There are two different ways to automatically add people to (or remove people from) your marketing campaigns:

  1.  Trigger Points - These are specific, pre-defined events that Fuse can detect in your customer's life-cycle. 
  2. Segment Matches - After creating unique Account Segments based on your own desired criteria, customers can be added to campaigns when they match a chosen segment.

In this article you will learn about using Trigger Points for campaign automation.

To learn about using custom segment matches, click here.
 

Before you start

One Quick note: During your first integration sync we won't detect any events. This allows Fuse to obtain all of your existing data first, and ensure it has a complete customer history before it begins to detect events based on changes that occur in the account going forward.
 

Using Trigger Points to Automate Campaigns

Trigger Points are a set of predefined events in a customer's life cycle that help you to easily trigger your campaigns. These Trigger Points can be applied with optional filters to limit who gets added to your campaign.

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PRO TIP: Never overwrite old policies with new policies in your management system! Some key aspects of Fuse's Trigger Point logic rely on comparing the data we get in one sync vs. the data we got on the previous sync.  Therefore, if you overwrite an old policy with a new policy, some data regarding the previous iteration of the policy will be lost in your customer record.  This may confuse the system's perception of a Customer's history and result in unexpected events being triggered.
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ACCOUNT EVENTS

New Customer

  • Previously had no policies within the last 60 days (If your Policy Status mapping behavior for Cancellations is set to "effective until expiration date")
    - OR -
  • Previously had no policies within the last year (If Policy Status mapping behavior for Cancellations is set to "immediately canceled")
    - AND -
  • Has a policy that is now active (not including renewed, reinstated, or future active policies) with an effective date no older than 60 days ago

New Bound Customer
The key difference between New Customer and New Bound Customer is that a New Customer Trigger Point doesn't fire until at least one policy is effective, while the New Bound Customer Trigger Point fires as soon as at least one policy is bound.  A New Bound Customer:

  • Previously had no policies within the last 60 days
  • Has a policy that is now active (not including renewed or reinstated policies) with an effective date no older than 60 days ago or active in the future

Lost Customer
Because sometimes data from your Agency Management System is delayed we advise when using the Lost Customer event to wait at least 3 weeks in case the latent renewed policies are added back in that time frame.  A Lost Customer:

  • Previously had an active policy
  • Now has no active policies

New Prospect

  • Previously we did not have this Account in our system
  • Now we have an Account with Customer Type of Prospect

Reinstated Customer

  • Previously had a policy within the previous 60 days
  • And the last data had no active policies
  • Now we have an Active Policy that's currently effective or effective in the future

POLICY EVENTS

Lost Policy

  • Previously the policy was active
  • Now the policy has expired or the status is no longer Active

New Quoted Policy
Not available for QQCatalyst & Xanatek users.

  • A new policy is recognized by Policy ID
  • And the new policy status is Quoted

First New Policy
This Trigger Point detects only the first new active policy.

  • There are no pre-existing, currently Active Policies on the Account
  • A new policy is detected by Policy ID (not Policy Number.)
  • And this policy is Active and has an effective date equal to today or the past
  • And this is not a renewed or reinstated policy

Additional Policy
This Trigger Point detects any subsequent new active policies after the first one.

NOTE: This Trigger Point will be skipped if Fuse detects a "New Customer" event at the same time (see New Customer event description above). Think of "Additional Policy" as a way to trigger a campaign only when an already existing customer adds new policies in the future.

  • Customer has at least one pre-existing, currently Active policy
  • A new policy is detected by Policy ID (not Policy Number)
  • And this policy is Active and has an effective date equal to today or the past
  • And this is not a renewed policy

Each New Policy
This Trigger Point detects every new policy.

  • A new policy is detected by Policy ID (not Policy Number.)
  • And this policy is Active and has an effective date equal to today or the past
  • And this is not a renewed or reinstated policy

Renewed Policy
 Not available for PowerBroker & NASA Eclipse users.

  • An additional policy entity is detected by a new Policy ID but the same Policy Number
  • This additional policy is a status of Renewed

Policy Premium Change
This feature is in Beta. We encourage you to use it and let us know how it goes!
Learn more about the Policy Premium Change Trigger Point here.
 

CLAIM EVENTS

(Epic, TAM, & QQ Catalyst do not provide claim data at this time.)
(AMS360 Claim data is automatically downloaded to Fuse once per week)

New Claim

  • The number of claims has increased
  • The new claim has a loss date within the last 30 days
  • If the system doesn't track loss date, then the new claim has a reported date within the last 30 days

Closed Claim

  • The number of closed claims has increased or...
  • The newly closed claim was not not closed previously.

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Now that you're up to speed on using Trigger Points to automate your campaigns, click here to learn about using custom segment matches.

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