Out-of-the-box Workflows
Default workflows are designed to introduce you to the basic use cases, help you to grasp the workflow creation process, and can be used to manage basic areas of customer relationships. Enjoy increased sales, decreased retention costs, and stronger loyalty of your customers while at the same time-saving precious resources!
You receive the default workflows with your new CareCloud installation, or you can access them in the CareCloud DEMO. The examples cover the topics of the whole customer journey from onboarding to warm-up of cold customers.
Below is the full list of default workflows divided into relevant areas.
Onboarding
Make sure you get the most from newly registered customers and from first-time shoppers. This category of workflows ensures that you have enough customer data and that most new customers make their first purchase.
Onboarding 01: Data Collection with a Voucher Incentive
Key metric: Customer accounts with all optional data
Average result: 2.2x more
Workflow detail: Registration should be brief and simple, but you want as much data about new customers as possible. Use this workflow to collect all the missing data about a customer after their registration. This workflow incentivizes hesitant customers with a voucher to share their data. You can significantly influence the result by the attractiveness of the customer benefit.
Explore the preview and more details here.
Onboarding 02: Drip Campaign
Key metric: Drop in the number of accounts without a purchase
Average result: 21%
Workflow detail: Don’t try to extract money from new customers right after their registration. Use this campaign to properly introduce your brand, product use cases, and benefits. This alone is often enough to convince customers about your product. For the really stubborn customers, there is a voucher incentive at the end of the workflow to help them decide about the next purchase.
Explore the preview and more details here.
Onboarding 03: First Purchase Incentive
Key metric: Generated revenue
Average result: €850 per 1,000 account not shopping within the “Welcome Offer” workflow
Workflow detail: Sometimes, customers are not ready to make a purchase right after registration. Are new customers not making the purchase even with “Welcome offer” or “Drip Campaign” workflows enabled? This workflow is here to help. This workflow gives them some space and, after some time, communicates and incentivizes customers to make the purchase.
Explore the preview and more details here.
Onboarding 04: Welcome Offer
Key metric: Generated revenue
Average result: €3,950 per 1,000 registrations
Workflow detail: Welcome new customers with a special offer that will help them to make their first purchase. Incentivize them with a voucher or discount if they are hesitant to make the first purchase.
Explore the preview and more details here.
Onboarding 05: Data Collection with Points Reward
Key metric: Accounts with all optional data
Average result: 2.6x more
Workflow detail: Registration should be brief and simple, but you want as much data about new customers as possible. Use this workflow to collect all the missing data about a customer after their registration. This workflow incentivizes hesitant customers with bonus points to share their data.
Explore the preview and more details here.
Purchase Follow Up
Customer making a purchase is a great opportunity to strengthen customer relationships. This set of workflows manages communication after a purchase, rewards exceptional purchases, and boosts loyalty.
Purchase Follow Up 01: Purchase Feedback
Key metric: Monthly feedback received
Average result: 740 feedbacks per 3,500 sales
Workflow detail: Show your customers that their feedback is valued, but also demonstrate your understanding of products. Inform shoppers about great accessories and complementary products to help customers get the most from your products while increasing sales at the same time.
Explore the preview and more details here.
Purchase Follow Up 02: Regular Purchase - 30 Days
Key metric: Purchase of the next package
Average result: 66% purchase the next package
Workflow detail: Products that must be purchased regularly are a great opportunity to strengthen customer loyalty and secure that these regular purchases are made from your brand. This workflow is timed to incentivize the regular purchase of products with a 30-day package.
Explore the preview and more details here.
Purchase Follow Up 03: Thanks for a Purchase
Key metric: Reading thank you message
Average result: 815 opens per 1,000 purchases
Workflow detail: Reward exceptional purchases with a special thank-you message. Customers will know that you treasure their exceptional purchases, and the positive reinforcement incentivizes them to increase the average amount spent.
Explore the preview and more details here.
Purchase Follow Up 04: Voucher Reward for a Large Purchase
Key metric: Increase in shopping frequency
Average result: 1.5x more customers shop within 1 month from the last purchase
Workflow detail: Reward exceptional purchases with a voucher. Customers will know that you treasure their exceptional purchases and are incentivized to increase the average amount spent. The voucher is assigned to the account and communicated with a delay to replenish customer's willingness to shop again.
Explore the preview and more details here.
Purchase Follow Up 05: Points Reward for a Large Purchase
Key metric: Increase in shopping frequency
Average result: 1.2x more customers shops within 1 month from the last purchase
Workflow detail: Reward exceptional purchases with extra loyalty points. Customers will know that you treasure their exceptional purchases and are incentivized to increase the average amount spent.
Points are added to the account and communicated immediately to provide the customer with a good feeling from the purchase, getting them much closer to rewards.
Explore the preview and more details here.
eCommerce
This category of workflows automates customer interactions exclusive to an online store (eCommerce platform). Respond to abandoned carts, viewed product categories, and other interactions at your online store.
eCommerce 01: Abandoned Cart - Smart Eshop
Key metric: Percentage of rescued shopping carts
Average result: 15%
Workflow detail: Products added to the shopping cart signal strong purchase intent but do not always customers go through with the purchase. This workflow targets those customers to turn abandoned carts into revenue based on information from the eshop that a cart was abandoned.
Explore the preview and more details here.
eCommerce 02: Abandoned Cart - Simple Integration
Key metric: Percentage of rescued shopping carts
Average result: 11%
Workflow detail: Products added to the shopping cart signal strong purchase intent but do not always customers go through with the purchase. This workflow targets those customers to turn abandoned carts into revenue.
Explore the preview and more details here.
Loyalty
Are you running a loyalty scheme that uses statuses, membership levels, or points? These workflows help with help you automate and fully communicate the loyalty scheme and available benefits to the customers, making sure the customers are engaged.
Loyalty 01: Membership Level Change
Key metric: Loyalty engagement
Average result: 23% more members use their benefits
Workflow detail: Loyalty levels are efficient only if customers know their available benefits and are incentivized to reach higher levels. This workflow informs about current benefits and provides an overview of new benefits available at a higher level.
Explore the preview and more details here.
Loyalty 02: Points Expiration
Key metric: Preventing point expiration
Average result: 47% lower expiration
Workflow detail: There is nothing worse than losing hard-earned points. Make your customer know that you don’t want them to lose their points and help them redeem those nearly-expired points with this workflow. This workflow communicates with the “High Loyalty Points Balance” workflow to limit the number of communications about points to a reasonable level.
Explore the preview and more details here.
Loyalty 03: High Loyalty Points Balance
Key metric: Reducing excessive points accumulation
Average result: 64% higher points usage in the top 10%
Workflow detail: When a customer accumulates a high volume of points but does not redeem them, something is wrong. This workflow targets such customers and incentivizes them to get their rewards. This workflow communicates with the “Points Expiration” workflow to limit the number of communications about points to a reasonable level.
Explore the preview and more details here.
Retention
Acquiring a new customer is demanding, so make sure you keep customers loyal as long as possible. This set of workflows helps with customer retention and long-lasting building relationships.
Retention 01: Anniversary Reward
Key metric: Anniversary shoppers
Average result: 24% of customers use their anniversary reward
Workflow detail: Want your customers to be loyal over a long period? This workflow sends an anniversary reward with an incentive to make a purchase before the reward expires.
Explore the preview and more details here.
Retention 02: Happy Name Day
Key metric: Name day shoppers
Average result: 16% of customers use their name-day reward
Workflow detail: Are you operating in a country that celebrates name days? Don't restrict your communication to birthdays, but also send a thoughtful message to customers on their name day.
Explore the preview and more details here.
Retention 03: Cold Customers Warm-up
Key metric: Increase of a lifetime value
Average result: €320
Workflow detail: Customers going cold might just need a little incentive to start shopping again. Use this workflow to re-engage them and welcome them back to the active customer base. Every couple of months, customers are targeted with the current offer and are provided an incentive in the form of a voucher or discount.
Explore the preview and more details here.
Retention 04: Happy Birthday
Key metric: Birthday shoppers
Average result: 37% of customers use their birthday reward
Workflow detail: Make sure customers know that you care about them. Reach out to them on their birthday with a thoughtful message and complement it with a birthday gift.
Explore the preview and more details here.
Click & Collect
This category manages CareCloud's Click & Collect feature allowing customers to reserve a product in a brick & mortar store and pick it up at the earliest convenience. Workflows facilitate the communication of the whole Click & Collect process to customers and staff of the relevant business unit.
Click & Collect 01: Customer Notifications
Make sure the customer knows where his order is at this moment. Every time a Click & Collect reservation status is changed (New, In solution, Ready, Canceled, etc.), the workflow is triggered. This workflow handles all communications toward a customer. The communication is based on the status and customizes the channel to customer preference.
Click & Collect 02: New Comment
Allow pharmacists to comment on specific Click & Collect orders and to deliver their comments to the customer via the most appropriate channel (Email, SMS, PUSH).
Click & Collect 03: Business Unit Notification
Make sure that the business unit's staff knows about important changes to the Click & Collect orders (New, Cancelled). This workflow notifies the staff via email.
Click & Collect 04: Reminder for Business Unit
Don't let even a single Click & Collect order slip through the business unit's attention. An email reminder is sent if the staff does not start processing the order within 4 hours from creation.
Click & Collect 05: Tag Assignment
Work even smarter with the Click & Collect orders. This workflow automatically adds a color tag with a tag description to the order based on its parameters (requires a recipe, first customer reservation, etc.). Therefore, your staff can handle each order with special care.
Tip:
If you wish to experiment with the example workflows but want to preserve the original default workflow, duplicate the example workflow using the duplicate icon and experiment with the copy.
