Use Case Discovery
  • 05 May 2021
  • 3 Minutes to read
  • Contributors
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Use Case Discovery

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Overview

This discovery questionaire is meant to help your organization - in collaboration with Send360 - to accelerate the process of defining, planning and launching your initial or subsequent use cases. Our customers often copy and paste the questions below into an email shared with key stakeholders internally to efficiently gather input.

Use Case Name & Story?

What shall we call or name this use case? Briefly describe the business need for this direct mail use case and the end results desired. What problem are we trying to solve, or what opportunity are we trying to maximize?
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Intended Recipients?

Who are the intended recipients? Where do they exist in Salesforce? As Leads, Contacts, Person Accounts or in a Custom Object? What conditions or events should cause them to become a direct mail recipient under this use case?
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Send Method?

Next, let's consider HOW we wish to send. Send360 supports 3 sending workflows. These are:

  • Autopilot: This is is the most efficient and scaleable method. Autopilot sends are lights out automated and may be triggered by Salesforce Process Builder, Workflow Rules, Apex Triggers, or from a connected MAP like Marketing Cloud, Pardot or Marketo via Salesforce, or from any Salesforce connected platform. This method supports any combination of standard or custom object(s) and related standard or custom fields.
  • User Crafted Sends to a List: A Salesforce User creates a mail list from a Campaign or Report, then steps through a 3 page wizard to submit, including options to customize/personalize and see a proof. This method is a good fit for periodic, ad-hoc sends where you want to review and massage your list before a bulk send, customize the template form fields/personalization per bulk send (ex: An invitation's event location and time) and review a live proof before submitting. This method supports any combination of standard or custom object(s) and related standard or custom fields.
  • User Crafted Sends 1 at a Time: At a Lead, Contact or Person Account a User clicks a SEND MAILER button and steps through a 2 page wizard, then lands back at the Lead/Contact/Person Account. The template can optionally provide form based personalization on the fly (ex: a custom message or text fields, picklist choices, etc.), and the User can see a live proof before submitting. This method could be a good fit, for example, to send a thank you card or gift after a call. However, it may be less clicks for end users and more scaleable to trigger based on logging a task or other factors (See Autopilot above). This method is limited to Leads, Contacts and Person Accounts and uses only standard Lead/Contact fields, plus the sender's "Signature" fields & images.

Given the above options, which send method to you envision for this use case?

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Creative & Personalization?

What is the envisioned "format" for this use case (ex: Letter, Greeting Card, Postcard, Greeting Card with Gift Card, Boxed Gift, etc)? See our TEMPLATE GUIDES here. What will the creative content be? What are the personalization requirements (dynamic sender? co-branding? dynamic messaging and/or images?) Does the creative already exist? See our FREE DESIGNS here for ready-made art and themes for common use cases.
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Post-Send Automations?

Every mail piece is natively tracked in Salesforce in our MAILER HISTORY object and updated by our sync process, including when it was requested/submitted, move forward status, mail date, delivery status, delivery date and return mail status. Thus it's easy to build automations directly in Salesforce, or to sync this data with any connected MAP (Marketing Cloud, Pardot, Marketo, etc) and to trigger next steps in the MAP. What automations, if any, are desired as the mail is tracked through the mail stream? Examples include adding a follow up task and/or sending an email on delivery, updating the source record (such as a Contact) when a move forward or return mail occurs, updating with USPS validated/corrected addresses, and so on.

Given these options, what post-send automations are required or add value for this use case?
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Launch Date, Duration & Volume?

When would you like to see this use case live? Is this use case perpetual or for a limited time? What is the expected send volume per week, month or year?

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