fComms system: 01

Audi Fleet fComms is here

fComms is an important email-based messaging system that enables you to send regular, relevant and personalised emails to your customers, keeping them up to date with Audi Fleet information.

Quick and easy to use, Audi Fleet fComms enables you to:

• Easily circulate the most up to date information to your customers

• Send customised, personalised communications to as manyrecipients as you wish (from one to many users, in bulk)

• Pre-designed templates ensure the Audi brand is portrayedconsistently and correctly

• Include additional sources of information with attachment filesand links to other websites

• Reporting on all previously created fComms campaigns – openrates and the ability to easily follow up with phone calls tocustomers who have engaged with the communication

• Personalised microsite pages enable customers to view all theirfComms and attachments sent by your Centre

Sending an fComms is a simple four step process:

The web address for Audi Fleet fComms is:

http://fcomms.audi.co.uk

Username: This will generally be your email address

Password: Supplied once your account has been set up

If you have forgotten your password, use the ‘Click here to reset your password’ link on the login page. This will then email your password to your registered email address.

If you don’t already have an fComms account, please email lbdm@audi.co.uk

• Ensure you provide your key contact information, includingemail address, job title, Centre name and phone numbers. If yourepresent several Centres within the same group, then it is possiblefor your account to be configured to allow you to send eCommsfrom each different Centre. Please ensure you includethis information in the email.

➡ ➡ ➡Create

the content

Choose relevant

attachments

Select who to send

it to

Approve and send

Getting started

Once you’ve logged into fComms you’ll be able to:

• Setup your fComms – either create a new communication,or progress one that has already been created but not yetcompleted or sent

• View your reports – see the success of previously sentfComms and follow-up with customers

• Manage your customer lists – add new customers orassign current customers to tailored customer lists

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Creating an fComms

Create new fComms’To begin creating a new communication you’ll need to enter a title. This is not visible to any customers – it is just for your reference.

Continue an unsent fCommsYou can manage a previously created fComms that hasn’t been completed or sent. Choose to continue with the communication or delete if it is no longer required.

Re-use a sent fCommsAllows you to use a previously sent fComms, adapt it if required and send to your chosen customers.

1: Create new fComms - email content

You are in control of the content of your communication.All the fields shown on this page are editable – just click the edit button on the right hand side when the mouse is held over that particular area.

Editable areas:• Subject line• Banner image• Main content of the communication• Sign off signature

Not sure what to communicate?

We would suggest you keep your customers informed of:• Product and vehicle spec changes• Pricing and product offers• Changes in legislation• Industry developments

When you’re happy with your emails content, click ‘Continue’.

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2: Create new fComms - attachments

You can upload an attachment from your computer or select Audi UK materials from the categories on the left hand side.

All attachments are stored on the fComms server. This reduces the size of emails and ensures you don’t send anything that is likely to be undelivered due to the file size.

When you have finished adding attachment files, click ‘Continue’.

3: Create new fComms - who’s it going to?

The customer area is split into four main sections:

• My customers – you can see all of the customers you have added to the fComms system

• My colleagues/Audi UK – allows you to copy in colleagues and the team at Audi

• My email groups – these are lists you can create to segment your customers

• Previous fComms – this allows you to see customers from a previously sent fComms. This option is helpful if you want to send a follow up fComms.

You can view everyone you’ve selected so far by clicking on ‘view current recipients’.

When you have chosen all the customers you want to send the fComms to, click ‘Continue’.

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4: Create new fComms - approve and send

At this stage you have the option to review and change the following:

• Email subject line

• Salutation

• Recipients

We recommend that you send a test of your fComms to yourself before sending it to your customers. Simply enter an email address in the middle area and click ‘Send test’. You can enter multiple email addresses using a comma to separate them.

When you are ready to send your fComms, you will need to tick the approval box to indicate that you have thoroughly checked it, then either click ‘Send Now’ or ‘Send Later’.

If you intend to send it later, choose a date and time, then click ‘Send Later’. You’ll find this feature helpful when information has an embargo date, or if you just want to be organised and set up your fComms ahead of time.

Managing your lists

There are three parts to managing customer data:

• Viewing and editing your customers• Managing customer favourite lists• Uploading a customer to fComms from your computer

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Within fComms you can manage and edit your customer details.To edit a record, click the pencil edit icon. You’ll then be able to:

• Edit their contact details

• Transfer the ownership of this customer to a colleague in your Centre

• You can tick or un-tick the ‘Opted-out’ tick box

• See which favourite lists you have this customer assigned to

fComms has a sophisticated opt-out policy, allowing customers to request to opt-out from future communications from a link within the fComms they receive. This system will then automatically opt-out the customer from further communications.

Within this area you can also:• Delete customers

• Export customers from fComms

Your fComms customers

Customer favourite lists

Customer favourite lists are a great way of segmenting your audience into easily identifiable lists. You can create a new list or simply edit the customers assigned to your existing lists.

Customer lists can contain customers and colleagues/Audi UK staff.

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Upload customers

Uploading customers to fComms is straight forward. Download the template spreadsheet (.xls file) and fill this in with your customers details. You must not alter the column names in the template file since fComms uses them to determine how to add content to the system.

Save the template to your computer and then use the ‘browse’ button to find and upload the spreadsheet. This could take several minutes if you’re uploading a large number of customers. There is also a limit of 1,000 records each time you wish to upload data.

Once you upload the spreadsheet of customer data, fComms will try and validate it for you to reduce duplication errors and general mistakes.

If you have any fComms upload issues, please email lbdm@audi.co.uk for support.

View your reports

The reporting area of fComms will show you all fComms sent from your Centre, including those sent by your colleagues. You will be able to see if the fComms has been sent yet, and what it looked like. You will also be able to see which recipients were sent an fComms.

Open rate is an indication of the percentage of recipients that have engaged with your fComms. It is based on an industry-standard model and is not a definitive value, but is a measure of the number of recipients where their email software has loaded images and graphics within the fComms.

By clicking on the ‘recipients’ of a particular fComms, you’ll be able to view who opened the fComms. You can then use this information to inform future fComms or follow up with a telephone call.