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Automated follow-up activities

  • 1.  Automated follow-up activities

    TOP CONTRIBUTOR
    Posted Jan 04, 2019 03:47 PM
    Happy Friday!
    I have several users who would like to schedule regular follow up activities with their client contacts just to check in.  They want these to happen automatically.  I am thinking i could create a marketing list that they add their contacts to and we work from there? We have click dimensions so I am sure we could develop something through there?  Any ideas would be greatly appreciated!

    Laura

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    Laura Mortick
    Marketing Information Systems Manager
    Terracon
    Olathe KS
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  • 2.  RE: Automated follow-up activities

    GOLD CONTRIBUTOR
    Posted Jan 07, 2019 03:49 AM
    Hi Laura,

    How about a field on the activity form, labelled "Schedule Follow Up", or similar? When the user clicks this, a workflow copies most of the data to a new activity, set to a certain pre-defined date (such as 14 days after the first call).

    I've personally found if you create too many auto generated tasks, without user interaction, they tend to build up in the system and become an annoyance to users.

    Thanks,

    Tom

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    Tom Pickles
    Dynamics CRM Analyst
    ICAS
    EDINBURGH
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  • 3.  RE: Automated follow-up activities

    TOP CONTRIBUTOR
    Posted Jan 07, 2019 09:53 AM
    I agree with Tom.  Plus, you mentioned that "some" of the users would like this, but perhaps not all.  So an automated workflow based on data on the account or contact form would affect all users.

    Have the users identified the type of activity they want?  If it's just an email outreach, it seems that ClickDimensions would be a great option.

    Cheers,
    Phyllis

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    Phyllis Eriksen
    Dynamics 365 CRM Administrator
    Audimation Services, Inc.
    Houston, TX
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  • 4.  RE: Automated follow-up activities

    SILVER CONTRIBUTOR
    Posted Jan 07, 2019 11:45 AM
    @Laura Mortick  Have you looked into or do you have Email Engagement enabled?  I know this feature allows you to schedule when emails would go out so you could have those users that want to send the check-ins schedule them directly with the system.

    I don't have much experience with it but wanted to mention it as an option.  We turned it on in our dev environment when it was Relationship Assistant, but I think the name changed, it shows up for us now under Settings - Sales AI

    If you do use it I'd love to hear your feedback.

    Email engagement for Dynamics 365 for Customer Engagement apps


    Thanks

    Eric





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    Eric Veneziano
    Sales System Analyst
    Minitab, Inc.
    State College PA
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  • 5.  RE: Automated follow-up activities

    TOP CONTRIBUTOR
    Posted Jan 09, 2019 09:52 AM
    Another vote for turning on the Relationship Assistant.  It's pretty good about suggesting touchpoints for customers you haven't talked to in a bit.  It's not as formal as a "talk to them every 14 days", but it requires less maintenance and overhead.

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    Wayne Walton
    CRM Practice Lead
    eBECS Limited
    Atlanta GA
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  • 6.  RE: Automated follow-up activities

    Posted Jan 07, 2019 12:23 PM
    Edited by Alister Grigg Jan 07, 2019 12:24 PM
    If you have CD then you can easily set up an automation that does this.  Personally I'd start as you say, add the contact to a list, but consider using the Create Task action for each time a call is scheduled so that they users can quickly see what calls they have coming up etc.

    It wouldn't be hard to make this a loop using workflow or an email direct from CD to allow them to stop the process without having to go into CD itself and you'd avoid yet another system customization to manage.

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    Alister Grigg
    Fastman
    Newport Beach CA
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  • 7.  RE: Automated follow-up activities

    SILVER CONTRIBUTOR
    Posted Jan 08, 2019 10:03 PM

    The way I interpret the requirement is; there is a subset of users who want to set up an Activity to selected Contacts, potentially at different frequencies.  i.e. some Contacts every two weeks, some once a month etc.

    We have done something along this line for a client some time ago.

    We added two fields to the Contact entity/form.

    Frequency (a number of days)
    Last follow up activity date (Date)

    We created a workflow, that was scheduled using North 52 (they do a version for free for 5 tasks I think)

    The workflow ran I think once a week.  It checked the last follow up date, and based on that and the Frequency it would create the next follow up activity, and set the last follow up date appropriately.

    This way you don't flood the system with follow up activities for months in advance and the user controls which Contacts get included in the process by simply entering the required Frequency in days.

    However, another thought is that, on completion of one activity, a user may want to set a specific Activity as a follow up, perhaps to carry over notes, perhaps a different activity type, perhaps even for a different user.  In this case we have been working with TK Dialogs to produce a really nice process to do just this.  Suddenly, real Activity management is possible!!

    Hope this helps.




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    Rowland Dexter
    Managing Director
    QGate
    Hampshire
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  • 8.  RE: Automated follow-up activities

    TOP CONTRIBUTOR
    Posted Jan 10, 2019 08:37 AM
    tom pic​thanks everyone for all the suggestions!  I have a few follow-up questions if you don't mind!

    @Wayne Walton all of our clients and contacts are set up to be owned by the organization, not individuals, or even individual offices (we have 140 offices).  Many clients are used by most or all of our offices, so it made sense to structure the data that way.  I am not sure how relationship assistant would work if the contacts are not owned by the individual users - do you have thoughts on this?

    @Eric Veneziano - I have not looked into email engagement. I will check it out. Any idea if it would cause problems if I enable in our sandbox, but don't move it to production for a while? We do move solutions pretty regularly and I am not sure how this would impact that?
    ​​
    @Alister Grigg - these particular individuals actually wanted to schedule some regular email check-ins, rather than phone calls. Maybe i could have the system auto-generate them and then put them in a queue or something for the user to approve them to prior to being sent - just in case something had changed and they had just been in touch with them already?

    Tom PIckles and @Phyllis Eriksen thank you for your suggestions as well - I do agree there should be some sort of user interaction before sending the messages!

    @Rowland Dexter I like your idea too!  You mentioned that a workflow was scheduled to run once a week to check for appropriate follow-up dates. Would that workflow run through your entire database of contacts?  We have about 400k-500k contacts so I am not sure that would be possible? I will take a look at the North 52 product offerings - thanks!

    Again, thank you to everyone for your help!

    Laura

    ​​​​

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    Laura Mortick
    Marketing Information Systems Manager
    Terracon
    Olathe KS
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  • 9.  RE: Automated follow-up activities

    TOP CONTRIBUTOR
    Posted Jan 10, 2019 09:01 AM
    I haven't tried the Relationship Assistant with a generic user, but my guess would be the general Relationship Assistant dashboard wouldn't work right, but going into the individual account/contacts should still have a functional Relationship Assistant.

    That might not achieve what you want.

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    Wayne Walton
    CRM Practice Lead
    eBECS Limited
    Atlanta GA
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  • 10.  RE: Automated follow-up activities

    Posted Jan 10, 2019 10:43 AM
    Seems to me you have several options.  The benefit to me of using CD (given you have it) is the access to decision based interaction via methods such as emails.  You could simply, for example, send the person looking after the customer an email in a regular basis reminding them to call them and another option to stop the reminders.

    There are many ways to skin this cat.

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    Alister Grigg
    Fastman
    Newport Beach CA
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  • 11.  RE: Automated follow-up activities

    TOP CONTRIBUTOR
    Posted Jan 10, 2019 09:14 AM
    Hi Laura! I actually did a session at Summit 2017 that covered this exact scenario! It was called "Writing Your First Workflow" and this is a workflow I write very often for our customers. Even better news - it's very easy to create and test this one :)  My slide deck from that session (warning: it is LONG!) covers this exact scenario. Start with Slide #41 to get step by step instructions on how you can do this using a simple workflow.  You can get to the slide deck here: https://d365ug.connectedcommunity.org/crmug/viewdocument/adf03-writing-your-first-workflow

    Hope it's helpful!!

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    Heidi Neuhauser
    Beringer Associates, Inc.
    Green Lane PA
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  • 12.  RE: Automated follow-up activities

    TOP CONTRIBUTOR
    Posted Jan 10, 2019 10:10 AM
    ​​Thanks for sending that @Heidi Neuhauser! I will give it a try. One question I have is....  I see where the tracking information is visible on the email (page 43).  Our items do not seem to sync over with the tracking tokens visible so i turned off the sync between CRM and Outlook.  Do you use the old CRM Add-in or the newer CRM app? Thank you for your help!

    Laura​



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    Laura Mortick
    Marketing Information Systems Manager
    Terracon
    Olathe KS
    ------------------------------