Follow-Up Communications Module
The Follow-up Communications module is a tool in the Bill Advisor that allows CSRs to send an email to a customer after the end of a call. The email thanks the customer for calling and provides brief details about a utility promotion, rebate, or energy-saving tip. By affirming the customer's call and empowering them to save energy, the follow-up email is designed to improve customer satisfaction, collect more customer email addresses, and push customers to self-service.
Email Template Selector: The email template selector is a list of email templates for the CSR to choose from. The template that is selected by default is chosen by Oracle Utilities and the utility during program launch. The number and type of emails is configurable, and so is the subject line used in each template.
Email Address Field: The email address field specifies where the follow-up email should be sent. The field defaults to being blank if the customer's email address is unknown. If the email address is known (that is, if it is available in the system), then this field will be prepopulated. The email cannot be previewed or sent until a valid customer email address is added in field.
Preview Button: CSRs can preview what an email will look like before it is sent. When a CSR does this, a window displays showing the contents of the templated email. The preview does not include a preview of the email subject line.
Note: CSRs cannot make on-the-fly edits to the text of the follow-up emails due to the concern that this would add too much extra time to the service call. Moreover, no images or attachments can be included.
Send Button: CSRs can send the email at the click of a button. However, the button is only enabled when a valid email address is entered in the email address field. The button turns green and displays a checkmark if the send was successful.
Follow-Up Email Features
The follow-up emails include a subject line, header, body, and footer. Beyond these generic features, there are different email templates that can be used.
Subject Line and Header
Subject Line: The default subject line for each email template is: "Following up on your recent call to UtilityCo".
Logo: Each template email header includes a logo provided by the utility.
Account Number: The account number is the customer's unique account identifier and provides a useful reference. Part of the account number is obscured by default for security reasons.
Email Body
The body includes a promotion title, static image, and other components, all of which are described below. However, the exact messaging and visual appearance will vary depending on which email template is used.
Promotion Title: The title includes the first name of the customer to make them feel like they are getting personal attention, and is followed by a note thanking the customer for calling. This first name is derived from the customer's account information.
Introduction Text: A brief statement beneath the title orients the customer to the purpose of the email.
Button or Call to Action Link: The button link (also known as the call to action link) beneath the image prompts the customer to carry out a task. Depending on the email template, the button link redirects the customer to an appropriate page on the utility web site, Energy Efficiency Web Portal - Classic, or Oracle Utilities NextWeb page.
Email Footer
Unsubscribe: A link to a page where customers can unsubscribe from the email. An unsubscribe link must appear due to CAN-SPAM regulations in the US and similar regulations abroad.
Utility Contact Information: The utility's mailing address. The mailing address must appear due to CAN-SPAM regulations in the US and similar regulations abroad.
Legal Text: This is the copyright and any other legal text required by the utility and/or Oracle Utilities.
Follow-Up Email Templates
There are several email templates that a CSR can select and preview before sending the email to the customer. The templates used and the appearance of the templates will vary depending on the utility's setup and configuration. Some example email templates include:
- Refrigerator Rebate Promotion
- Utility Website Promotion
- Energy Efficiency Tips Promotion
- General Rebates Promotion