is in the middle of a journey and needs to be deactivated:
    • Method 1: Deactivate the entire automated process.
    • Method 2: Removing the member data from the group can also stop the journey.
• The possibility of robots opening emails may lead to journey errors.

To be confirmed:

• Can we keep a contact task record after synchronizing the group list to flydove?

Subsequent Steps:

• Engineering starts building the feature.
• Confirm logical issues with flydove.
• Inventory applicable/non-applicable accelerator features (synchronization needs to verify the accuracy of existing function lists): #39293
• Customer service channel explanation: Contact us or flydove.

Timeline:

• 2024 Q1: Complete specifications, conduct internal testing, and write documentation.
• 2024 Q2: Arrange external release process and content.
• Medium to Long Term (not addressed this time):
  • Var Discussion: Combine with RFM discussion.
  • Whether flydove's mailing records can be returned to CRM for recording: Need to confirm the API, the process should be complex, planning to assess later whether to handle it.

🖼️ Screenshot or Simple Wireframe

Refer to Solution

🚩 Redmine Issue Number

38018