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Automated Communication

In this month’s edition, we’ll review automated communication between lessors, lenders, borrowers, and other partners. As you may already be aware, there are a variety of options for automatically communicating with borrowers and partners.  A few of the more common reasons to send notifications are: letting a broker know an app has been received and is being processed, approvals or declines, documents out, documents in, and at funding.

Email Notifications

While email is still one of the more popular ways to communicate, Salesforce and Tamarack provide a number of different options for communicating with borrowers and partners directly.

There are native Salesforce capabilities to send emails automatically on stage change. Here is a great example of how this can be done via Process Builder. Workflow can also be utilized to accomplish the same thing. When using email communication, please keep in mind:

•If you use Process Builder and the email is not found, the process will fail and this could affect your ability to save the record. E.g., if the email is configured to be sent to the broker when the deal is approved, but the broker email is not found, you will not be able to save the record.

•When using automation to send the record, the actual email is not attached to the Account or Opportunity. This may be a problem when you want to review the correspondences that have gone out automatically.

Tamarack has developed an App that will allow you to easily configure the notification based on business rules, define recipients, and view these on the opportunity. Here are a few screenshots.

Text Messaging

Are you trying to reach a millennial via email or a phone call? If so, you might want to consider using text messages. In fact, this is becoming a preferred way to receive status notifications across most demographics. The following are a few services we’ve already utilized for clients:

•Twilio is one of the more popular text messaging services that can be used to create notification messages. They offer a free integration to their service. However, they provide the source code as an unmanaged package.  This requires Salesforce Enterprise and may require technical assistance from experts like Tamarack (shameless plug).

•ClickSend is another provider of text messages. They offer an AppExchange app which has somewhat limited functionality.

Another provider is SMS Magic. They have an App and we have had positive experiences with them. However, this can be an expensive option.