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      Automating Your Campaigns with Trigger Points (Events)

      Learn to utilize pre-defined "Trigger Points" (events) in the customer relationship cycle to add and remove people from your campaigns.

      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. If you would like to learn about Segment Matches, click here.

      Before You Start

      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.
      ​
      ​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.

      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

      NOTE: There is one exception to this logic: If an Account did not exist in Fuse yesterday, and is imported for the first time today with active policies, then it will trigger the New Customer Event regardless of past policy dates.)

      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 (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 or reinstated policies) with an effective date no older than 60 days ago or will be active in the future

      NOTE: Fuse ignores the "New Bound Customer" trigger if the Customer Since date is older than 60 days in the past.'

      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

      Not available for Hawksoft V2 (API) integration at this time, but can be simulated using segmentation.

      • 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

      1. A Policy was Active (based on Fuse's status logic)

      2. The Policy is now no longer Active (based on Fuse's status logic)

         

      Note: In Fuse, a Policy will no longer be considered Active if (A) the Policy's Status in your management system changes to something that is considered Inactive (such as Canceled, Inactive, etc.) OR (B) if the Policy's expiration date is reached without being renewed. For some management systems, you may optionally configure Fuse to leave Canceled policies in Active status until they reach their expiration date.

      New Quoted Policy
      ​Not currently available for QQCatalyst, Xanatek, or EZLynx.

      A new policy is recognized by Policy ID and it meets these conditions:

      • The Policy Status is Quoted
      Each New Policy
      This Trigger Point detects every new policy.
      A new policy is detected by Policy ID (not Policy Number) and the policy meets these conditions:
      • Its Status is Active or New (NOT Renewed or Reinstated)
      • Its effective date is today or in the past (Note: for some management systems, the Inception Date or Date Created is treated as the original effective date).
      • Its expiration date is in the future.

        Each New Policy
        This Trigger Point detects every new policy.

        1. A new policy is detected by Policy ID (not Policy Number) and the policy meets these conditions:

          1. Its Status is Active or New (NOT Renewed or Reinstated)

          2. Its effective date is today or in the past (Note: for some management systems, the Inception Date or Date Created is treated as the original effective date).

          3. Its expiration date is in the future.

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

        1. There are no currently-Active Policies on the Account

        2. A New Policy is detected by Policy ID (not Policy Number) and the New Policy meets these conditions:

          1. Its Status is Active or New (NOT Renewed or Reinstated)

          2. Its effective date is today or in the past (Note: for some management systems, the Inception Date or Date Created is treated as the original effective date).

          3. Its expiration date is in the future.

        Additional Policy
        This Trigger Point detects any subsequent new active policies after the first one. Think of "Additional Policy" as a way to trigger a campaign only when an already existing customer adds new policies in the future (This Trigger Point will be skipped if Fuse detects a "New Customer" event at the same time).

        1. A customer already has at least one currently-Active policy

        2. A new policy is detected by Policy ID (not Policy Number) and the policy meets these conditions:

          1. Its Status is Active or New (NOT Renewed or Reinstated)

          2. Its effective date is today or in the past (Note: for some management systems, the Inception Date or Date Created is treated as the original effective date).

          3. Its expiration date is in the future.

        Renewed Policy
        ​Not currently available for Partner Platform, NASA Eclipse, & PowerBroker.

        1. A new policy instance is detected and:

          1. It has the same Policy Number as an existing policy, but a different Policy ID

          2. Its Status is Renewed

        Policy Premium Rate Change
        ​Not currently available for Partner Platform

        Triggers when a policy's premium rate changes at renewal time by a percentage amount that you specify. Click here to learn more about policy premium change Trigger Points.

        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 the 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 closed previously.