MS DYNAMICS CRM FLEXMAIL INTEGRATION Ms Dynamics CRM Flexmail Integration Flexmail 1 Tremelobaan 50 B-3140 Keerbergen P +32 15 27 47 24 F +32 15 27 09 73 info@helios-it.com www.helios-it.com
Table of Contents 1. MS Dynamics CRM Flexmail integration... 3 2. Sending marketing campaigns... 4 2.1 Creating Email messages and forms... 4 2.1.1 Email messages... 4 2.1.2 Forms... 5 2.2 Create a marketing campaign... 5 2.3 Sending a campaign... 7 2.4 Statistics of a campaign... 11 2.4.1 Email events... 12 2.4.2 Posted Form Results... 13 2.5 Email marketing information for contacts... 15 3. Newsletters... 16 3.1 Create a new newsletter... 16 3.2 Subscriptions through your website... 18 3.3 Subscriptions captured in CRM... 18 3.4 Subscriptions added manually... 19 3.4.1 Subscription directly to the newsletter... 19 3.4.2 Subscription from a contact/account/lead... 19 3.4.3 Extra subscriptions by adding extra marketing lists to the newsletter... 20 3.5 Sending a newsletter... 21 3.6 Un-subscriptions... 22 4. Email marketing Dashboard... 23 Ms Dynamics CRM Flexmail Integration Flexmail 2
1. MS Dynamics CRM Flexmail integration Email marketing now becomes an extra tool for everybody that uses CRM. On the contact level you can see exactly which mailings a contact receives, how many times they clicked a link, which forms they completed, etc... In the schema below, you get a detailed view on the integration between both systems. In the next chapters, we will take you through all the possibilities of the MS Dynamics CRM 2011- Flexmail integration. Ms Dynamics CRM Flexmail Integration Flexmail 3
2. Sending marketing campaigns 2.1 Creating Email messages and forms Before you can send a marketing campaign in MS Dynamics CRM to Flexmail, you need to create a message in Flexmail. You can also create forms in Flexmail. The responses you collect in this form, are also integrated in your MS Dynamics campaign. 2.1.1 Email messages Email messages will be created in Flexmail. This means that your email message can also be designed by an external DTP er, while you are still in charge of the concrete distribution. Flexmail as tree different tools to create an email message: the smart builder, the wizard and the editor. We refer to the Flexmail manual for a detailed description on how to create an email message. Created email messages in Flexmail can be selected in MS Dynamics CRM when you create a new campaign. Ms Dynamics CRM Flexmail Integration Flexmail 4
2.1.2 Forms Forms can be created in Flexmail. We refer to the Flexmail manuals for a detailed description on how to create a form. When you attach a form to a campaign, posted form results (when someone completes this form) will create new campaign responses for that campaign. 2.2 Create a marketing campaign You create a new campaign and define a target marketing list as in standard Dynamics CRM. For a marketing list connected to a campaign (that will be sent to Flexmail), you need to fill in two extra fields: - Category: refers to the category in Flexmail - Language: refers to the language of the list and the standard Flexmail texts in your message. This message needs to be the same as your message language. Flexmail is available in four languages, Dutch, French, German and English. Ms Dynamics CRM Flexmail Integration Flexmail 5
On the campaign form is an extra Flexmail section with additional fields. - Message: select the correct email message. You can preview the message - Form: select the correct form if needed. You can preview the form. A form can only be added to one specific campaign. - Sender Name Ms Dynamics CRM Flexmail Integration Flexmail 6
- Sender E-mail - Reply E-mail - Send Immediately or - Send on: select date and hour that the emailing needs to be send. Preview of email message/form: To have a look at the preview form, you can click on the button besides the Message Name. 2.3 Sending a campaign Once you added the correct marketing list to a campaign, you can send the campaign to Flexmail with the button in the ribbon. With the preview button, you also can see a preview of the message and the form. Ms Dynamics CRM Flexmail Integration Flexmail 7
Once you press the send to Flexmail button, you get the following screens/overviews, before the campaign is launched in Flexmail. Ms Dynamics CRM Flexmail Integration Flexmail 8
If some information is missing, you will get an error message, stating the information that is missing, so you can easily change it and send it again. The status reason of your campaign will be set to launched if the campaign was send immediately. If the send date is on a later date, the status reason of the campaign will be set to ready to launch until it will be launched in Flexmail on the correct date. When you send a campaign to Flexmail, Flexmail will create a mailing list for the marketing list you attached. All members of the marketing list(s) attached to the campaign will be members of the mailing list in Flexmail. Flexmail will make sure that a mail will never be sent more than once to the same email address, even if the email address is double in the marketing list in CRM. Ms Dynamics CRM Flexmail Integration Flexmail 9
At the same time, Flexmail will create an email campaign. You can always find all the details of the campaign in Flexmail as well. Ms Dynamics CRM Flexmail Integration Flexmail 10
2.4 Statistics of a campaign You can easily retrieve the statistics of the campaigns directly from Flexmail to MS Dynamics CRM through the extra buttons in the Flexmail ribbon. Ms Dynamics CRM Flexmail Integration Flexmail 11
- Get statistics: to all email events - Get form results: to retrieve all posted form result (every time someone fills in the form you added to the campaign, for example, on your website) - Download PDF report: you can download the PDF report available in Flexmail directly from CRM. After the get statistics, the statistics tab on the campaign field will be filled in. 2.4.1 Email events All actions concerning sent email campaigns through Flexmail will become email events in CRM. Possible email events: Ms Dynamics CRM Flexmail Integration Flexmail 12
- Campaign sent: when email is sent - Campaign read: when email is read - Clicked on a link: with indication of the link - Bounced: with the bounce code and bounce reason For every bounced email, a workflow starts automatically and creates a task for the owner of the contact/account/lead with subject contact has bounced, so the owner can directly follow up this bounced email. This workflow can be adapted. 2.4.2 Posted Form Results Every time someone fills in the form attached to the campaign, a posted form result and a campaign response will be created. The results will be linked to the correct contact or account, based on the email address filled in on the form. (Note : the email address will always need to be mandatory on a form so you can link them to the correct contact or account) If the email address is not found in the existing contacts or accounts, a lead will be created and the posted form result and campaign response will be linked to this lead. Ms Dynamics CRM Flexmail Integration Flexmail 13
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2.5 Email marketing information for contacts You cannot only see all the detailed information about your email marketing campaigns in the marketing campaigns area, but also directly on the account, contact or lead form. Sales peoples will have a clear overview of all email marketing actions for a specific contact. Ms Dynamics CRM Flexmail Integration Flexmail 15
3. Newsletters One of the main purposes of email marketing is sending out newsletters to prospects/customers. With the connector between MS Dynamics CRM & Flexmail, you will have the ability to follow subscriptions and un-subscriptions directly in your CRM system. We created a new entity Newsletter in the Marketing section to follow-up all of your newsletters. Combined with the standard features of MS Dynamics CRM, you can adapt your messages to a specific group of customers and/or prospects. New prospects who subscribe to your customers, will be captured as leads in MS Dynamics CRM, giving you the ability of a structured follow-up of your leads. 3.1 Create a new newsletter You find the entity Newsletter in the Marketing section in MS Dynamics CRM. When you create a new newsletter, automatically three marketing lists will be added to the newsletter, one for contacts, one for accounts and one for leads. Every subscription will be added to one of this newsletter, depending on the email address. Ms Dynamics CRM Flexmail Integration Flexmail 16
Then you can send this newsletter to Flexmail, with the extra buttons in the ribbon. In Flexmail, a mailing list for this newsletter will be created. All marketing lists attached to a newsletter in CRM will be combined in one mailing list in Flexmail. Ms Dynamics CRM Flexmail Integration Flexmail 17
3.2 Subscriptions through your website In Flexmail, you can create a registration form for your newsletter, and put this html code on your website. For more detailed information, please have a look at the Flexmail manual. 3.3 Subscriptions captured in CRM If a new subscription comes in, CRM will first check if the email address already exists for a contact. If so, the subscription will be linked to that contact and the contact will be added to the marketing list con- Ms Dynamics CRM Flexmail Integration Flexmail 18
tacts. If not, CRM will check if this email address corresponds with an account. If yes, subscription will be linked to this account and account will be added to the marketing list accounts. If not, CRM will create a new lead, link the subscription to the lead and add the lead to the marketing list leads. 3.4 Subscriptions added manually You can also manually add a subscription for a newsletter in CRM. There are 2 possibilities: 3.4.1 Subscription directly to the newsletter You start from the correct newsletter, click the subscriptions box in the form and then click add subscription. You can then fill in all necessary information. 3.4.2 Subscription from a contact/account/lead You start from the contact/account or lead form and you add a subscription. Ms Dynamics CRM Flexmail Integration Flexmail 19
3.4.3 Extra subscriptions by adding extra marketing lists to the newsletter When you have a list of extra subscriptions for a newsletter, for example after an event, you can add an extra marketing list to the newsletter. Click the marketing list box on the newsletter form and the click add new or existing marketing list. Ms Dynamics CRM Flexmail Integration Flexmail 20
After you send the newsletter to Flexmail, the marketing list will be blocked and you cannot add more members to this marketing list. You can add as many marketing lists as you want. 3.5 Sending a newsletter Sending a newsletter is the same as sending a marketing campaign, except for the campaign type. The campaign type has to be Newsletter. After choosing Newsletter you will see an extra field underneath campaign type where you can choose the correct newsletter. You will also notice that you cannot choose a target marketing list for this campaign. When you choose a newsletter, all the marketing lists attached to that newsletter will be linked automatically to the campaign. Ms Dynamics CRM Flexmail Integration Flexmail 21
3.6 Un-subscriptions When people unsubscribe for the newsletter, this contact will change status in Flexmail. When you pull the statistics to MS Dynamics CRM, this information will also be updated in CRM. The subscription will change status and the opt-out date will be filled in automatically. Ms Dynamics CRM Flexmail Integration Flexmail 22
4. Email marketing Dashboard Under dashboards you will find a specific email marketing dashboard, so you have a direct overview of all you campaigns and newsletters. You can also create your own extra dashboard if you want charts of other aspects of your campaigns. Ms Dynamics CRM Flexmail Integration Flexmail 23