Scope of Work: CRM-Triggered Push Notifications

1. Discovery & Audit

• Review client’s CRM system and current communication channels.
• Identify customer touchpoints suitable for push notifications.
• Audit existing push notification tools and integrations.
• Define goals: engagement, retention, conversion, reactivation, or transactional notifications.

2. Strategy & Planning

• Segment customers based on behavior, lifecycle stage, preferences, or purchase history.
• Define types of push notifications:
  • Transactional (order confirmation, shipping updates)
  • Behavioral (abandoned cart, product viewed)
  • Promotional (offers, discounts, campaigns)
  • Retention (renewal reminders, engagement nudges)
• Determine timing and frequency to maximize engagement while avoiding fatigue.
• Ensure compliance with GDPR, POPIA, CAN-SPAM, and push notification regulations.

3. Workflow Design

• Map CRM events to push triggers (new lead, purchase, subscription milestone, inactivity).
• Define conditional logic for targeting specific customer segments.
• Personalize notifications with dynamic content (name, product, pricing, location).
• Include CTAs to drive conversions or desired actions.

4. Implementation

• Integrate push notification platform with CRM (HubSpot, Salesforce, Zoho, or custom CRM).
• Configure automation workflows for triggered notifications.
• Design and build branded notification templates for web and mobile.
• Set up testing environments for previewing notifications across devices.

5. Optimization

• A/B test notification content, timing, and CTA placement.
• Monitor engagement metrics (click-through rates, conversion rates, opt-out rates).
• Refine segmentation rules and personalization strategies.
• Align push notifications with other marketing and communication channels.

6. Testing & QA

• Test notification triggers across all defined scenarios.
• Verify dynamic content renders correctly for each user segment.
• Validate delivery on multiple devices and browsers.
• Ensure tracking and analytics capture engagement accurately.

7. Reporting & Analytics

• Track performance metrics:
  • Delivery rate
  • Open/click-through rate
  • Conversions generated
  • Revenue influenced
• Provide dashboards for monitoring ongoing campaigns and engagement trends.
• Recommend actionable insights to improve engagement and ROI.

8. Ongoing Monitoring & Support

• Continuous monitoring of push notification performance.
• Update workflows and templates based on new campaigns, products, or customer behavior.
• Ensure compliance with evolving regulations and platform policies.
• Provide training and support for marketing and CRM teams.

Value Delivered

• Real-time, personalized engagement with customers.
• Increased conversions, retention, and customer satisfaction.
• Automated and scalable communication aligned with customer journey.
• Improved ROI from targeted and timely push notifications.
• Unified CRM-driven messaging across multiple touchpoints.