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May
4

In this episode of Tech Tuesday, Harley Wolfarth demonstrates Campaigns & Action Plans. Through Campaigns & Action Plans, you can have the system automatically stay in contact with your customers and/or set yourself reminders to reach out to those customers personally.

Video Transcription

Harley:

Good morning and welcome to another edition of Tech Tuesday presented by Delta Media Group, where summer is just around the corner, and there's nobody more excited about it than Olaf. Today we are going to take a look at the Campaigns System. Really, the Campaigns and Action Plan System is a more accurate name for it, hence that is what we called it here under marketing. If we go down to the marketing tab and expand that, you can see we have Campaigns and Action Plans. Now, you can also get to it by just typing into the quick actions bar, just like anything else, and selecting it from the auto completer. But for now, we'll go down to our marketing, and Campaigns and Action Plans.

Harley:

What this system is for is drip marketing out to your customers. Now, the idea is that we have some content that's built in here for you, so you can use the content we've already pre-made, or your company may have made some campaign information or campaigns in here that are specific to your company, and you could use those as well. Or you can go in here and, in many cases, create your own custom campaigns. Now, what these do is you add customers to them, and then on either predetermined dates or on intervals based on when the customer was added to the campaign, the campaign will perform some automated action on your behalf. Typically, that comes down to sending an email, but it could also create a task and put that in your to-do's for you, so that you have task reminders for certain customer events. It can also send out SMS messages or text messages if you have a virtual number set up. Basically, having turned on the SMS system. Those are the different things it can do.

Harley:

Now, as far as when it can perform those actions or send those dates, it can either send them out on predetermined dates, or it can send them out on intervals based on when you added the customer to the campaign. It could send an email on day one and then another email on day 30, for example. Or it can also send out emails or create tasks on dates specific to the customer that you've added to the campaign. For example, if you have a birth date added for a customer, you can put them into this campaign, and then you can say automatically send an email on this customer's birthday, based on the day that you have in the system. It can do quite a few things, and it's all about just helping you manage and maintain the communication with your customers so you can maintain that engagement and that relationship with your customers.

Harley:

That's enough explanation for now. Let's go in and actually build something. Here we are on the Campaigns and Action Plans page. You can see we have a customer groups display that you can expand up here at the top. Oftentimes, you will choose to add customers to the campaign based on their group association, so you'll add the group instead of adding individual customers. This section is just a convenience feature, so you've got a shortcut here to see all your groups and manager groups here so that you don't have to go over to your customer center and do it there. But, this group's interface works exactly like the one on your customer center.

Harley:

You can go up here and you can filter this list down to just specific groups if you want. If you want it to filter it down to just standard style groups, that way you're not looking at all the virtual groups or pipeline phase based groups that are set up in here, you can do that. Or you can show all groups, and we can just click all, and that shows everything. Or you can just strip out the empty groups if you want. Now, whatever you choose here in these filters, you can click the save button, and that'll be the default for this display from here on out. That way, you don't have to go in and set this every time if, for example, you only want to see those standards groups.

Harley:

Now, the next thing you can do here is I can use search if I'm looking for a specific group. I can just type the name of the group in here, if I can type, there we go. I've got some test groups, so I can just type in test and it brings back all the matches there. That helps me find those. Then, on each one of these groups I can click on the actions button and see what options are available to me for that group. If this is a company group that I can add customers to, I'll have the edit option. If it's my own personal group that I have created in here, then I will have that edit option, I will also have an option to delete that group.

Harley:

If it is a virtual group, it will be this color. Virtual groups or groups that the system creates based on some criteria. For example, it can create a group or will create a group automatically for every customers that have a status set to active. Or if you set a customer status to close transaction, it'll automatically create a group for those as well. That way, you can really easily target those customers based on status, and not have to build the group ahead of time yourself. We'll close that one out there, there we go.

Harley:

Here we are now BFFs, it's a pretty good group. Right? The BFFs group you can see as a group that I have made for this customer, so this is my group, or really, it's this agent account's group. In addition to being able to view it or edit it, you can also delete it. Any group that you've created, you have the ability to delete. But, the company created groups and the virtual groups cannot be deleted, because they're built automatically. Now, the other thing you can do here is you have an option for labels, and that will let you print out mailing labels for every customer that is in that group. It's just a quick and easy way you can fire off those mailing labels. Lastly, there is an option to make virtual group. This option will not appear to you. This is something that only appears in certain circumstances. This is not an option that y'all have. That is how your groups display, so we'll go ahead and collapse that, and get into the real nitty gritty of the campaigns.

Harley:

As we go down here, you can see it describes some automatic activities that will take place for your campaigns. This is just a quick and easy place where you can see any automations that are set up in here. For example, customers added to valid email are added to Buyer, A Guide for Millennials. What that's saying is that I have a group called valid email, and I just named it that to make testing for me, and I've added that group to a campaign called Buyer, A Guide for Millennial Home Buyers, blah, blah, blah. This is the name of the campaign I've added it to. What this is telling me is that, because this group is in this campaign, anytime I add a customer to this group, that customer will start getting all of the emails or messages or having the tasks created that are part of this campaign. It's just kind of a shortcut way to tell you what group is added to what campaign, without needing to go through here and open up every group or expand every group to see that. There you have it.

Harley:

Now, if we move on down, the next piece we have here and a recent addition for us as we have added this filter, we realize how many campaigns we've been adding to the system for system-wide campaigns, and how many campaigns companies are adding in and making available to all of their agents, so we added this filter in to allow you to differentiate between those more easily. Right now, it is set to all campaigns, and it will be by default. If I click on that, if I want to just see my own campaigns, the ones that I've created myself, I can filter to my campaigns, and then there you have it. This is a list of just my own campaigns. Next, I can go to company campaigns. These are the ones that have been created at the company level and then shared with all the agents in this company. It'll list out all of those. Or if I switch the system campaigns, these are just the campaigns that we have created at Delta and made available to everyone. This allows you to just see those.

Harley:

Now, you'll see that in every one of these categories, we have a few different options for this little kind of tag that is displayed with each one. That can show up as active, inactive, or active with no customers. What that's telling you is that this campaign has customers attached to it. In fact, we'll open this one up. This is a system campaign, so I can't activate or deactivate it, but I can control whether or not I've added customers to it. In this case, this campaign is active, like all the system campaigns, and if I scroll down here, you can see that I've added this valid email group to it, thereby adding customers to it. That means it's active, or rather completely active. It's running, and it also has people to send to, or customer accounts to act upon, therefore it is completely active. Whereas, active with no customers, if I expand this one, this campaign is technically active, it's turned on, but I don't have any customers attached to it. It doesn't have anybody to act upon, so the system will indicate active with no customers, just as a quick, easy way for you to see that technically it's active, but it's not really doing anything.

Harley:

Now, if I look at just my own campaigns, I do have the ability to deactivate those. If we take this customer events one and expand it, you can see we've got an additional check box here that campaign is active. Then down here, we have all the customers that are added to it. If, let's say I wanted to make some modifications to this campaign and I wanted to turn it off while I was making changes, but I didn't want to lose the customers I had associated with it, I could switch that to inactive, and you can see our tag changes to inactive, but the customers are still attached. Right now, this campaign won't do anything because it's turned off, but the customers are still attached to it. Then, if I make some changes and I want to reactivate it, I can just check this box here. It's active again, and it'll start sending out those emails again or performing those actions for the customers that are still attached to it.

Harley:

All right, so let's go ahead and create a new campaign. I'm going to leave this filter to my campaigns, that way we can see our campaign more easily once we create it, but I'm going to create my own. I'm going to click on add new campaign, and we're going to call this our Big Tuesday Test Campaign. For campaign scope, if this is turned on, rather, at the company level, you'll have the ability to set this as public. That basically makes this visible to others within the Delta Net. You can select then who you'd like to share that particular campaign with or the other people it'll be available to, otherwise this option won't be available to you. That's just controlled at the company level.

Harley:

Now, the next thing you can do here is you can end on click through. What this would mean is that, if you have multiple emails in this campaign, it would send out to every customer that's in the campaign, and then if a customer clicks through on one of the emails, it would stop sending any of the rest of the emails or performing any of the rest of the actions in the campaign. This can be useful when it comes to a campaign that's basically just trying to get the customer to come onto the website, and then once they have, you want to stop sending them the rest of the emails or stop pushing them or following up with them to perform that action.

Harley:

The next thing you have here is we can turn on end notifications. What this would allow you to do is, when a customer has reached the end of this campaign, so let's say you set it up to do something on day one, day 30, day 60, day 90, and day 120. When they get that last action email or text message or whatever happens at day 120, it'll notify you that that customer has reached the end of this campaign and that the system will basically no longer be sending them any more emails from this campaign. That gives you the opportunity to go in and set that customer up for something else, if they're not already set up for something else, so that you can continue to have the system automatically reach out to them on your behalf.

Harley:

Then, the next thing you can do here is you can go to chain campaign. You can choose another one of your campaigns in here, and this is any of the company campaigns, system campaigns, or your own personal campaigns, so that when the customer reaches the end of this campaign, they'll automatically get dropped into the next one. If you have a series of campaigns you're going to kind of hit in line, you can use this chain functionality to ensure that they get dropped into the next one automatically, so you don't have to move those around or shuffle them around on your own.

Harley:

From here, I'm going to click on save, and that'll create our campaign. Now we'll refresh our page here so that we can see it. That's going to be an important piece. There we are. Now you can see right at the top of our list, even though it is set on all campaigns, is our Big Tuesday Test Campaign, the one we just created. I'm going to go down here to my campaigns, just to filter it down, so that we can see where that shows up. It's alphabetical, so starting it with a B gave it a pretty good chance of coming up early. Now what we'll do is expand this campaign, and we can actually start working with the campaign itself.

Harley:

From here we have, as we already went over, our options to make it active or inactive. We have our customer/groups button, and if I click on that, this gives me the ability to add a whole group to the campaign if I want all the customers in a specific group to have this campaign act upon them. Or I can go down here, or rather here we are. First, we can pick a request source. If we want all customers with a specific request source to be in this campaign, I have the option of selecting that here. If I want everybody that came in from the agent website, came in from my agent website and that's how their account was created, if I want all of those customers to be in this campaign automatically, then I would select that checkbox. I can select any number of these, so if I want customers from multiple sources to all be added to this campaign, then I would just select those sources, and they'll be added to this campaign automatically. I'll uncheck those.

Harley:

Now moving on down, groups. Here's where we can define which groups would be added to this campaign if I wanted to add whole customer groups. That works the same way. Anybody checked is in it, and anybody that is not checked is not, or rather, any group that is checked will be in the campaign and any not checked will not be. I can use these filters to narrow this down. Let's say I check our BFFs group here, and then I look at test groups and I add this test group as well, at this point, if I click save, it will add both of those groups. Even though I can't see that BFF group that I checked first, it's still going to be added because it is checked. We're just filtering the list so we can't see it. You can see, it's still checked there. We'll uncheck that one, uncheck both of those. I would just check those and hit save. Just keep in mind that even though you can't see the check mark, doesn't mean it's not still there.

Harley:

Then the next one we have is the ability to add in individual customers. This works exactly the same way. I can select my customers, I can go through pages and select additional customers. There we go. If I actually click on the check box, that'll help. Or I can type in a customer name or email address here to filter the list down if I'm looking for someone specific, and I can add them in that way as well. When I've chosen everybody I want to be in this campaign, I just click on save, and they'll all be in it. Now, I will add one more option up here. All of that is available because I am choosing to manually select the customers, groups, or request sources that I would like to be added to this campaign. If I just want everybody in my database to be in it, I can just select that radio button, and then everybody that is currently in my database or anybody that gets added to my database will automatically be in this campaign. Whatever I choose, I just click save, and that saves my changes.

Harley:

Now, the next thing to do with these campaigns is I can go over here to new email, SMS, or action, and if I click on that, I have the ability to add a new email to the campaign, a new SMS message if I do have my virtual phone number turned on, which we have another video for, but that can be turned on on your profile page in the Delta Net in the personal phone number section, or I can add a new action to the campaign. An action would just create a to-do on whatever date I define. We'll go ahead and click on new email. Now you can see, I can define the date that this email will go out by interval, so day one would be the day the customer's added to the campaign, day 30 would be 30 days after the customer's added to the campaign. I can go by date, and in addition to doing a specific date, like January 1, 2021, I could do every year on January 1st, or I could do every month on the third. I have a lot of options here as far as what I can define. I could say throughout the year 2021, every month on the fifth, I want this email to go out.

Harley:

My next option here would be anniversary date, and if I choose anniversary date, it's going to have me default to one of these anniversary based templates. These are the templates from our creative studio system. I can click on this to select from our different templates here. It just gives you that prompt to let you know you can pick from those. Now, this is for birthday, the one that I chose, but purchase anniversary will do the same, and you can see it defaulted to the purchase anniversary template, but you would just have to choose the one that fits for you. You can see homeowner anniversary can be easily chosen here, and it gives me a little preview when I pick them. But, when I picked birthday, if I select this, you can see we have a birthday template, and there's our birthday template. But, I don't have to. I can still run this on the birthday, and then I can put in my own custom subject line and my own custom message, and send out whatever I want for that, even though I chose to drive that particular message based on the customer's birthday.

Harley:

But, that's all there is to it. Regardless of what I pick up here, I fill in my subject, I fill in my content, and I have my full WYSIWYG editor here, so I can do things like putting in links, putting in embedding images, things like that. Then when I have it set up the way I want, I'll just click on publish. Now, I could also save it as a draft, and a draft won't send out, but it does have it saved in the system so that I can make additional changes to it later. Even if I have this turned on and have customers added to it, it won't send this, or at this point, it won't send anything because this is still set as a draft. But, I can go to actions and I can either remove this email, I could disable an individual email if I want, but I can click on edit and it loads this back up because it is set to run on birth date. We'll cancel that out, go back to a regular date, there we go. Change out my content to however I want, and then hit publish. Are you sure you want to publish it? Okay. Now there is my published email.

Harley:

Now, in addition to that, I can go to new email SMS. If I do a new SMS message, it works exactly the same way, except I'm only setting a subject and message content. Now, keep in mind that when it sends a text message, it's only really the content that sends. The subject is just so that you can see something to easily reference it, so reference subject, message content. There we go. We're going to send this one on interval day 30, why not. Publish, there we go. It added that to our list, and then subject, again, it's just so that I can recognize it in my list here. That's not actually sent to the customer.

Harley:

Then lastly, I can create a new action. It's going to create a to-do, would be one of the two actions I can choose from. Again, I set the date the same way, and then once I have set my date up, I can put some text in here. It's going to create a to do for that customer that'll have, whatever text I put in here is kind of my reminder, what I'm going to do with this to-do. I would hit publish and it would save that. The idea is that when that date hits for that customer, it'll just add it to-do for me so that I know to do whatever I put in this action text.

Harley:

Now, the other action I can do is I can add a market watch in here. This is kind of neat. I can create market watches in the market watch system. I would go to marketing, and then down to market watch reports. On that page, I could create a market watch report that I could select from here, and that market watch report would automatically be attached to this customer on, again, whatever interval day I choose. Then I can choose the interval that that market watch will send also. In this case, a monthly market watch. We'll go ahead and select our canned school district one. On day one, so the day the customer is added to this campaign, though I could change that if I wanted to, a canned city schools market watch will be added to this customer and set to run monthly. Every month, they'll start to get that market watch from this day forward, and I would publish that the same way. There you go.

Harley:

Basically, you can build out a combination of those features or that functionality to land on a campaign that you'll just add your customers to, and then the system will automatically maintain that relationship with them. We shouldn't say maintain the relationship exactly, but remain engaged with them by sending them out any emails or SMS messages periodically, and set them up for a market watch maybe when they're first added to the campaign, or create to-dos for you, or also create to-dos for you as you go so that you know to reach out to them at certain times. You can really see how powerful the Campaign System is, as far as building out how you maintain a relationship with the customers that you add to a particular campaign.

Harley:

There you have it, and then the pieces down here, if I want to later modify or see which groups or customers I've added to the campaign, I can see that here, and then there's just a shortcut that just opens up the same menu as if I had clicked on this customer's groups button. Then, request source just gives me one more place where I can define customers that are added to this campaign based on request source. This is basically exactly the same interface you see when you click on customers groups and just look at this request source section at the top.

Harley:

Now, the other things you can do with campaigns is, if I go over here, I can edit it. This allows me to modify this campaign. This is all the same options we saw when we created it. I can duplicate this campaign, which I can also do with some of the system campaigns, which is nice if I want to create my own version of a system campaign, or maybe I want to create a secondary campaign that just is slightly different than this existing one. Instead of creating it from scratch, I can click duplicate, and create a new one and start from there. Then lastly, I've got a delete button, so I can just click on that and delete this campaign altogether. This delete button is only available because this is my personal campaign. I built this one with this agent account. If this were a system campaign or a company campaign, I don't have the ability to delete those.

Harley:

There you have it. That is the Campaign System in the Delta Net. As always, if you have any questions, comments, concerns, or need any more help with the Campaign System or anything else, feel free to give us a call or send an email into support at deltagroup.com and we will help you out with whatever you need. Thanks a lot for joining me, and we'll see you again next week.

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