Send Email to One Contact Based Off Activity of Another Contact

[Amey_Shivapurka]

Hi All,

We are using Marketo with the standard SFDC sync. 

We have a use case where a survey gets associated to the customer in SFDC. Through our object sync, we use that survey object to trigger the survey email to the customer in Marketo in their preferred language (e.g. French). This part is working well.

If the person answers "No" to a specific question in the survey then we have another daily batch campaign in Marketo that looks for any contacts that have a survey with that question having answer of "no". We then also pull the retailer contact name and retailer contact email and use that to send an alert via Marketo. This part is working well.

The problem is that the Customer contact's preferred language might be French, but the retailer contact's preferred language is Spanish. Because we are sending this as an alert the email is going out to the retailer in French. 

Does anybody know if there is a way send this email to the retailer contact in their preferred language? We do also have the retailer contacts in Marketo as a Person as well, so if there is any way to send out an email that way would be fine too. I just don't think there is a way to do a "look up" to another contact (e.g. retailer contact) when something happens for another contact (e.g. consumer). Thanks!

[Christiane_Rode]

Question about the customer-retailer relationship: Is there only one retailer per customer, or is there the chance that a customer could have multiple retailers that they are associated with?

Just quickly thinking that, if there's a One Retailer per Customer relationship going on you could try the following:

1) Have a Retailer Language field set up in the Customer record that corresponds to the Retailer language preferences. You could also have just an Associated Retailer field in the customer record if each retailer only has one language preference.

2) When the alert is sent, you could do an alert where you have choices based on the newly created Retailer field -- (If Retailer Language is Spanish, send email in Spanish, etc.) And have different email alerts that correspond to the different languages. This would be the same setup if the retailers only have one preferred language. (If retailer is XXXX, send Spanish email). 

Would something like that work?

[Amey_Shivapurka]

Hi Christiane, 

Yes, only 1 retailer per Customer so that is an option (and I kind of already suggested this), but the client is adamant in avoiding adjustments on the SFDC side, so I am trying to determine if there is some way this can be done in Marketo given everything we have. The client is coming from Marketing Cloud where they were able to do an SQL query to grab all the data they need to create the data extension (e.g. Customer Name, Retailer Contact Name, Retailer Email Address, etc) that would be used for the audience and email send of this journey. 

[SanfordWhiteman]

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Yes, only 1 retailer per Customer so that is an option (and I kind of already suggested this), but the client is adamant in avoiding adjustments on the SFDC side, so I am trying to determine if there is some way this can be done in Marketo given everything we have.

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Well yes, there is a way. It’ll require that you be/have a developer.

Whenever your Customer-person is created or their related Retailer email changes, a webhook-compatible service can loop back to find the Retailer-person in Marketo via the API. Then it returns the Retailer-person’s language/etc. in the webhook response, which in turn writes to custom fields on the Customer-person. Then you’ll have the required Retailer Preferred Language value.

Quite easy really... if you’re used to such things. < 50 lines of code, surely. But if you’re new to it, challenging.

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The client is coming from Marketing Cloud where they were able to do an SQL query to grab all the data they need to create the data extension (e.g. Customer Name, Retailer Contact Name, Retailer Email Address, etc) that would be used for the audience and email send of this journey. 

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Understood, but competing platforms don’t have full feature parity. Even when Product A is generally referred to as having “a superset“ of Product B’s functionality, that doesn’t truly mean everything, at every level of detail, is in Product A!

[Amey_Shivapurka]

Thanks Sandford. I will look into the webhook piece

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Understood, but competing platforms don’t have full feature parity. Even when Product A is generally referred to as having “a superset“ of Product B’s functionality, that doesn’t truly mean everything, at every level of detail, is in Product A!

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Completely agree. Its the getting them to understand that and also that the data source setup needs tweaking too which is sometimes the hard part