BPM for Opera II - Automated Lead Management

What does this Task do?

Every time an email message is received from a potentially new customer via a web form, a new account is created, the message file is automatically stored against that account in the database and an activity is set for the relevant sales person to contact them. For messages from existing customers, the message file is stored and an activity set.

What are the business benefits?

Automating this process provides the following benefits:

• Automatically captures potential customer enquiries.

• Provides full traceability of communications for compliance issues.

• No more internal or customer disputes about lost emails.

• Provides the Sales Team with access to all email correspondence for customers.

How was the Task created?

The automated Task was created by simply dragging and dropping the following Tools onto a Task Plan:

SMTP This Event Tool was used to create the first Step in the process that triggers the Task to run when an email is sent or received.

Text Parser This General Tool was used to create the second Step in the process that extracts the email address from the email.

Text Parser This General Tool was used again to create the third Step in the process that extracts the message text from the email.

Database Query (ODBC) This Input Tool was used to create the fourth Step in the process that queries the customer database for the contact associated with the email address.

Decision This General Tool was used to create the fifth Step in the process that directs the process depending on whether the contact email address is available in the customer database.

Run VB Script This Execute Tool was used to create the sixth Step in the process. If the result of the Decision Step is that the contact email address is not available in the customer database, a script is run to create a new account, including a link to open the message file, and a new activity is set.

Run VB Script This Execute Tool was used to create the seventh Step in the process. If the result of the Decision Step is that the contact email address is available in the customer database, a script is run that includes a link to open the message file in the account and sets a new activity

Save As File This Output Tool was used to create the last Step in the process that saves the message file in the customer database against the appropriate account.