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Promotional Campaign

Promotional campaigns help businesses inform customers about offers, discounts, and new products.
Depending on the requirement, campaigns can be handled by agents, executed using automated prompts (IVR/bot), or delivered through digital channels such as SMS, WhatsApp, and Email.

1. Agent-Handled Promotional Campaign​

Sam is a Sales Manager at a retail company. With the festive season approaching, he wants to promote a special discount on everyday essentials like rice and milk.

Instead of sending a generic message to customers, Sam decides to create a more personal and engaging experience. He logs into the system and creates a Promotional Campaign.

He selects a target audience from the CRM — specifically, customers who have recently purchased similar products. Then, he assigns the campaign to his sales team (agent group).

When the campaign starts, agents begin receiving calls through the system. Each agent speaks directly with customers, explains the offer in detail, and answers any questions.

Some customers show interest immediately. Others request a callback, while a few decline. Agents update each interaction in the system, providing real-time visibility into campaign progress.

As the campaign continues, agents also identify opportunities to recommend additional products, increasing the overall value of each interaction.

At the end of the campaign, Sam reviews the results and notices that customers who interacted with agents were more likely to make a purchase.

Key Actions Performed​

  • Create a Promotional Campaign
  • Select audience from CRM module
  • Assign campaign to an agent group
  • Start campaign within a defined schedule
  • Agents handle calls and update results
  • Monitor campaign performance via reports

Benefits​

  • Personalized Communication

    • Agents can adjust the message based on customer needs

  • Higher Conversion Rates

    • Direct interaction builds trust and increases sales

  • Upselling Opportunities

    • Agents can promote additional or related products

  • Real-Time Feedback

    • Capture customer responses, objections, and interest levels

  • Improved Customer Experience

    • Customers can ask questions and get instant answers

Business Impact​

  • Increased revenue during promotional periods
  • Stronger customer relationships
  • Better understanding of customer behavior
  • Data-driven decision making for future campaigns

2. Prompt-Handled Promotional Campaign (Automated / IVR)​

Kasun is a Marketing Manager at a service company. He needs to inform a large number of customers about a limited-time promotional offer.

Since the campaign must reach thousands of users quickly, Kasun decides to use an automated approach instead of assigning agents.

He creates a Promotional Campaign in the system and uploads a list of customer contacts using a CSV file. Then, he configures a pre-recorded voice message that clearly explains the offer.

Once everything is set, Kasun launches the campaign.

The system automatically starts calling customers and plays the recorded message. Each customer receives the same consistent communication. In some cases, customers can interact with the system by pressing a number (for example, “Press 1 to learn more”).

The system also handles retries for unanswered calls, ensuring maximum reach.

Within a short time, the campaign is completed, reaching thousands of customers without any manual effort.

Key Actions Performed​

  • Create a Promotional Campaign
  • Upload audience via CSV or select from CRM
  • Configure voice prompt or IVR message
  • Set scheduling and retry options
  • Launch campaign for automated execution
  • Track delivery and response metrics

Benefits​

  • Mass Reach

    • Communicate with thousands of customers in a short time

  • Cost Efficiency

    • No need for agent involvement

  • Consistent Messaging

    • Every customer hears the same message

  • Time-Saving

    • Fully automated execution reduces manual workload

  • Ideal for Time-Sensitive Offers

    • Quickly deliver urgent promotions

Business Impact​

  • Faster campaign execution
  • Increased customer awareness
  • Reduced operational costs
  • Efficient communication at scale

3. Multi-Channel Promotional Campaign (SMS, WhatsApp, Email)​

Modern businesses often use multiple digital channels to maximize the reach and effectiveness of promotional campaigns.

An organization wants to promote a new product launch. Instead of relying on a single communication method, they decide to use SMS, WhatsApp, and Email campaigns together.

They create a promotional campaign and select their audience from the CRM. Then, they configure SMS messages for quick communication, WhatsApp messages with rich templates, and Emails with detailed promotional content.

Each channel is scheduled and sent based on the campaign plan.

Key Actions Performed​

  • Create a Promotional Campaign
  • Select audience from CRM or CSV
  • Choose communication channels (SMS, WhatsApp, Email)
  • Configure message templates for each channel
  • Schedule or launch the campaign
  • Track delivery, open rates, and responses

Benefits​

  • Multi-Channel Reach

    • Engage customers across different platforms

  • Higher Engagement Rates

    • Customers are more likely to respond on their preferred channel

  • Rich Communication

    • WhatsApp and Email support images, links, and formatted content

  • Quick Notifications

    • SMS ensures fast delivery with high open rates

  • Better Campaign Coverage

    • Reduces the chance of missing customers

Business Impact​

  • Increased customer engagement
  • Improved campaign effectiveness
  • Higher conversion rates across channels
  • Stronger brand communication
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