As one of the largest academic health centers in the United States, UAB Health System (UABHS) has a wide variety of individuals with which to communicate each year, including doctors, nurses, patients and prospects. “We currently have internal physician and nursing marketing lists of over 2,100 and 4,300 employees respectively,” says Justin Slaughter, the health system’s CRM marketing analyst.
Marketing to both employees and consumers, the UABHS marketing and communications team needed a way to easily segment their audiences, differentiate the content that was delivered to each audience, track the performance of their email campaigns, and evaluate the results in order to continually improve the effectiveness of their communications.
Working with their Microsoft partner, 2B Solutions, UABHS implemented Microsoft Dynamics CRM to support their digital marketing strategies. “Once we settled on our CRM, we reviewed email marketing solutions that had strong integration with Dynamics CRM,” says Maelynn Cheung, director of digital media and communications for UABHS. “ClickDimensions was the strongest product and was also supported by the same team from whom we licensed our CRM. That made it an easy choice for us.”
ClickDimensions has been instrumental in helping UABHS grow their email marketing efforts. “Since implementing ClickDimensions, we have done more email marketing than we had ever done before, and will strategically increase the use of email marketing moving forward,” says Cheung.
“Externally, our largest campaign has been the promotion of one of our Heart and Vascular Clinics during the fourth quarter of 2013,” adds Slaughter. “This campaign consisted of three eBlasts along with follow-up thank you emails to those who completed the call to action.” The campaign was highly successful for UABHS. Of the 24,388 emails sent as part of the Heart and Vascular Clinic campaign, 63% of those emails were opened and 14% of the recipients clicked a link in the email.
Read the full case study to learn more about how UABHS is using ClickDimensions to communicate effectively with their diverse audiences.
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ClickDimensions, the Microsoft-certified email marketing and marketing automation solution for Dynamics CRM, received a 2014 Pacesetter Award from the Atlanta Business Chronicle and was ranked 21st on a list of Atlanta’s top 100 fastest-growing private companies published by the Chronicle.
At the 2014 Pacesetter Awards ceremony this morning at the Atlanta Marriott Marquis, the Atlanta Business Chronicle named marketing automation software vendor ClickDimensions as number 21 of the top 100 fastest-growing private companies in Atlanta.
Among the requirements needed to qualify for the award, businesses must be privately owned, based in the metro Atlanta area, experienced a two-year growth in sales of more than 50 percent, and garnered revenue between $1 million and $300 million in 2013. Companies are then ranked by a growth index formula based on revenue and employee growth.
“We are excited to receive the Pacesetter Award,” said John Gravely, ClickDimensions’ CEO. “ClickDimensions has grown quickly because we have focused on creating the best solution and customer experience in the fast-growing marketing automation software segment. In addition, we have worked very hard to assemble not only a great team of direct employees, but also a larger network of over 550 reselling business partners in 46 countries.”
For more information about the 2014 Pacesetter Awards, visit the Atlanta Business Chronicle at www.bizjournals.com/atlanta/.
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You may want to keep track of when you are sending out emails in order to avoid bombarding your customers with an undesirable amount of mail, but sometimes it can be difficult to keep track of everything that your company is sending out. Fortunately, you can use a simple workflow to update your CRM calendar every time you send out an Email Send.
The CRM calendar can be found at Workplace > Calendar in CRM
and it can be set to a month, week, or day view.
CRM will automatically add any appointment or service activity records you create to the CRM calendar, so we will create appointment records to serve as calendar events for each of our Email Sends.
Begin by creating a workflow based upon the Email Send entity that is set to “Scope: Organization” and is set to run when the record status changes. This will cause the workflow to be triggered when you press the Send button on the Email Send record.
In the workflow, we will need to account for two types of scenarios: immediate sends and scheduled sends. As such, the workflow will consist of two pairs of steps: one that checks for an immediate Email Send and creates a new appointment based off of it, and one that checks for a scheduled Email Send and creates a new appointment based off of it. The only real difference between how each is handled is what metric we use to determine when/where on the calendar to add our Email Send appointment.
For immediate Email Sends, the appointment will be added to the calendar at the time that the workflow was executed (when Send was pressed). Note that I scheduled the duration for 1 minute; there is no significance to that amount of time, and you can set it to be whatever amount of time you think is appropriate since we will only be using these appointment records as placeholders to denote when our emails went out.
For the scheduled Email Sends, the appointment will be added to the calendar at the Send On time that you set on your Email Send. Once again, the duration is not important.
With this workflow in place, an appointment will be added to the CRM calendar for every Email Send you send out, letting you see when and how often your emails go out so you can better determine when to send future correspondences.
Note that if you are using auto responder emails or you are running a nurture program, every email sent out in either of those will generate an Email Send, so if you don’t want to keep tabs on all of those, include conditional steps in the workflow that check to make sure the subject of the Email Send isn’t the subject of your auto responder or nurture email(s).
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LinkedIn for Business Series, Part 3.
We hope you’ve learned a few actionable tips so far in our LinkedIn for Business Series. In case you missed them, these two posts offer some fresh ideas to bring to your team: Work Smarter with LinkedIn: Redefining the Concept of Connections and 5 Tips from the Experts to Bolster Your Company’s LinkedIn Presence.
In this third installment, we invite you to leverage LinkedIn in a different way – using the free LinkedIn Plugin on your Vonage business phone system. We think you’ll really like it, and if you’ve never used one of our desktop plugins, this is a good one to try. Besides, it’s free.
So What’s the LinkedIn Plugin and What Does it Do?
The LinkedIn Plugin works in conjunction with the Vonage Business Desktop and displays the caller’s LinkedIn profile on your computer screen the moment you make or receive a call. If you’re connected with the caller on LinkedIn, his or her profile will launch immediately. If you’re not connected, you can search for the caller’s LinkedIn profile right on the Desktop while you’re on the call. It’s a quick and efficient way to have the caller’s profile on your screen while you’ve got them on the line.
What an advantage it is to immediately know the professional details of the person you’re speaking with: company and title, connections you have in common, job history, education, achievements, professional portfolios, social media involvement – anything you can glean to keep the conversation rich and to further the relationship. If you’re not currently connected, send the caller a LinkedIn invitation while you’re on the phone.
Installing the Free LinkedIn Plugin
It’s pretty easy. The LinkedIn Plugin launches from the Vonage Business Desktop, the free application that extends the power and control of your phone system to your computer’s desktop. So step 1 is downloading the Desktop – which is a very good idea anyway. The Desktop gives you easy access to great phone features you may not be using yet, and it gives you better visibility and intelligence with every incoming and outgoing call. Download the Desktop with a single click.
Next step: Go to “Plugins” on the Desktop, locate the LinkedIn Plugin and click “Install.” Then you’ve got it – the plugin is now installed on the Desktop. Many users set the LinkedIn Plugin as their default plugin, so LinkedIn profiles “pop” onto their computer screen with every call. Once you start using the plugin, you’ll become more fluent with it and find ways to use it to your advantage. And if you like it, consider downloading more free plugins or accessing one of our low-cost premium plugins such as the Salesforce.com or QuickBooks plugins.
Now You’re On Your Way (And Now You’ve Got the Desktop!)
In the process of downloading and trying the LinkedIn Plugin, you may be discovering the Vonage Business Desktop for the first time. And once you do, it truly expands the possibilities and capabilities offered by the Vonage business phone system. It ties your business VoIP phone system directly to your computer desktop – which was never possible with legacy copper-wire business phone systems.
The Vonage Business Desktop is not only where plugins are configured; it’s also where you can manage all the tools within your extension – profile settings, voicemail settings, call screening settings and much more. The directory of all company extensions is also available on the Desktop, where real-time activity of all extensions is viewable. Once customers discover the Desktop, they often login at the beginning of each workday – allowing them to better view details associated with each call. Many users also choose to make all their calls from the Desktop.
Closing Thoughts on LinkedIn
We applaud you for increasing your knowledge of LinkedIn and for putting it to work for both your company and your personal brand. The tool is constantly being improved, and there is always something new to learn. It’s become a preferred best-practice business tool for more and more companies, just as our LinkedIn Plugin is helping businesses connect more efficiently – in real time – with every phone call. Here’s to building better relationships with LinkedIn and supporting your brand!
About Dave Morris
Dave is a content strategist and writer at Vonage Business Solutions, working with teams across the company to build communication programs that enable our customers and assist our prospects. He enjoys living in Atlanta and is an avid gardener, restaurant enthusiast and live music fan.
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Role Overview and Responsibilities
The ClickDimensions Sales Research Assistant (SRA) is an entry-level sales and marketing role that is responsible for prospect data research and maintenance as well as inbound sales and marketing support. Duties of the SRA include:
- Researching companies from the ClickDimensions CRM database using data research software
- Cleaning and de-duplicating data in the ClickDimensions CRM system
- Responding in real time to hits to the ClickDimensions web site
- Monitoring real time web chat on the ClickDimensions web site
- Responding to inbound web leads and assigning them to the appropriate ClickDimensions sales person
- Supporting ClickDimensions marketing efforts by assisting in online, direct mail and other marketing campaigns
- Performing other clerical/administrative functions as required
The ClickDimensions Sales Research Assistant (SRA) should possess the following skills:
- Ability to learn new software quickly
- High level of attention to detail
- Excellent written and spoken English
- Proficiency with Microsoft Office and internet tools and research
- Ability to communicate clearly and effectively in person, through email and via telephone
The SRA will work in the ClickDimensions office at One Dunwoody Park, Dunwoody GA 30338.
Instructions for Application
Interested candidates must submit a personal cover letter/message with their profile/resume. Please outline why this job is a good fit for you and mention previous relevant experience. Candidates who do not submit a personal cover letter/message will not be considered.
The SRA role will be compensated on a mix of base salary and goal based bonus.
Interested candidates should send a resume and ClickDimensions-specific cover letter to firstname.lastname@example.org
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Weston Packard has joined the ClickDimensions team as a Marketing Success Manager. He holds a B.S. in STaC: Media Studies and a minor in Philosophy of Science and Technology from Georgia Tech. Weston comes to ClickDimensions from ControlScan where he helped small and midsize merchants secure their businesses against credit card fraud while working with other departments on web design, graphic design, marketing, and program management projects.
Weston is an active visual artist who has exhibited solo in Atlanta and participated in group exhibitions nationally. He designs tattoos and is currently working to release his first book of drawings.
Outside of work, Weston enjoys traveling and trying new foods, playing and collecting video games, listening to metal music, and reading. He lives in the Inman Park area of Atlanta, GA with his girlfriend and two cats.
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One of the most requested features in our April release, our drag and drop email designer now includes the ability to add social links to your emails. Using these social links allows your readers to share your email on their social profiles on Facebook, LinkedIn, Twitter and/or Google+.
Along with the other content blocks (text, image, etc.), there is now an option to drag “Social Links” into your email template. Once you’ve added the block, click on it to edit. Here you can add/remove social sites, change Facebook and Twitter actions, and rearrange the order or layout of the icons.
Haven’t tried the drag and drop editor yet? Click here to read more about it…
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“Going green” is really just about doing what you can to help better the environment. If that means leaving less of an environmental footprint thanks to your business’ communications tools, then all the better! Because it’s Earth Day (and because we always love a good opportunity to talk about reasons to embrace business VoIP) we want to remind you of the numerous environmental benefits that come with cloud-based solutions – especially for businesses switching from traditional, wire-based phone systems.
Below, we highlight some of the ways Vonage Business Solutions’ cloud-hosted service contributes to a company’s overall “green” approach:
Bolsters Brand Differentiation
Sixty-six percent of customers believe that companies should support the environment, according to a recent Nielsen survey. Cultivating a “green” brand allows you to cater to this growing majority of conscious consumers. At the same time, it enables you to stay one step ahead of industry trends and mandates, such as the FCC’s 2014 push for a nationwide migration from copper infrastructure to Internet protocol (IP). This seems especially appropriate after Hurricane Sandy which, after gutting copper-wire systems along the East Coast, brought an increase in the use of more-sustainable solutions such as business VoIP.
As more businesses make the decision not to install (or re-install) copper landlines, they’re participating in what FCC Chairman Tom Wheeler cites as the “IP Transition.” Such a decision says a great deal about a company’s brand and its commitment to greener business practices. And those that opt for an advanced business VoIP solution also enjoy more efficiency and a technology that delivers significantly lower costs.
Cuts Down on Commuting
Because cloud-hosted business VoIP phone systems allow your workers to simulate the office environment – whether at home or in satellite offices – it’s easy for you to develop a quality telecommuting program. This virtual working environment requires far fewer employees to drive to the office, which dramatically reduces greenhouse gas emissions from burning gasoline on the road. You can also omit the need for in-house meetings altogether by relying on services such as our Conference Bridge that connects up to 30 people in one session.
Saves on Utilities
A business VoIP phone system works over virtually any high-speed Internet connection. Team members can plug in their office phone at home and have calls flow just as they do at the main office. Also, superior mobile apps ensure a seamless working experience on the go. And with Find-Me/Follow-Me – a VoIP feature that allows the phone system to sequentially deliver calls to various numbers – employees can be reached wherever they are. If employees don’t have a smartphone, we can integrate with regular cell phones, too. In other words, anyone on your team can receive business calls regardless of physical location and without interruption for clients and customers. These features make full-time telecommuting possible for many businesses, reducing money spent on office utilities including electricity, heating fuel, and technology-related expenses along with the cost of a lease or rent.
Other Green Benefits
Looking for more great green benefits? There are so many to incorporate and enjoy, for instance:
- Paper savings thanks to Paperless Fax, which minimizes the need to print incoming faxes
- Vonage Business Mobile apps provide full functionality of your business phone system from anywhere; available for iPhone and Android
Business VoIP proves that making even one small upgrade can have an impact on the environment. We salute those companies doing their part to support a smarter, more sustainable working environment. You can be one of them!
About Jason Wernick
Jason Wernick is the Director of Strategic Partnerships at Vonage Business Solutions where he focuses on driving new channels and partnership development. He has over 20 years of experience in Business Development, Sales, Product Innovation, Product Management and Product Marketing with emerging companies as well as market leaders.
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Recently we were challenged to find a solution for a client who want to trigger an email to be sent automatically to a specific contact when a “project” (a custom entity they use) met certain criteria. Triggering the send wasn’t really the issue as that can easily be accomplished via CRM workflow (as seen here). However, the same couldn’t be said for merging information from the “project” record into the email. As a contact could be related to multiple projects, and the relationship to contact was on the project record.
There were other business requirements and specific language that was used as well, but for clarity’s sake and to make it a bit more broadly applicable for everyone, I want to explain how this can be accomplished in terms of the default “opportunity” entity in CRM. We’ll pretend we are the admissions department of fictitious University that tacks prospective students under contacts, and uses the opportunity to track the applications and admissions process.
Because CRM has a default “many to one” (N:1) relationship on opportunity tying it to a contact — meaning any given contact could be associated to multiple opportunities – the system doesn’t know which opportunity to retrieve information from, and the dynamic content engine which we use to process emails can’t iterate though child records to find specific information. And there is no direct path from the contact to the opportunity. Think of it in terms of using advanced find. You can tell advanced find to show you the opportunities where the contact is a certain contact, but if try to go the other way, you get stuck in this gray area of not knowing which child opportunity is returning.
The solution was quite simple, and didn’t require any custom workflow assemblies or plugins. 🙂
In this example, when the opportunity is marked to qualify, it means that the student has requested an application, an admissions rep is now assigned to the opportunity, and a username and password has been provisioned for the prospective student in the Online Application System. The automatic welcome email, sent when the opportunity is marked to qualify, should contain information regarding the student (from contact) like the login information, name, etc… But because our university has separate applications for the separate schools, it is possible that a student will have multiple applications in the Application System. So we need to merge application-specific information into the email (from opportunity) like Primary Major Choice, Starting Semester, and Admissions Rep Info.
Use a custom field to be used by the workflow to send an email to the Contact on Opportunity, when the opportunity meets certain criteria, and also include information from that opportunity in the email.
The trigger was finite. (When an “Opportunity” has a sales stage of “Qualify,” then send the start the workflow.)
Customizations and Requirements
For this example, we only needed to add two new fields. Your process might be a little more complex or perhaps less.
Lookup to Opportunity on Contact: In order to create a direct path from the contact to the opportunity, we need to add a lookup to opportunity on the contact record.
Note: The value of this field will be automatically set and then cleared by a step in the workflow, so you don’t have to worry about any manual processes.
Send Welcome Email Checkbox (On Opportunity): In order tomake sure the welcome email is not sent multiple times, and to have easier reporting and insights, we added a checkbox on the opportunity to signify if the welcome email has been sent.
Note: Again, this will automatically be set by the workflow. No need for manual labor!
The Email Template
The template we created was pretty basic, but needed to include the information from the opportunity in the workflow, so we use Freemarker to go from the recipient (contact) to the opportunity record through the custom lookup we added to the contact.
The Workflow Steps
Here’s the magic. To bring it all together and set it into motion, we need a three step workflow to set the lookup field on contact, send the email, then update the opportunity.
Step 1 Check to see if the opportunity is at Qualify and the “Sent Welcome Email” is set to “no”, then Update the Lookup on Contactto equal the this opportunity.
Step 2 Check to see if the lookup to opportunity equals this opportunity, and send a ClickDimensions email.
Step 3 Clear the Lookup on Contact, and update the “Sent Welcome Email” checkbox on opportunity.
Because of the N:1 relationship, you can’t send emails with info from child opportunities or custom entities out of the box, but with a few slight enhancements and the power of CRM workflow the sky is the limit. Maybe you have a scenario where you can apply this. Let us know how you end up using it.
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