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SMS ON WORKFLOWS - KEY TO AUTOMATED
BUSINESS COMMUNICATION
Date: 22nd October 2013
Presenters:
Neelabh Shrivastava – Associate Product Manager
Rahul Jain – Salesforce Developer

Reserved

www.screen-magic.com

©All Rights
Agenda
2

Introduction
 How does it work?
 Use Cases
 How to get started?
 Q&A


©All Rights Reserved

www.screenmagic.com
About Screen Magic
3







Screen Magic is a startup aiming to help
businesses mobilize their communication on SAAS
platforms. We have already joined hands with
Salesforce and Zoho, the biggies of SAAS world.
SMS Magic Interact is a plug and play application
for Salesforce CRM. It enables 2-Way SMS/text
connectivity for businesses using SFDC.
Currently, 500+ businesses from various industry
verticals are mobilizing their customer interactions
using our solution.

©All Rights Reserved

www.screenmagic.com
4

Introduction to SMS on
Workflows






It's an add-on for the popular SMS Magic
Interact application on Salesforce.
It enables you to automate your SMS
communication during any intended junction of
CRM workflow.
Out-of-box SMS Integration with Salesforce
Workflow.

©All Rights Reserved

www.screenmagic.com
Key Benefits
5








Automatically initiate interaction with contacts on
any trigger/ event/ change that matters to the
respective contacts.
Enablement to notify relevant people about
upcoming business critical events and
actionable items with zero human intervention.
Saves time and precious resources.
Cut costs of Salesforce development for
automating your specific business processes.

©All Rights Reserved

www.screenmagic.com
Typical Use Cases
6

Customer Care
• Lead nurturing through
automated follow-up
• Automated event
reminders to registrants
• Automated updates to
campaign members

Marketing

• Send SMS updates to
customer about case
status
• Send Payment
notification to customers
• Greet customers on
special occasions /
events

• Set SMS alert to field
agents on case
allotment/escalation
• Reminders to field
force about upcoming
events, quarter end etc.

Field Force

… and more – We have not ceased to
innovate, after all !!!

©All Rights Reserved

www.screenmagic.com
Pre-requisites
Before you start you need to have


Salesforce Org




Basic knowledge of Salesforce Workflow




Enterprise or Unlimited
http://www.salesforce.com/crm/sales-force-automation/workflow/

SMS Magic App installed on SF org



SMS Magic Interact version 1.30 and above
Get it from Appexchange or screen-magic.com/salesforce

©All Rights Reserved

www.screenmagic.com
How does it work?
8

Salesforce Workflow Environment
Step 1

Step 2

Create Workflow rule

Create Workflow action

©All Rights Reserved

Step 3
When Workflow rule is
satisfied, perform action
specified in Step 2

www.screenmagic.com
How does it work?
9

Salesforce Workflow environment

Salesforce Workflow Environment
Step 1

Step 3

Step 4

Create Workflow rule

Workflow action „Task‟ as per
specifications

When Workflow
rule is satisfied,
create Task

SMS on Workflow Add-on Package
Step 2
Generate task
configuration using our
point and click tool

Step 5
Pick up tasks and send
SMS as per the
Configuration specified
in Step 2

©All Rights Reserved

www.screen-
How to Send SMS on
Workflows?

10

It works in three easy steps:





Create a Salesforce Workflow rule.
Use our point and click tool to generate a “Configuration ID”
(this configuration is used to identify what message needs
to be sent).
Create a “Task” as the workflow action and provide the
configuration ID in “Comments” section.

©All Rights Reserved

www.screenmagic.com
11

Auto “Welcome” SMS –
Finance
Big Money Finances is an investment
consultancy that advices its customers of the
best investment options. They send a welcome
message for every new lead created.
Joe checked out big money financials site for
long term investments thus creating a lead.
"Hi Joe,
Welcome to
Big Money Finances. We
look forward to serving
you!
-BMF Team

©All Rights Reserved

www.screenmagic.com
12

Complaint Registration – White
Goods
Steaming Waters is a water boiler manufacturer.
They send a message to their field engineer of a
particular area and customer when a case is created.
"Hi April,
Your complaint has been
registered. Our field
engineer - Dave will
resolve your issue within
2 working days.”

©All Rights Reserved

April registered a complaint
via email about her non
functional boiler.
"Hi Dave,
You have been assigned
Case# 4431245.
Issue# Boiler not working.
Contact# 6698034563.”

www.screenmagic.com
13

Event Reminder Campaign–
NFPs
Green Folks is a NFP with a focus on forest
conservations. They send a message to all
their volunteers to inform them about
upcoming events.
Green Folks sends SMS to it‟s
volunteers informing them of the
“Hi<name>,
Save Forests Charity Marathon will begin
pre-event briefing for a charity
from Duke's point on Sunday 7th June at
marathon
6:00 am.

Report latest by 5:15 am for the event
briefing at Duke's point.”

©All Rights Reserved

www.screenmagic.com
Dependencies & Limitations
14









It can only be used with objects where you have
a mobile number & where a “Task” can be
created.
You can send up to 3000 SMS messages at
once.
SMS templates can only contain fields from the
object on which SMS is being sent.
Actual execution of “Tasks” depend on the
number of jobs present in your queue.

©All Rights Reserved

www.screenmagic.com
How to get started?
15







Install SMS Magic Interact from Appexchange
Install SMS for Workflow Add-on Package
Get in touch with sales@screen-magic.com for
pricing details (It is free if you have an Interact
subscription)
Use our resource center to set up your required
notifications!

©All Rights Reserved

www.screenmagic.com
Questions?
16

Support co-ordinates:

Email - care@screen-magic.com
Skype – smsmagic
Twitter - @smsmagic
Phone - +91-020-41231010
Support timings - 4AM GMT to 6PM GMT, Monday to Saturd

©All Rights Reserved

www.screenmagic.com

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SMS Magic for Salesforce Workflows - Key to Automated Business Communication

  • 1. 1 SMS ON WORKFLOWS - KEY TO AUTOMATED BUSINESS COMMUNICATION Date: 22nd October 2013 Presenters: Neelabh Shrivastava – Associate Product Manager Rahul Jain – Salesforce Developer Reserved www.screen-magic.com ©All Rights
  • 2. Agenda 2 Introduction  How does it work?  Use Cases  How to get started?  Q&A  ©All Rights Reserved www.screenmagic.com
  • 3. About Screen Magic 3    Screen Magic is a startup aiming to help businesses mobilize their communication on SAAS platforms. We have already joined hands with Salesforce and Zoho, the biggies of SAAS world. SMS Magic Interact is a plug and play application for Salesforce CRM. It enables 2-Way SMS/text connectivity for businesses using SFDC. Currently, 500+ businesses from various industry verticals are mobilizing their customer interactions using our solution. ©All Rights Reserved www.screenmagic.com
  • 4. 4 Introduction to SMS on Workflows    It's an add-on for the popular SMS Magic Interact application on Salesforce. It enables you to automate your SMS communication during any intended junction of CRM workflow. Out-of-box SMS Integration with Salesforce Workflow. ©All Rights Reserved www.screenmagic.com
  • 5. Key Benefits 5     Automatically initiate interaction with contacts on any trigger/ event/ change that matters to the respective contacts. Enablement to notify relevant people about upcoming business critical events and actionable items with zero human intervention. Saves time and precious resources. Cut costs of Salesforce development for automating your specific business processes. ©All Rights Reserved www.screenmagic.com
  • 6. Typical Use Cases 6 Customer Care • Lead nurturing through automated follow-up • Automated event reminders to registrants • Automated updates to campaign members Marketing • Send SMS updates to customer about case status • Send Payment notification to customers • Greet customers on special occasions / events • Set SMS alert to field agents on case allotment/escalation • Reminders to field force about upcoming events, quarter end etc. Field Force … and more – We have not ceased to innovate, after all !!! ©All Rights Reserved www.screenmagic.com
  • 7. Pre-requisites Before you start you need to have  Salesforce Org   Basic knowledge of Salesforce Workflow   Enterprise or Unlimited http://www.salesforce.com/crm/sales-force-automation/workflow/ SMS Magic App installed on SF org   SMS Magic Interact version 1.30 and above Get it from Appexchange or screen-magic.com/salesforce ©All Rights Reserved www.screenmagic.com
  • 8. How does it work? 8 Salesforce Workflow Environment Step 1 Step 2 Create Workflow rule Create Workflow action ©All Rights Reserved Step 3 When Workflow rule is satisfied, perform action specified in Step 2 www.screenmagic.com
  • 9. How does it work? 9 Salesforce Workflow environment Salesforce Workflow Environment Step 1 Step 3 Step 4 Create Workflow rule Workflow action „Task‟ as per specifications When Workflow rule is satisfied, create Task SMS on Workflow Add-on Package Step 2 Generate task configuration using our point and click tool Step 5 Pick up tasks and send SMS as per the Configuration specified in Step 2 ©All Rights Reserved www.screen-
  • 10. How to Send SMS on Workflows? 10 It works in three easy steps:    Create a Salesforce Workflow rule. Use our point and click tool to generate a “Configuration ID” (this configuration is used to identify what message needs to be sent). Create a “Task” as the workflow action and provide the configuration ID in “Comments” section. ©All Rights Reserved www.screenmagic.com
  • 11. 11 Auto “Welcome” SMS – Finance Big Money Finances is an investment consultancy that advices its customers of the best investment options. They send a welcome message for every new lead created. Joe checked out big money financials site for long term investments thus creating a lead. "Hi Joe, Welcome to Big Money Finances. We look forward to serving you! -BMF Team ©All Rights Reserved www.screenmagic.com
  • 12. 12 Complaint Registration – White Goods Steaming Waters is a water boiler manufacturer. They send a message to their field engineer of a particular area and customer when a case is created. "Hi April, Your complaint has been registered. Our field engineer - Dave will resolve your issue within 2 working days.” ©All Rights Reserved April registered a complaint via email about her non functional boiler. "Hi Dave, You have been assigned Case# 4431245. Issue# Boiler not working. Contact# 6698034563.” www.screenmagic.com
  • 13. 13 Event Reminder Campaign– NFPs Green Folks is a NFP with a focus on forest conservations. They send a message to all their volunteers to inform them about upcoming events. Green Folks sends SMS to it‟s volunteers informing them of the “Hi<name>, Save Forests Charity Marathon will begin pre-event briefing for a charity from Duke's point on Sunday 7th June at marathon 6:00 am. Report latest by 5:15 am for the event briefing at Duke's point.” ©All Rights Reserved www.screenmagic.com
  • 14. Dependencies & Limitations 14     It can only be used with objects where you have a mobile number & where a “Task” can be created. You can send up to 3000 SMS messages at once. SMS templates can only contain fields from the object on which SMS is being sent. Actual execution of “Tasks” depend on the number of jobs present in your queue. ©All Rights Reserved www.screenmagic.com
  • 15. How to get started? 15     Install SMS Magic Interact from Appexchange Install SMS for Workflow Add-on Package Get in touch with sales@screen-magic.com for pricing details (It is free if you have an Interact subscription) Use our resource center to set up your required notifications! ©All Rights Reserved www.screenmagic.com
  • 16. Questions? 16 Support co-ordinates: Email - care@screen-magic.com Skype – smsmagic Twitter - @smsmagic Phone - +91-020-41231010 Support timings - 4AM GMT to 6PM GMT, Monday to Saturd ©All Rights Reserved www.screenmagic.com