Use Case for Operational Emails that contain a Survey

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  • Updated 2 months ago
TL;DR: I believe I have a solid use case for an email with an inline survey question that is operational in nature.

Here's the full story:

We have an standardized (set SOW) onboarding service that we deliver through a component of the Customer Success team. We are not able to recognize revenue for these services we have delivered until the SOW has been signed, returned to us, AND the case is closed. This can (sometimes) create a lag in revenue recognition between service end date and case close date.

We have been partnering with Finance to try and close this gap. One thing we agreed on was that we do not technically need the SOW signed; we simply need customer acknowledgement that they received the services we sold them. In reality, we actually just need the attempt to get them to acknowledge that, but actual confirmation is best. 

Anyway, I am setting up a pilot of an email template to automate this confirmation. It would look something like this:



If the customer said "Yes", I would map their acknowledgement to a field on the onboarding case. Finance would then monitor this field and recognize the revenue when that field stated "Yes". If the customer did not reply, we would make 2 additional follow up attempts, and then recognize the revenue without the confirmation. All of this is more efficient than the manual attempts we do now and can be done in a shorter time window.

All this to say, I feel this is an operaiontal email that I would like to send out via a Journey Orchestrator Program. However, you cannot currently do Operational Emails that have Surveys. 
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Ben, Champion

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Posted 2 months ago

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Dan Ahrens, Official Rep

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Sounds worthy of an upvote to me! :)