Customer Message Centre
Communicate with your customers like never before with this great new tool for your Route Manager System! The Customer Message Centre gives you the versatility of multiple forms of communication with your customers. Whether you need to send out an invoice via fax, a delivery reminder via SMS, or let your customers know about a current promotion by calling them, the Customer Message Centre is an efficient and affordable way to get it done!
You can use the Customer Message Centre (CMC) to send messages to your customers for a variety of reasons relating to finance, marketing, operations, or other! All you need to do is set up a template and then choose the best method of delivery – SMS to your customer’s cell phones, voice call to a customer’s home phone, fax to the business or email anywhere. Customer Message Centre will automatically deliver your message via web-based tools.
Automatically call customers prior to their delivery to inform them their delivery is delayed. Perfect for when snow closes the roads or a driver calls in sick.
Customize your emails with logos and links for a more professional appearance. You have never sent better looking statements and, of course, you can make powerful social media campaigns.
Schedule messages to go out at any time of the night or day and do this effortlessly! Even auto send invoices to customers on posting – all automatically.
Create your own templates within RMA. Use them for billing, operations or marketing. Your customers will be impressed and buy more with frequent communication.
Mass generation of messages -text, email, voice, or fax to selected customers based upon the criteria you set. Great for follow-up billing notices and other accounting messages.
How It Works
Getting started with CMC could not be easier. There is no complicated set up and you do not need to scour the web for unknown tools. Locate the signup section in Route Manager under the Modules>Customer Message Centre menu and simply pick your plan and fill out the form.
You will have four options of communication under one point system that you can choose to use however you would like. As you send a fax, voice message, SMS, or email, points are deducted from your available balance. Your points never expire! You can also mark your account as auto-renew so you are never without this exciting service!
- RMA V6.2.1 or later
- Internet connection
Q: Can a customer reply to an email through CMC?
A: Customers can reply to email from CMC, the reply email is sent to the person who was logged into RMA when the message was sent. In addition, if someone replies to an SMS text message, the reply goes to the email account of the person who sent the message from RMA
Q: Will points be used if they reply to SMS?
A: No, points are not deducted when someone responds to either SMS or Email
Q: Can I send mass emails through CMC?
A: Yes, some email services limit the number of emails that can be sent consecutively, but using CMC, you can send a large batch of emails without any concern that your email provider will block your email or consider that you are spamming.
Q: Do I need to make a voice recording for my voice messages?
A: No, the computer will interpret the message from the template and the customer will hear the message in either a female or male voice depending on the option you selected in Route Manager.
Q: Can I use different languages for the voice message?
A: Yes, you can choose a specific language for your voice message, but the template you use must be typed in the same language. RMA will not translate the English Language to a Spanish message if your template is created in English.
Q. How do I get points to get started?
A. Refer to the 1st section in Chapter 2 “Purchasing Points for CMC” for a detailed walk through on this process.
Q. What hardware do I need?
A. No additional hardware is needed to use CMC. You will need RMA V6.2.1 or later and an internet connection.
Q. Does CMC offer inbound communication as well?
A. CMC offers inbound SMS communication. See Chapter 4, “Customer Replies” for more information. We do not currently offer inbound voice calling functionality, but will in the future.
Q. Are there any monthly fees or contracts with CMC?
A. No, we do not charge any monthly fees to use CMC. Just sign up for a point plan, and use them until they are gone. They never expire. Add more points at any time.
Q. Is CMC available internationally?
A. Not at this time. We will be looking at international compatibility in a future version.
Q. Will we be able to see what messages were unable to send?
A. Yes. You can check the status of any message from within the Status Monitor screen in Route Manager. Additionally, a confirmation email will be sent after the batch has been processed and will indicate the status of each item in the batch.
Q. Will we be charged for messages that failed to send?
A. No. If a message failed to send it will not use any points.
Q. Can I call specific customers in a different language?
A. Not at this time. All customers use the same voice and language settings in CMC Setup.
Q. Can customers reply to an SMS message?
A. Yes, customers can reply to SMS messages. The reply will be emailed to the account that generated the original SMS message to the customer and the reply will use an SMS point from your available Standard Points amount.
Q. Can I prevent customers from replying to SMS messages?
A. No. SMS is a very simple method to communicate with your customers, allowing them to quickly respond to a message letting you know if they need extra product, or may not need a delivery at this time.
Q. Will all faxes include a cover page?
A. Yes, currently all faxes sent from CMC include a cover page.
Q. If I run out of E-Mail points, will I no longer be able to send emails?
A. No. You can still send emails if your email points expire. They will come out of the Standard Points bucket. If both sets of points are empty, then emails will no longer send.
Q. Will my email points roll over when I add more points to my account?
A. No, email points are not carried over when a plan is renewed.
Q. Can a customer reply to an email message?
A. Yes, a customer can reply to emails sent from CMC. However, the response will go directly to the “Reply To” email address, and not handled within CMC (like how SMS messages are), and thus do not use any points. It is important that you have your email address filled in within the List > Employee Setup > Employees screen so that a valid Return Address is used for responses.