Pick and choose locations to send a campaign to | Voters

Pick and choose locations to send a campaign to

complete

Siobhan McCaffrey

Ability to send a marketing campaign to some locations and not include others

aisling.scolard

marked this post as

complete

The work on this has been completed. It took a lot longer than we expected, it was far more complex than we expected! It'll be rolled out soon, watch for an update in general :)

aisling.scolard

marked this post as

in progress

Gavin Spencer

Its very important for multi site groups, that this site selector respect the access levels of the logged in user. ie: if you only have access to marketing in 3 of 5 branches, the 2 branches you do not have access to should be greyed out and not selectable. 
If a user does NOT have access to marketing in branch A, they should NOT be able to simply send to branch A's clients via branch B.
In fact currently, they can specifically target, solely branch A's clients using the client cat that is automatically assigned upon creation.

aisling.scolard

marked this post as

planned

We will start work on this in August

aisling.scolard

I think we'll need to reframe this idea a bit. We support multi-branch sending to ALL locations at the moment, and adapt links to suit, so let's park that for now. If there's problem areas with that existing functionality then raise those separately.
I think I'll reframe this idea to the need to support multi-branch sending to some but not all branches, as we don't support that.
What do you all think?
Original post:
Ability to see all templates from all locations/filter to see them - This is becoming increasingly problematic for larger locations. Effects links for Online gift cards, online booking and online store, as if you send from one location, it only has that locations links. Salons need to repeat the whole template in additional locations.

Colm O'Neill

aisling.scolard: I think that makes sense Aisling!

aisling.scolard

Hey Gavin Spencer Siobhan McCaffrey Colm O'Neill we added something to the page where salons can send to all locations to explain how it works.

Do you think this would help this problem if salons understand that clients will receive the links for their location, not the location that sent? Do you have any feedback on the explanation as well?

Siobhan McCaffrey

aisling.scolard: I think this would be so helpful, how would filters work for this? or would they? Will all links (ob, giftcards, store) all update? I think this may solve most of my client's issues if so!

I wonder though, would it work if client are not shared which I assume to be Gavins case?

aisling.scolard

Siobhan McCaffrey: filters would work as normal, it's just people from every location can be targeted. Maybe I'm not understanding the question though!
Yeh all links update (though with vouchers it doesn't matter hugely right as they're on a business level and redeemable in all branches)
What do you mean by clients not being shared?

Siobhan McCaffrey

aisling.scolard: Not every chain will share their clients, they may be too far for it to be realistic for clients to be shared. Or they're a franchise. 
Re filters: If I'm in salon A, of ABC. I use filter no visit in X weeks etc, will it look in Salon B&C for client who haven't visited B&C in Xweeks?
The gift card reports can be wonky if they're only ran through one locations - looks like there's a massive "liability" in one location if all ran through that one.

aisling.scolard

Siobhan McCaffrey: ok I'm not sure how the sharing affects this though? If I'm in Salon A and never visit Salon B, I'll get emails with links for Salon A only.
If you were last in salon A but haven't visited in say 4 weeks, and the salon includes clients from all locations and filters by clients who haven't visited in the last 2 weeks, you would be included. 
If you were in salon A 4 weeks ago and salon B 1 week ago, and they filter for all locations by clients who haven't visited in the last 2 weeks, you wouldn't be included in the results, as you have visited.
Not sure if that answers your question?

Siobhan McCaffrey

aisling.scolard: I think it does, I just wanted to be sure that the filters would essentially be ran in all locations!

Gavin Spencer

aisling.scolard: 
Kind of :)
The issue we're facing isnt the adaption of the links and content.
Salon owners want to be able to send a campaign to 22 of their 68 customers. ie: All clients located in the state of South Australia.
These clients have different promotions/prices to other states.
Impact on the customer - how are they solving it today?
Recreating the campaign in each of the 22 branches and sending separately.
Impact on the customer - why is this painful?
Extremely time consuming especially for larger salons with 2+ locations.
Impact on the customer - how often do they have to do this?
Monthly
Every multi-branch salon who sends campaigns.
An Alphabetical drop down, with checkboxes next to site name would be ideal, they can just select which sites they want and our system would adapt the emails.

Colm O'Neill

aisling.scolard: Ok so the issue that the 3x Finnish client had was different to Gavin's issue.
These three locations were quite close to each other but had different types of services. When they sent out an email to all clients and included a link to a service or special offer in Branch A, clients from Branch B or C would receive the email, but when they click on the link it would not work. This is because the service isn't available in their branch, but the company would still like them to book it in Branch A.
They had lots of links to services and specific staff member's services and had to use custom links for everything
So they might have a new staff member in Branch A and we want all clients to be able to book a time for that staff member in Branch A, the link won't work for clients of Branch B or Branch C.

Colm O'Neill

aisling.scolard: Also, the text is very good, but I think it should inform the user that if you are linking to a staff member or a service that is not available in other branches, you should use custom links.

aisling.scolard

Colm O'Neill: Hey Colm. Unfortunately we're never going to be able to come up with one solution that covers every salon's use cases. We do have a warning built into the new editor that shows for multi-branch salons when adding a button to tell them to make sure the link will work in all branches. If you have any feedback on this wording let me know, we can update it!

Colm O'Neill

aisling.scolard: Yep, understood. Gavin's issue seems bigger than the one we came across. Dream world scenario is that OB will eventually allow customers to just pick their service or worker and then be presented with appointments in various locations, and that may solve this particular issue.

Gavin Spencer

Hey Guys, we have a 68 branch site, looking to onboard from shortcuts. This is a requirement of theirs, so fingers crossed this gets on the to do list.

Additionally its a pain point for existing branches

aisling.scolard

marked this post as

under review

aisling.scolard

Siobhan McCaffrey Colm O'Neill just to check my understanding on this one, is the summary below correct?
What is the problem that this solves?
Salon owners want to be able to send a campaign to all clients in all their branches, and have the links for booking be relevant for the client's branch, not the branch sending the campaign.
Impact on the customer - how are they solving it today?
Recreating the campaign in each branch and sending separately.
Impact on the customer - why is this painful?
Extremely time consuming especially for larger salons with 2+ locations.
Impact on the customer - how often do they have to do this?
At least once a quarter? (Siobhan/Colm what do you think here?)
Impact on Phorest - how many customers are likely to have this problem?
Every multi-branch salon who sends campaigns.
Impact on Phorest - how much of an impact will have on our business metrics?
Expect to positively impact NPS and hence churn in some small way, and positively impact adoption of our marketing tools and hence revenue from SMS

Siobhan McCaffrey

aisling.scolard: Generally this would effect them monthly, when sending newsletters. An additional issue is that their clients may receive more than one email if they actively frequent multiple locations, which is common.

aisling.scolard

Siobhan McCaffrey: have you examples of them receiving more than one or do salons just think they do? Clients should only receive marketing from the branch they last visited, not every one they visited

Siobhan McCaffrey

aisling.scolard: No, I mean if they do create templated in each location and send it from there so the links are correct - This could result in multiple emails being received.

Colm O'Neill

This was brought up by a (3x) salon that is churning (this wasn't the main reason - they had other stuff too) They pointed to the same things as Siobhan has noted - they wanted to be able to also link to services etc from the other locations. Would the solution be to have templates saved at a business level, or managed in the chain library?

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