iService batch Utility Simplifies Integration

Posted on 11/7/2011 by Landlord Administrator in iService Batch Utility Integration ERP System Import Best Practices

Most organizations have a wealth of information in various databases, such as billing or fulfillment systems. But those systems usually lack the ability to leverage that information for customer interaction purposes ... like executing targeted email marketing campaigns or sending past due collection notices via email. The iService batch utility makes it easy to integrate iService with your other operational support systems and leverage all of that information using the power and flexibility of the iService email management platform.

The batch utility can be used to perform the following actions based on an input file.
  • Create new contacts
  • Set, update, or remove properties for contacts (e.g., name, email, address, phone, etc.)
  • Send agent emails to contacts and set interaction properties within the email
  • Send secure messages that are viewed on an encrypted website
  • Create notes within contact history
  • Create tickets and queue them for agent handling
  • and any other action that can be executed from an iService form
One of the more powerful aspects of the batch utility is its ability to be run at the DOS command line without the graphical user interface. In this mode, you can automate the processing of files using the Windows task scheduler or any other utility that can run a .bat batch file.

Here is a real-world example you might want to consider yourself.

Automating Product Returns with Barcode Emails

A national provider of digital TV and Internet services had a problem that is common for companies that provide on-premise equipment to consumers: retrieving their equipment at the end of the contract. At the end of their contract, customers are required to take their equipment to a UPS store and return it to avoid a charge. Reminding customers to take care of this tedious task requires lots of effort, and its difficult for most customers to find the appropriate serial numbers on their equipment.

iService and the batch utility allowed them to automate and streamline this process using a barcode image application. Each day they generated a CSV file from their operational support system that included details about customers with equipment that needed to be returned. The iService batch utility processed this file and generated nicely formatted messages to each customer that included a barcode image containing customer account and product serial number information.

iService recorded every interaction in the customer's history, and customer replies could be easily managed using the iService e-mail response management features. The result was an efficient process for the provider, and a convenient way for the consumer to get their equipment return.