Guide to the e-Marketing Report Feature

The e-Marketing has a built in e-Marketing real-time report activity on each email campaign you have sent out on a contact by contact basis.

The e-Marketing report tool offers a great way to monitor the results of the email campaign by tracking response rates from Sent, Opened to Clicked. 

Analyse which campaigns are working and which need improvement to increase opened and click-through rates.

Monitor and track each email campaign by looking at:

  • Number of emails sent
  • Number of emails delivered 
  • Opened rates – see how many times your email was opened and at what time
  • Click through rates – see who clicked, what they clicked on and at what time

Track the deliverability of the email campaign by looking at:

  • Blocked emails
  • Failed emails
  • Bounced emails
  • Unsubscribed rates
  • Spam rates

Graphical Results:

  • See a geographical reach to see where your email subscribers are located in the world
  • Email clients – see what the most popular email campaigns clients are opening with.

Real-Time Results:

Each email campaign sent is recorded inside a contact's record, within the History as shown in the example below:

See which campaigns were sent to them and the response rates i.e. OPENED, SENT and CLICKED. At a glance you can understand what they may or may not be interested in.

Also see the email campaign results on the Dashboard as they happen as shown below:

Understanding the e-Marketing Report

For a quick video click the link below:

Alternatively here is a guide: 

1. Click on the Marketing icon along the menu bar inside your CRM:

2. You will see a list of the email campaigns – choose one that has been sent and click on the Report icon – as circled below in red: 

3. When you click on the Report icon you will see a pop up screen appear showing the Campaign Summary window as shown below: 

4. The campaign details are shown at the top such as the Description, Subject line, the date the email was first sent with a preview of the email shown in the top right-hand corner.

5. The Geographic reach and Email client information is shown so you can see where in the world your email was opened and what email client was used to open your email such as Outlook, iPad, Gmail etc:

6. You can then see the statistics on the SENT, DELIVERED, OPENED and CLICKED rates as shown below: Numbers are given as well as percentages so you can see results at a glance:

7. The OPENED and CLICKED rates are clickable and will show you on a contact by contact basis the email addresses of those that that have OPENED and CLICKED your email campaign as shown in the examples below:

Track Opened Rates:

8. The screenshot above shows the OPENED rates by email address (which we have blanked out) it displays the date and time the email was opened and the number of times the email was opened.

9. You can export this information out into an Excel CSV file by clicking on the CSV link as shown below:

10. You can also pull off the OPENED results into a PDF document by clicking the PDF link shown below to save the results and print them or email them to a colleague.

11. Use the reTAG option to tag those contacts who have OPENED your campaign with a tag of your choice so that you can easily segment this group of contacts into a new category to view and also follow up with another email campaign

To find out more about using the reTAG option please click here

To find out more about what is a good opened rate please click here

Track Clicked Rates:

12. The same applies with the CLICKED (this tracks which links were opened in your email campaign) if you click on the number shown in the CLICKED box the contacts email addresses will be displayed as shown below:

13. The CLICKED results above show you the date and time any hyperlinks contained in the email were clicked on so you can track which ones are working best such as ‘click here’ to see special offers etc.

14. You can export this information out into CSV file format by clicking on the CSV link.

15. you can also pull off a PDF by clicking on the PDF link shown in the screenshot above to print, save or send the results to a colleague. 

16. As well as this you can use the reTAG option to tag those contacts who have clicked so that you can follow up with them by sending another email campaign. 

To find out more about using the reTAG option please click here

Tracking Deliverability Rates: 

17. The report will also show the number of emails that were BLOCKED, FAILED, BOUNCE, UNSUB and SPAM as shown below:

These results are all clickable so if you have numbers beside any of these categories – such as BLOCKED you can see there are 12.  

If you click on this number it will display the list of email addresses that were blocked, as shown below:

18. The results can be pulled out into a CSV file or saved as a PDF file. 

19. Contacts can also be re-tagged using the reTAG option.

20. The same applies to FAILED, BOUNCE, UNSUB and SPAM – just click on each category and you will see the list of email addresses displayed under each one.

Understanding what the Results Mean:

What does Blocked mean?

This occurs when a bounced email becomes a hard bounce (i.e. we have tried many attempts to deliver the email but it cannot get through for the reasons described in the bounced section below). After 90 days a bounce if not delivered becomes marked as blocked.

What does Bounced mean?

We were unable to deliver the email for a number of reasons i.e. the recipients mailbox was full at the time (we will continue to try to deliver the email until the box is empty we re-try for 90 days). After this time the email is then regarded as blocked.

There are two types of bounces which are handled differently as explained below: 

Soft Bounce: This is a temporary issue such as the recipient’s inbox is full, the email message is too large, or a connection timeout. We will automatically attempt to resend the email. If it cannot be delivered after a certain number of attempts, the recipient will be “Blocked” for 90 days. After the 90 days, the email address will be active again.

Hard Bounce: This is a permanent delivery error caused by an invalid email address (e.g. a mistyped email, the email no longer exists -  i.e. the person has left the company or a non-existent destination server - it is not a valid email or domain name). Hard bounces negatively impact your sender reputations and are automatically blocked. 

Why do emails bounce?

It could be that the email address is invalid i.e. misspelt in correctly or the email address no longer exists (this can happen when people leave a company).

What to do if the email bounced?

  • Go into the contact record for the person the email address relates to and edit the email address if it has been typed incorrectly and then you can resend the email to that contact again (the e-Marketing has a built in de-dupe so it will recognise this as a new email address and you will see this on the left hand side listed so you will know it is just going out to the one contact before you send it).

  • Check with the company that the person is still working there if not find out who their replacement is and make contact to get permission from them to send out future emails – you must have permission otherwise this will be classed as SPAM. We only allow permission based email marketing, please read our policy on e-Marketing and Anti-Spam.

What is an acceptable bounce rate? 

8% or below is an acceptable bounce rate any higher than this would indicate that your data is old with email addresses no longer being current.

What does Failed mean?

When an email has been unsubscribed, marked as spam or blocked previously it will then show up as Failed on your report stats as we can no longer deliver emails to this email address.

Some Failed emails are sometimes what we call soft failures – which are automatically being retried a while later and delivery is taking place. 

What does UNSUB mean?

Please note once someone has unsubscribed this means we cannot email to them again directly through the e-Marketing system.

You will still be able to stay in touch with the contact via your own email provider i.e. Outlook, Hotmail, Gmail etc but they have opted out of receiving any e-Marketing campaigns from you directly.

We will automatically remove any unsubscribes them from the email send system so you do not need to do anything.

What does SPAM mean?

It means the recipient has clicked on the SPAM button in their email provider and classed the email that you have sent to them as SPAM.

We get a report back to say it has been marked as SPAM – this email address will automatically be removed in the same way an unsubscribe email is so you will not be able to send another email to them via the e-Marketing service again.