This article is a step by step guide on how to develop an automation to notify your clients that their loan has settled and congratulating them on 1-year post settlement, whilst also notifying members of your team to follow up and book in an appointment.
Navigate to Automation in Active Campaign
|2.||Click the orange 'New Automation' button in the top right-hand corner.|
Click 'Start from Scratch' and then continue.
You will now see a screen asking you to select your 'trigger' for the automation. Whilst there are many to choose from, in this instance you need to select the 'Field Changes’ trigger.
The 'trigger' is the event that starts your automation
Now you need to define your trigger further.
In this instance, we want to send an email to our clients when their loan status has changed to settled.
Enter segmentation criteria as per below. (Remember, your loan status might be different so enter the appropriate field name as reflected in your Contact opportunity in Mercury.)
Active Campaign will immediately ask you what you want to happen when the 'trigger' goes off. In this instance, we want to send an email to our clients. To begin with - click 'Send email'
NOTE: SMS functionality is not yet available in Active Campaign.>
|7.||Click 'Create New email' on the pop-up box. Then, name your email with a relevant name. Your contacts will not see the name of the email, it just needs to be something relevant to you e.g. Loan has Settled.|
'Use this design'; you will get the opportunity to make amends to the email content, we recommend using the 'Fixed Rate Expiry' template and editing the copy to suit your needs.
At this next step, you need to add in the person who the email will come from - the default name will appear here, or you can use the personalisation icon to choose who the email will come from. If you want to choose the Relationship Manager choose <BrokerName> or <BrokerPreferredFullName>. Then choose the email address the email is coming from. Choose the <BrokerEmail> to use the Relationship Manager email, otherwise the email will be sent from the default Relationship Manager.
Also, add in a subject line of your choice, ideally something which will grab the attention of your client. You can personalise the subject line using the personalisation icon highlighted, select the fields you wish to include and click save, they will then appear in the subject line.
Then click continue.
Your template will appear in the browser. Edit the copy how you wish. To edit any of the content blocks, simply hover over the block and it will be framed with a black border, it will then give you an editing menu. Remember to use the 'Personalise' button on the text formatting menu to add in personalisation tags such as first name.
For help on editing any email template, refer to this article: Edit your email campaign
Once you are happy with the email content, click 'Next' in the top right hand corner. You will be taken to a campaign summary page. Check all of the details are correct.
At this point you will have the opportunity to preview your email and send yourself a test email (highly recommended!). To do this either click on 'Desktop Preview' or enter your email address and click 'send test'. Check you are happy with your email on the test/preview and if not, click 'Previous' in the top left to go and edit the email. Once you are happy with the email click 'Finish' in the top right to add this email to your automation.
You should now be able to see your email in your automation map.
At this point, you should also add in a Notification to your team that the client has been notified that their loan has settled.
To do this, click on the + icon underneath your email in the automation map and select the 'Notify someone' under sending options.
Add in the details of who you want to notify and what you are notifying them about. Use the personalisation tags to pull in the variable data from each of your contacts, as per the below.
If you pull through the broker email in the 'send to' box, it will pull through the relationship manager email address. Use the 'Personalize message' to pull through variable details of the client's loan e.g. Loan amount to avoid having to go into Mercury to check the details, the information will be in your inbox. Once you have added in all the details, click OK and the notification will be added into your automation map.
Your automation workflow should now look like this:
We will now need to wait for a period of time before we send the 1-year follow-up email.
To do this, click on the + icon underneath the notification. Click on 'Conditions and Workflow' and then 'Wait'. Enter the amount of time you want to wait for before any other actions occur. In this instance, we are going to wait for 12 months.
Once the 12 months is up, you can send your client a 1-year post settlement follow up email.
To do this, click on the + icon underneath the notification.
Please follow steps 6 – 13 again however this time, select the relevant template and corresponding details.
After you have completed any last additions to your flow, ensure that you end the automation by clicking on the + icon and select the ‘end this automation’ action.
This is what your automation flow should now look like.
You are given the opportunity to include as many elements to your flow as desired. You might want to utilise some of the additional actions such as ‘If/Else’ or ‘Split’.
- This is an example automation. There is unlimited scope for this to be amended according to each business.
- If you want to ensure the email is going to the applicants on the loan as opposed to a referrer, you might want to add in a condition at the beginning (after the trigger) where the condition is 1_Relationship is Primary Applicant or Applicant. You may also want to add in a condition that the loan status was settled (otherwise it may pull in opportunities that never settled).
- You may want to copy this automation and set up separate automations for 2_LoanStatus and 3_LoanStatus. This is so that the personalisation tags in the email can reflect those opportunities.