Which50’s Digital-to-Print Waterfall solution allows all customer engagement across digital and print to be executed in a single workflow, resulting in a seamless experience for the customer while drastically reducing direct and indirect costs.
The process begins with a File Import, which can be setup in a few ways, either via a file drop into a folder the File Manager, or directly into the Contact List (learn more about that method here). Please get in touch with us if you'd like to setup a File Import into the File Manager, or an SFTP process.
When the File (containing membership data) is imported into Which50, it is picked up by the platform based on key targeting criteria. From there, the automation takes over:
- Initial communication is sent via email to all members with a valid email address.
- Any Emails that Bounce are handled automatically — Undeliverable emails can be routed through SMS messages, and/or pushed straight into the print flow.
- Print communications are then generated with personalised content and unique QR codes, linking members back to secure digital forms to encourage them to engage online.
Here are the steps to setup your Digital-to-Print Waterfall in Which50.
Step 1: Ensure you have all of the necessary pieces of content in your Journey.
In this example the communications is based on an upcoming Credit Union AGM. The screenshot below shows the 'Manage Content' screen in a Journey, and includes an Email, SMS, (optional) Webform, and 2 eDocuments used for Printed Letters and a Credit Union's Annual Report.
Step 2: Setup the Activities needed for the File Import to trigger the Communications.
On the 'Schedule' screen in your Journey, a File Import trigger should be created in order to begin the Digital-to-Print Waterfall flow. Once a file is dropped into Which50, these Activities will begin their process, starting with the Email send. See the screenshot below for an example of the Email, SMS and resulting eDocument Letters.
Step 3: Setup the Segmentation for each of the Activities.
The Email will be the first point of communication, then the SMS will follow. In this example the SMS is segmented to send to any recipient who doesn't have a valid Email address, OR has been attempted to send the Email but didn't successfully deliver. See that SMS segmentation setup below.
Once the Emails & SMS have sent, the digital part of the Waterfall is complete, and any remaining recipients who haven't received either of those channels should be targeted for physically printed and posted letters. See below for the segmentation for the Letters, to be sent a day or so later in the example.
This first Letter targets anyone who doesn't have a valid Email address and valid Mobile number.
This second Letter targets anyone who was attempted to be sent the Email or SMS, but failed (i.e. Bounced).
Once these Activities are setup and segmented properly, the Digital-to-Print Waterfall will be in full effect!
Here is a visual representation of the steps involved, illustrating the Digital-to-Print Waterfall flow.
This streamlined workflow eliminates manual checks, resends, and list management. For operational teams, the result is a significant time saving, freeing them to focus on member engagement rather than administrative tasks.
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