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Automated Contact Follow-up CRM

  • 1.  Automated Contact Follow-up CRM

    Posted 11 days ago

    Hello everyone,

    I recently joined a company that currently does not have a CRM; as such, we are looking to use Dynamics 365 / Marketing for the client contact, management, and marketing.  I have access to a trial but I am struggling to find a way to set up a contact on an automated follow-up (such as quarterly, semi-annual, etc).  This is the primary feature we are looking for and a representative suggested I use Dynamics Marketing to do this (rather than Dynamics Sales).

    Does Marketing have this capability, and where/how do I find this?  

    Thanks in advance.

    Kind regards,

    JY



    ------------------------------
    Jennifer Young
    2503829255
    ------------------------------


  • 2.  RE: Automated Contact Follow-up CRM

    TOP CONTRIBUTOR
    Posted 11 days ago
    Hello Jennifer,

    We are using Dynamics for Sales and Marketing, but not for the use case you mentioned.  I would recommend reaching out to Microsoft, or a Microsoft partner, to have them walk you through a demo of your needs to get your questions answered instead of trying to figure this out on your own.

    ------------------------------
    Shawn Hickey
    Burns & McDonnell
    Kansas City MO
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  • 3.  RE: Automated Contact Follow-up CRM

    Posted 11 days ago

    Hi Shawn,
    Yes, perhaps that is a better route.  I am spending too much time trying to find the answer for this online.

    Thank you!​



    ------------------------------
    Jennifer Young
    2503829255
    Victoria BC
    ------------------------------



  • 4.  RE: Automated Contact Follow-up CRM

    GOLD CONTRIBUTOR
    Posted 11 days ago
    Edited by Chad Althaus 11 days ago
    Hey Jennifer,

    You can certainly accomplish this! Within Dynamics 365 Marketing, customer journeys are the primary method to send marketing emails to targeted customers, and there's not a direct way to create a recurrence here. However, I see some options for accomplishing your needs. Hopefully you find my thoughts helpful! I'm sure others might have different approaches.

    First off, the way you send emails can be using Marketing Emails or through regular emails in Dynamics. Marketing emails have robust tracking capabilities, but you have a monthly quota on these based on how many marketing contacts you've purchased. Marketing emails cost money, whereas regular emails in Dynamics do not. Regular emails will also be tracked in the contact's timeline.

    1. First Step - Update Contact
    • Create columns on the Contact table to control when emails should be sent out: 
      • Frequency of Follow-Up (in months) - e.g. 3, 6, 12, etc.
      • Last Follow-Up Date
      • Next Follow-Up Date - calculated column defined as ADDMONTHS(LastFollowUpDate, Frequency)
    Next, you need a way to generate emails based on the dates you've defined on the Contact table itself. Here are two solutions I came up with:

    2a. Send email using the Marketing App
    • Define a segment that Next Follow-Up Date is within the next x amount of time (e.g. Within the next month)
      • A segment template exists for "Birthday within the next 5 days"; this is very similar 
    • Create a Customer Journey targeting this segment to send a Marketing Email
    • Then trigger a workflow that sets the Last Follow-Up Date as the current date.
      • Since Next Follow-Up Date is calculated, it will automatically update. 

    2b. Send email using Power Automate
    Create a cloud flow in Power Automate, which you have access to through any D365 license. 
    • Set trigger as a recurrence - e.g. every 1 week
    • List Contact Rows where Next Follow-Up Date is within the next 7 days
    • Apply to Each:
      • Send an email using an unbound action such as "SendEmailFromTemplate" or "SendTemplate"
      • To do this, you'll want to define an email template for contact communication, and this can reference dynamic content from the Contact row itself to personalize the email. This email will be a standard D365 email that has no licensing implications and is outside the scope of Marketing quotas.  
    Here's what the flow might look like:



    ------------------------------
    Chad Althaus
    Solution Architect Low Code Digital Transformation
    Bray International, Inc.
    Cypress TX
    http://chadalthaus.com/
    ------------------------------



  • 5.  RE: Automated Contact Follow-up CRM

    Posted 11 days ago
      |   view attached

    Hi Chad,
    Thank you for this - however, I am not looking to schedule emails per se, rather I want to be able to schedule an automatic reminder to follow up with a client at a preset time frame (months - 3,6, etc).  The MS rep I spoke with said Dynamics Marketing can be used for this.  I cannot figure out a way to do this, even with your example - I do not see where I would add/edit a column for frequency follow-up (see attached screenshot).  

    This is less intuitive than I had hoped.  

    Cheers,

    Jennifer



    ------------------------------
    Jennifer Young
    2503829255
    Victoria BC
    ------------------------------



  • 6.  RE: Automated Contact Follow-up CRM

    Posted 8 days ago
    Hi Jennifer,
    I guess that using D365 Sales OOB functionality could resolve this need: You may create some dynamic marketing lists (follow up yearly, quarterly, monthly) and add your contacts to these marketing lists. Next, you create quick campains with an appropriate activity of type task. The application will create the corresponding tasks and your users may work on these.  Should be simple and satisfy your request.


    Harald
    Hitachi Solutions Germany

    ------------------------------
    Harald Simon
    PreSales Dynamics CRM
    Hitachi Solutions
    Dorsten
    ------------------------------



  • 7.  RE: Automated Contact Follow-up CRM

    GOLD CONTRIBUTOR
    Posted 8 days ago
    If you don't want to send the emails, then you can create tasks instead of emails with the same process using Power Automate. That's the best solution I see.

    As I said before, there's not really a native way to establish a recurrence within Dynamics 365; that's why Power Automate is so wonderful.

    The other option is to use a customer journey as I mentioned above and create tasks in the journey rather than sending the email itself.

    ------------------------------
    Chad Althaus
    Solution Architect Low Code Digital Transformation
    Bray International, Inc.
    Cypress TX
    http://chadalthaus.com/
    ------------------------------



  • 8.  RE: Automated Contact Follow-up CRM

    Posted 8 days ago
    Hey Jennifer,
    Have you looked into the Playbook functionality that exists with D365 Sales?  This is not the exact answer to your question, and I do think some of the other ideas mentioned - such as Power Automate would work nicely for you.  Another option for you to consider is the use of Playbooks.  With Playbooks you're able to setup standard tasks/appointments/phone call activities  for a record - Opportunity, Account, Quote, etc.  You can "Launch" the Playbook and it will add a series of tasks for the record you have it applied to.  I've typically done this on Opportunities, but I could see this being a good use case for you.

    I'd propose creating a Playbook for "New Contact" Yearly follow ups - create your set of tasks & then launch said playbook on the Account/Contact record of your choosing.  All the tasks you create within the Playbook will be added to your Account timeline (This only works if you have progress tracking turned OFF on the Playbook Template).

    ------------------------------
    Kayla Rohde
    Western Computer
    Oxnard CA
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