Audience & Schedule Settings

Audience Definition

When defining an Audience, it is important to take into account all of the different inclusions and exclusions that you want to track. By default, a Core iQ audience includes all of the members of your financial institution that are not already excluded at the Admin level. If you have no exclusions within your Core iQ Admin area, then all customers present in your core will be included in any new audiences you create.

AUDIENCE DESCRIPTION
With these settings, you will be able to set the audience’s name and give the audience a brief description for future reference. This is useful for keeping track of your different audiences and segmented groups, so make it as descriptive as possible.
WHO WOULD YOU LIKE TO BE A PART OF THIS AUDIENCE
This is where you are able to narrow your audience down to the active members of your Service Groups. Using the two dropdowns in this section, you can include only the active members of your bank that are either currently in or currently not in one or more of your chosen Service Groups.
ADDITIONAL CRITERIA
Sometimes your Service Groups need to be segmented even further to reach only the people who are most interested in your message. You can key off of criteria such as age, original customer date, customer ID, and many other items. This is a powerful tool to remove particular people from your audiences before you begin scheduling communications.

Communication Plan

Here you will see an overview of the Communication Schedule which has been set for this audience. You can modify each of your schedule points by clicking on the Edit button, and you can add new touch points here as well.

ACTION & TIMING
You can begin to add or edit any of your schedule points from this section, which includes the name and description for your touch point. We recommend using the Regarding line to create a unique name for each touch point, as it gives you a better view of your Schedule at a glance.
  • Trigger Event
    • This is the key event that will trigger the sending of the programmed communication at this schedule point. Setting the correct option here is extremely important, so make sure you choose the best option for your audience.
      • Open Date
        This option looks at the date on which a particular account was opened. Whether the customer is brand new to your banking institution, or has been with you for over 50 years, this option will send out a communication if their opening date matches your criteria. This option is most frequently used by those looking to send communications to customers regardless of the time they have been with the bank.

        Close Date
        This option allows you to send communications once a particular account within your audience has been closed. Core iQ will only look at the Service Groups set within the audience, and will send the communication a set number of days after the account closure date. This option is very useful when you are regulated to send a letter directly after the closure of a particular account type.

        Original Customer Date
        This option keys off the date that the audience member officially became a customer at your banking institution. We key this off of your Core Data, so this option is the best choice if you want to only target customers who join your bank after a certain date. Original Customer Date is the most relevant choice for those looking to start a new onboarding program through Core iQ as it will only send the scheduled message to customers who join after a set date.

        Birth or Startup Date
        This option will key off of the birth date for any non-business accounts or the startup date for any business accounts. This is most frequently used for Happy Birthday postcards and/or emails from the banking institution.

        Maturity Date
        This option is used most frequently with loan, CD, and IRA accounts, and will send the scheduled communication a set number of days out from the account’s maturity date. This is extremely useful for those looking to send out communications leading up to the maturity of a loan in order to recapture a customer’s business.

        Renewal Date
        With this option, Core iQ simply keys off of the last time an account or timed deposit was renewed. This is great for automatically sending a follow-up communication to a customer after they have renewed a line of credit or core deposit account.

        Last Activity Date
        This option will allow you to send a communication a certain number of days after the date of last activity. This can be used to send out reminder emails to users who haven’t logged into their Online Banking account for a certain number of days, or those that haven’t sent a mortgage payment in a certain number of days.

        Schedule Effective Date
        This option is best when you want to set a very particular date for a communication to be sent. There is no other trigger point outside of the exact date, so this is the best option if you are looking to send out a message right before a fixed date every year. One use could be to automate your bank closure notices throughout the year by sending custom emails a few days before every relevant federal holiday.
  • Generate 1 Regardless of Accounts Opended Concurrently
    • Turning this option on will add another level of protection against sending too many communications to your customers. While turned to Yes, this option will keep Core iQ from sending multiple instances of the chosen communication to a customer, regardless of the number of accounts they open concurrently. This option is perfect for limiting items like a welcome letter from your bank President, which customers should only receive once.
  • Is This a Cross-Sell Offer?
    • Here you can tell Core iQ that a particular schedule point is a cross-sell opportunity. If you choose Yes, the option to choose a template will be removed from this schedule point. This is because Core iQ will look to your Cross-Sell Priorities list for the template to send at this date. Be sure to correctly configure your Cross-Sell Priorities area if you choose this option for any of your schedule points.
ACCOUNTABILITY
In this area, you will be able to assign a banker as the Responsible Banker for this communication. If you are choosing to send a communication using merge fields that key off of an Assigned Banker’s name, contact information, or other information, this is an important area to configure. By choosing Assigned Banker, Core iQ will dynamically populate the information within the template that relates to a customer’s Assigned Banker. By choosing a single Banker, Core iQ will dynamically populate that same information, but will only input the items relating to the chosen Banker on all communications.
DEFAULT STATUS FOR NEW COMMUNICATIONS
Here you will be able to choose how the scheduled communications will be handled within Core iQ.
  • If you set this option to New, Core iQ will assign the communication to the Responsible Banker, requiring them to approve it from their dashboard. No communications from this schedule point will be sent until they are approved by the Responsible Banker. This option is best used for queuing up phone calls within Core iQ and assigning them to the responsible individuals.
  • If you set this option to Pending Approval, Core iQ will queue all of the communications within the dashboard of the Administrator(s). None of the communications will be sent until they are approved by an Administrator. This gives you an added level of oversight when testing new schedules, but is not recommended long term.
  • If you set this option to Approved, Core iQ will automate this communication and send it on behalf of the Responsible Banker. This option requires little Administrator oversight and is best for banking institutions looking to fully automate their communications using Core iQ.

Cross-Sell Priorities

This section of Core iQ is where you will set the cross-sells which will be offered to your chosen audience. Make sure that you have one or more schedule points marked as Cross-Sells in order to send the items set here, and also ensure that your cross-sells are listed correctly in order of priority. Core iQ will check each customer within your audience to see if they are currently taking part in the Service Group mentioned in your first cross-sell priority. If they are not, then Core iQ will queue up that opportunity. If they are currently enrolled in that Service Group, then Core iQ will check the next cross-sell priority on the list. The system will continue to do this for as many times as you have set within the Schedule and Cross-Sell Priorities areas.

PRIORITY TO ASSIGN
Here you can set the priority for your chosen cross-sell opportunity. This will determine where Core iQ starts its check for queuing up a promotional opportunity.
SELECTED PROMOTIONAL TEMPLATE
Choose the template which you want Core iQ to send out for this particular cross-sell opportunity.
MAXIMUM ATTEMPTS
This is the maximum number of times that Core iQ will send out the chosen template to each customer, if they have not enrolled in the Service. If a customer enrolls in the promotional opportunity at any time before the next schedule point, Core iQ will automatically move on to the next cross-sell priority.
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