Bounce Management use cases or handling ideas

[LukeSybit]

Dear SAP Marketing Cloud experts,

I´m very interested how you or your customers deal with contacts, for which a former E-Mail Campaign ended in a hard bounce. Of course there would be the opportunity to create a dynamic target group with attribute "interaction type - hard bounce" as a base for address validation to correct the obviously wrong E-Mail addresses. The disadvantage for this method is, that someone has to check the dynamic target group on a regular base. The correction could be performed with data correction in connected CRM system or manual upload in Marketing Cloud.

Then I thought about a trigger based campaign with trigger "hard bounce" and with action "Send task to connected CRM System" or "send E-Mail" (for which maybe a fix target group as receipients can be defined). The problem of that idea is, that only general information of hard bounce can be send as task (with standard fields) or non dynamic E-Mail are send, but detailed information about the exactly bounced contact(s) (First name, second name or even wrong E-Mail address) can´t be send within a triggerbased campaign to connected CRM system or within a E-Mail.

Due to these facts I´m highly interested how you or your customers are dealing in bounce management. Maybe you have reference points of ideas for me.

Thank you very much,

Lukas

[maximilianhaensler]

Hi Lukas,
we've already implemented a process with CPI integration to create tasks in the integrated C4C system after an interaction EMAIL_HARDBOUNCE is created in the Marketing Cloud system.
Unfortunately this is not a standard integration scenario. I highly recommend to evaluate the need of a custom integration scenario because the created tasks in the C4C system have to be adressed correctly to a processor in order to get done. This was a learning of our open channel integration scenario - someone of the sales department / team needs to take care of fulfilling the tasks to correct the hard bounced email adresses.
Kind regards,
Max

[SCHNEIDERT]

Hi Lukas,

at the moment we're implementing that process using Open Channel campaign action.

So, if you set up a trigger-based campaign and use the Open Channel action, you can create an export definition according to your needs and send the information to SAP Cloud Integration.

From there you can then choose how to proceed and build your own iflow e.g. to create tasks in C4C or send e-mails to the person that has to correct the data in the corresponding CRM system.

Maybe that's an approach for you, too.

Kind Regards

Tobias

[LukeSybit]

Hi Tobias,

thanks for your answer. I keep an eye on that, because that could help us to bring the necessary informations to collegues or other systems.

Kind regards,

Lukas