Customer Engagement & Dynamics CRM Forum

We are using CRM for both Sales and Service. We send email to Contacts from both sides, and are leveraging the out of the box Contact Preferences for Email/Bulk Email. We're now running into an issue where contacts do not want to receive Sales emails, but still want to receive Service emails. The Email/Bulk Email fields are all-or-nothing. How are you handling contact preferences for the different areas in your business, with the system determining not to send emails to those who have Email/Bulk Email set to Do Not Allow.

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Libby George
Sr. CRM Sales Analyst
Milwaukee Tool
Brookfield WI
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Hi Libby,

I don't think there is an OOB feature to accomplish what you are trying to achieve.

There are solutions out there that have these features. I can personally recommend ClickDimensions as I have worked with it before.

Another option would be creating your own solution on top of Dynamics to manage email preferences, but this would require a lot of work to develop and maintain.

It would be interesting to see if anyone in the community has any experience working with other solutions that does the same as CD.

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Illugi Hjaltalín
Dynamics 365 CE Consultant
Stirna Consulting
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Original Message:
Sent: Jul 28, 2020 01:12 PM
From: Libby George
Subject: Contact Preferences Email/Bulk Email

We are using CRM for both Sales and Service. We send email to Contacts from both sides, and are leveraging the out of the box Contact Preferences for Email/Bulk Email. We're now running into an issue where contacts do not want to receive Sales emails, but still want to receive Service emails. The Email/Bulk Email fields are all-or-nothing. How are you handling contact preferences for the different areas in your business, with the system determining not to send emails to those who have Email/Bulk Email set to Do Not Allow.

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Libby George
Sr. CRM Sales Analyst
Milwaukee Tool
Brookfield WI
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Hi Libby,

I would also recommend using an application such as Click Dimensions. With ClickD you can set up a preference centre where you can add options to Sales / Marketing / Service etc.
This link might be helpful http://blog.clickdimensions.com/dynamically-personalizing-your-subscription-center/

If not with Click Dimensions any decent email marketing platform will give you the ability to do this. Either way you will probably need to set up the relevant fields in CRM for the preference information to write to.

Hope that helps,

Jess

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Jessica Howes
Microsoft Dynamics Specialist
Opus
Reigate
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Original Message:
Sent: Jul 28, 2020 01:12 PM
From: Libby George
Subject: Contact Preferences Email/Bulk Email

We are using CRM for both Sales and Service. We send email to Contacts from both sides, and are leveraging the out of the box Contact Preferences for Email/Bulk Email. We're now running into an issue where contacts do not want to receive Sales emails, but still want to receive Service emails. The Email/Bulk Email fields are all-or-nothing. How are you handling contact preferences for the different areas in your business, with the system determining not to send emails to those who have Email/Bulk Email set to Do Not Allow.

------------------------------
Libby George
Sr. CRM Sales Analyst
Milwaukee Tool
Brookfield WI
------------------------------

Hi Libby,

I would recommend using Touchdown as it is integrated within PowerApps it can work for you in a simpler way.
I personally work for them and would be more than happy to share any insights. In case you're interested you can try it yourself here: https://www.touchdown.co/
Don't hesitate to reach out!

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Adriana Vrablova
Touchdown
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Original Message:
Sent: Jul 28, 2020 01:12 PM
From: Libby George
Subject: Contact Preferences Email/Bulk Email

We are using CRM for both Sales and Service. We send email to Contacts from both sides, and are leveraging the out of the box Contact Preferences for Email/Bulk Email. We're now running into an issue where contacts do not want to receive Sales emails, but still want to receive Service emails. The Email/Bulk Email fields are all-or-nothing. How are you handling contact preferences for the different areas in your business, with the system determining not to send emails to those who have Email/Bulk Email set to Do Not Allow.

------------------------------
Libby George
Sr. CRM Sales Analyst
Milwaukee Tool
Brookfield WI
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