Marketing Manager is free and enabled by default for all sites upgrading from EXACT v11.9 onwards. No Marketing Manager module registration is required.
The Marketing Automation and Campaign Design is optional but it requires the following:
At least EXACT version 12 or later.
Fully customisable Email templates require v12.7 or later.
Marketing Automation registration.
The practice must have a name / address in the Practice Information screen (Configure > Practice Information).
Internet access (although displayed within an EXACT screen, the setup for automated campaigns is via an Internet connection to a website).
Campaign Design comes with default campaign templates but advanced campaign templates are for purchase.
Advanced setup may require Software of Excellence assistance.
Permissions: All users who have access to Contact Lists will also be able to access Marketing Manager via Administration > Marketing Manager.
Users must specify services to be monitored for campaign purposes for both appointment booking and invoice data:
Appointment booking services:
The user must have a service assigned to the campaign that is used to book campaign appointments.
The appointment booking service must have a length and be ticked as a quick service (i.e. it appears in the edit appointment window service dropdown list for quick use by Receptionists)
Base line services:
Marketing Manager will automatically track the campaign services you select for 2 months prior to the campaign start date to show a base line prior to the campaign start.
Services that you want to track during this base line period must be included in the campaign services. Note that they will also be tracked during the campaign period.
Limitations:
For reporting purposes it is necessary that each campaign is mapped to a uniquely-named Contact List, so Contact Lists cannot be re-used across campaigns - you will need to either create unique Contact Lists or duplicate them with different names for use in multiple campaigns.
Marketing Manager reports for the campaign as a whole, across all media types - the reporting does not differentiate by media type, so you cannot compare media types to establish which is most effective for the campaign.
When multiple registered patients phone in on a single phone number (for example, family members using a single phone), the software records the calls simply as Contacts rather than as calls from those specific patients.
The optional Channel Track applies only to inbound calls (calls to the practice).
Without the Channel Track, Marketing Manager reports for the campaign as a whole, across all media types - the reporting does not differentiate by media type, so you cannot compare media types to establish which is most effective for the campaign.
Important Notes:
IMPORTANT FOR PCI COMPLIANCE: To meet PCI compliance, if you are taking sensitive data such as bank details or confidential information over the telephone, always press 00 to mute the call recording, and when that part of the conversation is complete, press any key to restart recording. This will not cause any disruption to the call itself. By taking the card details or confidential information out of the call recording, you take the call recordings out of scope for PCI compliance.
Contact Lists are created and listed independently of Marketing Manager, so practitioners need to know not to delete those Contact Lists that are used by Marketing Manager.
The listed Media Types in Marketing Manager are not necessarily all available in your practice, so be sure to choose carefully when setting up a campaign. For example, don't select Email as a media type if your practice does not use Email.
When you add Services to new campaigns, EXACT automatically enables those services in the Quick Service List dropdown menu in the Edit Appointment screen. This is so that a Receptionist taking a campaign inbound call can quickly select the relevant service from the dropdown when creating an appointment. However, EXACT does not later automatically remove the services from this quick list. To prevent the quick service list from becoming very long (and not so quick), remove those services that are no longer required in the list. See Removing services from Appointment Book Quick Service
The copy to clipboard is not designed to move appointments and will cause false campaign data: If you use the copy to clipboard button to rebook an appointment, and than cancel the previous booking, EXACT will record both of those appointments as being booked for the campaign. Workaround: Cancel the appointment first and move it to a new time.
If using Channel Track, the calls will be picked up from daily, so the campaign dashboard call data may be up to 24hrs old. The remaining data on the dashboard will be as at the time the dashboard was launched.
EXACT will run campaign statistics for the campaign period. Users must therefore be careful to set a meaningful campaign end date. This should be the date they want to report up to, not the date they stop sending campaign related information.
Existing campaign related services need to be added to the campaign for EXACT to calculate baseline data. Ideally sites will want to know what their "normal" values for these services are, prior to the campaign start so that they can see the true effect of the campaign. These existing services must be added to the campaign for EXACT to calculate the baseline.