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(Optional) Recording Marketing Responses in Contact Calls

If your license includes Siebel Pharma Campaigns, information about the contact's response to campaign offers can be recorded for the contact call, through the Contact Call Detail - Marketing view.

These campaign offers may be actual offers, such as an invitation to an event. Or, the offers may be messages about products that the sales representative conveys during the contact call. These messages augment the call products detailed by delivering more granular information and by recording the responses received during detailing. These messages are part of marketing campaigns, and responses must be recorded in order to capture the bidirectional flow of information.

The contact's response also appears in the Track Results view for the campaign; this closes the loop on the marketing strategy and allows the marketing manager to assess the effectiveness of the campaign and to further refine segmentation and targeting.

To record offer responses in contact calls

1. Display the call in the Contact Call Detail - Marketing view, for example, in one of the following ways:
   • Navigate to the Activities screen > Activities List view, and drill down on a planned contact call activity.
   • Navigate to the Contacts screen > Contacts List view, drill down on a contact, click the Calls view tab, and drill down on the call.

     NOTE:  For more information on scheduling and creating contact calls, see Creating a Contact Call (End User).

2. In the Marketing Communications list, select an offer.

   This list displays campaign offers where:

   • The offer is of channel type Contact Call
   • The contact is a prospect associated with the offer's campaign
3. In the Response list, create a new record and complete the necessary fields.

   The choices for the Response field are restricted to the response templates set up for the offer. For more information, see about contact call offers in the Siebel Marketing User Guide.

   After the call is submitted, the responded to offer record will not be available for future calls to that contact. If no response was recorded for the offer, the offer record is not included in the submitted call and will be available for future calls to the contact.