Using Customer Groups

Using Customer Groups


Using Customer Groups

Notes
Automated emails which is a core feature of customer groups is an add-on to your standard SalesDriver or OpsDriver account. This can be added to your account by your TBN representative. For additional information about monthly costs, please visit this page on our website. 


Overview

Customer Groups allow you to automate and personalize the communication experience for different types of customers by associating quotes with email sequences. These sequences include quote follow-ups, payment reminders, departure alerts, and post-trip messages.

1. What Are Customer Groups?


Customer Groups are used to:

  • Assign automated email sequences to quotes

  • Segment customer communication by behavior or business type (e.g., retail, schools, corporate)

  • Ensure relevant and timely messaging throughout the quote and booking lifecycle

2. Where to Create and Manage Customer Groups


Step-by-Step Instructions:

  1. Go to Company Setup > Email Setup > Customer Groups.

  2. Click Create New Group or edit an existing one.


Each group includes:

  • Group Name

  • Option to set as Default Group (applies to all new quotes by default)

3. Setting a Default Customer Group


If you check the “Set as Default” box:

  • Every new quote (whether created by staff or submitted through the quote widget) will default to this group.

  • The customer will receive the scheduled emails attached to this group—unless manually changed.

4. Adding Scheduled Emails to a Customer Group


Within a group, scroll down to see or add Scheduled Emails.


Examples Include:

  • 3 days after quote created – Follow-up email

  • 10 days after quote created – Reminder email

  • 1 day before deposit due – Deposit reminder

  • 2 days before departure – Final instruction email

  • 1 day after trip ends – Thank-you or feedback request


Each scheduled email is tied to a template from your system.

5. Creating Email Templates for Customer Groups


Templates are managed at:


Company Setup > Email Setup > Email Templates

  1. Click Create New Template or edit existing ones.

  2. Use placeholders like:

    • Salesperson contact info

    • Dynamic quote links

    • Company branding


Preview your templates to ensure correct formatting.

6. Assigning a Customer Group to a Quote


During Quote Creation:

  1. Click New Quote.

  2. Locate the Customer Group dropdown.

  3. The default group is pre-selected.

  4. Change the group to trigger a different email sequence, if needed.


Once selected:

  • Emails will be sent based on the timeline defined in the group.

  • If the quote is booked, all remaining quote-related emails are automatically canceled.

  • The system avoids sending irrelevant or conflicting messages.

7. Benefits of Using Customer Groups

  • Automated, hands-off follow-up

  • Increased conversion from quote to booking

  • Personalized communication by segment

  • Consistent customer experience across your team

Best Practices

  • Create separate groups for different customer types (e.g., Schools, Weddings, Corporate)

  • Customize templates with personalized details

  • Regularly review email content to keep it fresh and relevant


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