What is Communications Preview?
Communications Preview (aka CommLink) is a web-based application that allows front-line
employees to see a copy of any specific email or letter sent to an individual
customer/member via the Marquis platform.
Why use it?
Communications Preview helps employees to be more informed regarding what has been communicated
to customers/members. This tool eliminates the front-line dilemma of hearing from a
customer/member, “I received this email last week and I have a question about it.” It does
not create a positive interaction when the employee’s response is, “What email?”
In addition to being able to see what a customer/member has received, an employee can
proactively look to see if any offers have been sent which they can discuss.
With Marquis’ TriggerPro and Digital Communications on Demand platform, communication happens
daily in response to events, activity and behavior. Communications Preview keeps the front-line and call
center employees informed of these communications, including the Digital Communications Product
Suite, on a real-time basis.
Who uses it?
Communications Preview is designed for anyone who wants to equip their front line with the ability to see
every email or letter sent to their customers/members. Communications Preview helps employees be
better prepared to answer customer/member questions. No employee ever wants to
appear unknowledgeable. This tool is especially valuable when there is a large branch
network across multiple communities.
How does it work?
The front-line employee simply opens the Communications Preview application and types in the
customer/member’s email address or Communications Preview code (formerly Email Key). To search for
Direct Mail, they can type in the recipient’s name or address. They will see the list of what
communications were sent and can click on the specific email or letter. The letter will be a
generic version of what was sent, but the email will be the actual version the
customer/member received with merge fields included.
How often is it updated?
Communications Preview operates in real-time. If an email was sent, it will be visible. Letters will be
available the day after they were mailed.
What else can the front line do with Communications Preview?
In addition to knowing what the customer/member received, front-line staff can do three
things:
1. Resend another copy if the customer/member deleted it or cannot find it.
2. Confirm that the email did came from the institution. This helps alleviate phishing
concerns.
3. Help the customer/member opt out of future email communication, if desired.
If I “opt out” a customer/member, is it all or nothing?
No, based on the categories that the institution already defined, a front-line employee can
help a customer/member manage their subscriber preferences. For example, the
customer/member can opt out of loan promotions but still receive community updates and
newsletters.
What software is required?
No new software is needed. Simply set up users with a login ID/Password that allows them
to access Communications Preview.
Is there setup involved?
Marquis enables Communications Preview and grants access to the institution. User login ID's will need to be created.
Is training needed?
The advantage of Communications Preview is that it is easy to use. If however, you have any specific questions related to the tool, our Learning & Development team is available an assist. Simply submit a help ticket.
How many users can are allowed?
Each institution can have an unlimited number of users.
What if my decision trees are set up in ExecuTrax’s TriggerPro instead of Digital Communication OnDemand (DOD), can I still see the triggered emails?
Yes, the emails are transmitted though the Digital Communication Platform so you have complete
visibility as well as a generic version of any letters sent by Marquis.