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Managing Collaborative Marketing Campaigns

Campaigns typically involve contacting current or potential customers to market your products. For instance, you might have a campaign to contact people and sign them up for a seminar, or a campaign to send out a promotional mailing that requires that the recipients call in if they are interested in your products or services.

Because campaigns are contact-intensive, they are often handled by a call center. Many Siebel campaign functions are designed to maximize a campaign's effectiveness in a call center environment. Siebel applications let you create campaigns, specify lists and groups of people to call, specify quotas for the call center personnel, and track which employees have the skills needed for different campaigns.

Partner employees have access to call center campaigns through the Siebel Partner Portal in the same way that your employees have access through Siebel Partner Manager. Partners can use the Siebel Partner Portal to update call status and outcome, refresh the contacts list, launch SmartScripts, create campaign leads, and do the other things that your internal employees do when they work with campaigns.

You can also share other kinds of campaigns with partners, such as email, Web, or Direct Mail campaigns. For example, the brand owner could set up an email campaign, allow the partner to edit the contact list, then close the campaign for editing and launch the email campaign. In this case, the brand owner executes the email campaign, but the partner has input as to where the emails get sent.

You create collaborative campaigns and campaigns that your own company executes in the same way. The only difference is that, for collaborative campaigns, you add partner organizations to the campaign, as well as your own employees. Siebel PRM lets your partners use the same functionality that your own company uses to run campaigns.

After associating partner organizations with the campaign, you can use the Execution Options view of the Campaign Administration screen to assign campaign contacts to partners manually or using Siebel Assignment Manager. Partners will only see contacts that have been assigned to them. You can also use this view to specify whether partners can add and edit contacts for the campaign.

As an alternative method of assigning partners to campaigns, you can use the Application Administration screen, Campaign Groups view, to create groups of employees. For example, you can define a team of people within a partner company who regularly execute campaigns as a campaign group. You can assign the groups to campaigns, by using the Campaign Administration screen, Groups view. After you assign the campaign to the partner organization, the partner can also assign these groups to the campaign using the Siebel Partner Portal.

In one typical way of executing a collaborative campaign, the brand owner sets up the campaign and provides a contact list to the partner company, and the partner executes the campaign in its call center. For example, a collaborative campaign might involve the following scenario:

• Your company and your partner have sponsored an event collaboratively. You want to follow up by giving the attendees a phone offer to buy one of your products at a discounted price.
• You create the campaign and the offer, using the Siebel Partner Manager's Campaign Administration screen.
• You add the attendees at the trade show to the campaign's Contacts/Prospects list, using the Siebel Partner Manager's Campaign Administration screen. Alternatively, you import a list attendees using the Siebel list management functionality, which lets you import lists in many standard formats.
• You add one or more partner organization to the campaign, using the Siebel Partner Manager's Campaign Administration screen. All Partner companies whose organizations have been added will have visibility into the Campaign header using the Campaign Planning screen on the Portal. A marketing manager at the partner company can then add employees at the partner company to the campaign team.
• Depending on the execution options, campaign contacts will be assigned to the partners associated with the campaign through Assignment Manager or manually. Other options determine whether partner organizations will or will not be able to add, remove or edit campaign contacts.
• The partner company's call center executes the campaign. Partner employees who are on the campaign team can see this campaign in the My Campaigns view of the Siebel Partner Portal's Campaigns screen. They can click the view tabs to display a summary of the campaign, the call guide, the offer, the list of prospects and contacts, and other information.

For more information about creating campaigns, see Application Administration Guide.

To add partner organizations to the campaign team

1. Navigate to the Campaign Administration screen.
2. In the Campaigns list, select the campaign that you want the partner to execute.
3. In the Organization field of the campaign, click the Select button and use the dialog box to select partner organizations.

   All partner organizations that were added can view information about the campaign through the Campaign Planning screen of the Siebel Partner Portal.