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Message Template Management System : User Story (UX06US06)

1. Problem Statement

Core Problem: The utility company lacks an effective message template management system that standardizes customer communications across multiple channels, resulting in inconsistent messaging, inefficient template creation processes, and difficulty tracking communication history. The current approach leads to fragmented customer experiences, compliance risks with character limits, and inability to efficiently manage templates for different communication scenarios.

For Utility Admin:

  • Cannot efficiently govern template creation and approval workflows
  • Lacks tools to ensure regulatory compliance across all templates
  • No centralized system to track template versions and update history
  • Limited visibility into template usage metrics for resource allocation
  • Difficulty maintaining consistency across departments and user roles

For CSO (Call Center):

  • Difficulty tracking which templates have been used with specific customers
  • Cannot easily coordinate communications sent across multiple channels
  • Lack templates tailored for escalated situations or specific customer scenarios
  • No clear guidance on which templates to use for different customer issues
  • Limited ability to measure template effectiveness in resolving customer inquiries

For Customer Service Executives:

  • Cannot quickly locate appropriate templates during customer interactions
  • Struggle to maintain consistent messaging across different customer touchpoints
  • Lack visibility into which templates are most effective for specific situations
  • Cannot easily customize templates while ensuring brand consistency
  • Have no clear system for suggesting improvements to existing templates

For Billing Manager:

  • No version control for billing-related templates
  • Lacks ability to test templates with different billing scenarios
  • Cannot easily update templates to reflect rate or policy changes
  • No integration between billing system and communication templates
  • Limited visibility into effectiveness of billing-related communications

For Meter Manager:

  • Lacks specialized templates for meter-related communications
  • Cannot easily modify templates to reflect changing meter technologies
  • No integration between meter status and relevant communication templates
  • Limited ability to create templates for different meter deployment scenarios
  • Difficulty tracking customer communications about specific meter issues

2. Who Are the Users Facing the Problem?

Utility Administrator:

  • Responsible for system configuration, business rules, and overall governance
  • Manages user roles and permission profiles
  • Sets up workflows and approval hierarchies
  • Acts as liaison between department heads for system requirements
  • Access Level: Full access to create, edit, approve, and manage all templates and categories

CSO Manager/Call Center Representative:

  • Manages incoming customer inquiries across multiple channels
  • Creates service orders and responds to customer issues
  • Responsible for consistent customer communication
  • Uses templates for routine customer interactions and responses
  • Access Level: Access to use, suggest edits, and create draft templates requiring approval

Customer Service Executive:

  • Handles walk-in customers and complex account changes
  • Processes service requests requiring verification
  • Resolves billing disputes and payment arrangements
  • Uses templates for in-person and high-touch interactions
  • Access Level: Access to use templates and suggest improvements

Billing Manager/Specialist:

  • Oversees billing cycle and customer communications related to billing
  • Ensures accurate implementation of rate structures and billing rules
  • Manages billing exceptions and adjustments
  • Develops bill formats and customer communications
  • Access Level: Full access to billing-related templates, create/edit/approve within their domain

Meter Manager/Supervisor:

  • Coordinates meter reading schedules and field operations
  • Manages meter data collection systems and technology
  • Develops meter installation and maintenance procedures
  • Communicates with customers about meter-related issues
  • Access Level: Full access to meter-related templates, create/edit/approve within their domain

3. Jobs To Be Done

For Utility Administrator: When I need to ensure consistent messaging across all customer communications, But I lack centralized control over template creation and usage, Help me implement a standardized template management system with governance controls, So that I can maintain brand consistency, ensure regulatory compliance, and improve customer experience.

For Utility Administrator: When I need to understand how templates are being used across the organization, But I have no visibility into template performance metrics, Help me track template usage, effectiveness, and user feedback in a centralized dashboard, So that I can optimize resources, identify training needs, and improve communication strategies.

For CSO Manager/Call Center Representative: When I need to quickly respond to customer inquiries across multiple channels, But I struggle to find appropriate templates during time-sensitive interactions, Help me search, filter, and access relevant templates with clear categories and tags, So that I can provide consistent, accurate responses that reduce resolution time.

For CSO Manager/Call Center Representative: When I need to handle specific customer scenarios that arise frequently, But existing templates don't address these unique situations, Help me create and suggest new template drafts based on actual customer interactions, So that I can improve our template library and better serve customers with similar needs.

For Customer Service Executive: When I need to communicate complex service changes to customers in person, But available templates don't allow appropriate customization, Help me access templates with clearly defined customizable fields while maintaining compliance, So that I can provide personalized service while ensuring message consistency.

For Billing Manager: When I need to update billing-related templates after rate changes, But I cannot easily track versions or ensure all templates are updated simultaneously, Help me implement version control with the ability to schedule template updates across channels, So that I can guarantee customers receive accurate billing information regardless of communication method.

For Meter Manager: When I need to notify customers about meter maintenance or reading schedules, But current templates aren't integrated with meter management systems, Help me create and maintain meter-specific templates with dynamic data fields, So that I can send accurate, timely communications about meter-related activities.

4. Solution

The Message Templates Management System provides a comprehensive solution for creating, organizing, and managing communication templates across multiple channels, ensuring consistent customer communications while maintaining compliance and efficiency.

Key Capability Areas:

1. Multi-Channel Template Creation and Management

  • Unified template editor supporting email, SMS, in-app, and WhatsApp communications
  • Format-specific templates (plain text, rich text, HTML) with channel-appropriate constraints
  • Character counting with visual indicators for channel-specific limits (e.g., SMS)

2. Intelligent Template Organization

  • Category-based template organization (Billing, Reports, Notifications, Onboarding, Alerts, Reminders)
  • Tagging system for fine-grained template discovery (e.g., payment, confirmation, billing)
  • Advanced filtering by channel, status, category, and tags

3. Template Governance and Compliance

  • Role-based access controls for template creation, editing, and approval
  • Version history tracking with edit logs showing who made changes and when
  • Compliance checks for regulatory requirements and brand guidelines

4. User-Friendly Template Discovery

  • Powerful search functionality with filters for quick template location
  • Visual indicators for template types and channels (icons for Email, SMS, In-app, WhatsApp)
  • Preview capability to see templates before selection or editing

5. Dynamic Content and Personalization

  • Placeholder system for dynamic customer data insertion
  • Conditional content blocks based on customer attributes or scenarios
  • Template variables for personalized greetings, account details, and service information

6. Template Performance Analytics

  • Usage tracking to identify most/least used templates
  • Effectiveness metrics for template performance (resolution rates, customer satisfaction)
  • A/B testing capabilities for optimizing template content

7. Workflow Integration

  • Template suggestion process for frontline staff
  • Approval workflows for new and modified templates
  • Integration with existing customer communication systems

8. Template Lifecycle Management

  • Draft and published states for templates
  • Archiving system for outdated templates
  • Template expiration and review reminders

9. Collaborative Template Development

  • Comment and feedback mechanism on templates
  • Shared editing for template collaboration
  • Template ownership and assignment

10. Responsive Design Support

  • Mobile-friendly template previews
  • Responsive design checks for email templates
  • Cross-platform testing for template rendering

5. Major Steps Involved

  1. Access the Templates Section
    • Click on "Templates" in the left sidebar navigation menu
    • View the template library showing all available templates organized by category
  2. Browse and Find Templates
    • Use the search bar to find templates by keyword
    • Click the "Filter" button to access filtering options
    • Filter templates by channel (Email, SMS, In-App, WhatsApp)
    • Filter by status (Published, Draft)
    • Filter by category (Reports, Billing, Notifications, etc.)
    • View template cards showing key information (name, description, tags, created/updated by , view & edit icon , creation date)
  3. View Template Details
    • Click "View" button on a template card to see full details
    • Review template (creation date, last update, tags,category,message content)
    • See tags associated with the template
    • Check template usage statistics
  4. Create New Template
    • Click the "+ New Template" button in the top-right corner
    • Select communication channel (Email, SMS, In-App, WhatsApp)
    • Choose template format (Plain Text, Rich Text, HTML)
    • Enter template name and description
    • Select or create a category
    • Add relevant tags for searchability
    • Compose template content
    • Insert placeholders using the "Insert Placeholder" button
    • Save as draft or create the template
  5. Edit Existing Templates
    • Locate template using search or filters
    • Click the "Edit" button on the template card
    • Modify template content, category, or tags as needed
    • Update placeholders or dynamic content
    • Save changes
  6. Use Templates for Communication
    • Select appropriate template for the communication need
    • System populates customer-specific data into placeholders
    • Review personalized content and make any needed adjustments
    • Send the communication through the selected channel
    • System records the communication in the customer history


6. Flow Diagram

Template Creation Flow

image.png


7. Business Rules

General Rules

  1. All templates must be categorized into one of the predefined categories (Reports, Billing, Notifications, Onboarding, Alerts, Reminders) or a new category can be created.
  2. Templates can include a name, description, or at least one tag for searchability.
  3. Each template must be associated with a specific communication channel (Email, SMS, In-App, WhatsApp).
  4. Template names must be unique within the same category and channel combination.
  5. All templates must include created by/updated by information and timestamps.
  6. Templates must support placeholders for content insertion.
  7. Draft templates must be approved before becoming available for general use. (***)

Template Creation and Editing Rules

  1. Template drafts can be saved
  2. Published templates cannot be directly edited; a new version must be created.(****)
  3. Template deletion is restricted

Error Handling and Validation

  1. Published templates cannot be directly edited, if user tries to edit the changes, show a confirmation message that where are these templates are being used.
  2. If a template name already exists, the system must request a different name.
  3. If a template fails compliance checks, detailed error messages must be provided.
  4. user cant click create template until and unless all the fields are rightly filled.

8. Sample Data

Template Categories

  1. Reports
  2. Billing
  3. Notifications
  4. Onboarding
  5. Alerts
  6. Reminders

Sample Templates

Monthly Report Template:

  • Category: Reports
  • Channel: Email
  • Format: HTML
  • Tags: report, monthly, usage
  • Description: Template for sending monthly energy usage reports to customers
  • Created by: John Doe
  • Updated by: Jane Smith
  • Last updated: 29 days ago

Payment Confirmation:

  • Category: Billing
  • Channel: Email
  • Format: Rich Text
  • Tags: payment, confirmation, billing
  • Description: Template for payment confirmation emails
  • Created by: John Doe
  • Updated by: Jane Smith
  • Last updated: 2 months ago

Service Outage Notification:

  • Category: Notifications
  • Channel: SMS
  • Format: Plain Text
  • Tags: outage, maintenance, notification
  • Description: Template for service outage notifications
  • Created by: John Doe
  • Updated by: Jane Smith
  • Last updated: 1 month ago
  • Character count: 438/160 (limit exceeded)

Welcome Email:

  • Category: Onboarding
  • Channel: Email
  • Format: HTML
  • Tags: welcome, onboarding, new-customer
  • Description: Template for welcoming new customers
  • Created by: John Doe
  • Updated by: Jane Smith
  • Last updated: 17 days ago

Usage Alert:

  • Category: Alerts
  • Channel: In-App
  • Format: Rich Text
  • Tags: usage, alert, consumption
  • Description: Template for notifying customers of unusual usage patterns
  • Created by: John Doe
  • Updated by: Jane Smith
  • Last updated: 13 days ago

Appointment Reminder:

  • Category: Reminders
  • Channel: WhatsApp
  • Format: Plain Text
  • Tags: appointment, reminder, schedule
  • Description: Template for appointment reminders via WhatsApp
  • Created by: John Doe
  • Updated by: Jane Smith
  • Last updated: 1 month ago

Sample Template Content

Monthly Report Template (HTML):


<h1>Your Monthly Energy Report</h1>
<p>Dear {{customer.firstName}},</p>
<p>Here is your energy usage summary for {{report.month}} {{report.year}}:</p>
<ul>
  <li>Total usage: {{usage.total}} kWh</li>
  <li>Previous month: {{usage.previousMonth}} kWh</li>
  <li>Year-to-date: {{usage.yearToDate}} kWh</li>
  <li>Comparison to neighbors: {{usage.neighborComparison}}</li>
</ul>
<p>View your detailed report <a href="{{report.url}}">here</a>.</p>
<p>Thank you for being a valued customer.</p>
<p>Regards,<br>{{company.name}}</p>

Service Outage Notification (SMS):


Planned Service Outage Alert

Please be advised of a scheduled service outage in your area on {{outage.date}} from {{outage.startTime}} to {{outage.endTime}}.
For emergency assistance, call {{company.emergencyNumber}}.
Stay updated at {{company.website}}/outages.

9. Acceptance Criteria

  1. The system must allow users to create templates for four communication channels: Email, SMS, In-App, and WhatsApp.
  2. The system must support three template formats: Plain Text, Rich Text, and HTML.
  3. The system must organize templates into at categories like : Reports, Billing, Notifications, Onboarding, Alerts, and Reminders.
  4. The system must allow filtering templates by channel, status, category, and tags.
  5. The system must display creation and last update information for all templates.
  6. The system must provide a search function that returns relevant templates based on keywords.
  7. The system must allow template tagging for improved searchability and organization.
  8. The system must support dynamic content insertion through placeholders.
  9. The system must allow saving templates as drafts before submission.
  10. The system must allow multiple filter criteria to be applied simultaneously.
  11. The system must support template duplication for creating variations.
  12. The system must provide clear error messages when templates fail validation checks.

10. Process Changes

AspectCurrent ProcessNew ProcessImpact Analysis

Template Creation

Templates created ad-hoc by different teams with no standardization

Centralized template creation through a standardized system with governance and approval workflows

reduction in creation time; Elimination of duplicate templates; compliance with brand guidelines

Template Discovery

Manual searching through emails, shared drives, or asking colleagues

Advanced search and filtering with categorization and tagging

reduction in time to locate templates; Increased reuse; Reduced customer response time

Version Control

No formal version tracking, leading to outdated templates in use

Formal version history with change logs and scheduled updates

Elimination of outdated templates; Clear audit trail; Consistent messaging

Compliance Monitoring

Manual checking of templates for regulatory compliance

Automated compliance checks with built-in rules (e.g., character limits, required elements)

reduction in compliance violations; No manual review needed; Lower regulatory risk

Template Approval

Informal or no approval process

Structured workflows based on template type and criticality

Higher quality communications; Fewer publishing errors; Defined accountability

Cross-Channel Consistency

Different templates used for the same message across channels

Unified template management with channel-specific formatting

Consistent experience across channels; Reduced maintenance effort; Improved brand uniformity

Template Performance Tracking

No data or feedback on template effectiveness

Comprehensive analytics on usage and performance

Data-driven optimization; Better resource allocation; Ongoing improvement

Template Organization

Fragmented storage across departments

Centralized repository with intelligent structure

Removal of silos; Better collaboration; Full template visibility

11. Impact from Solving This Problem

MetricCurrent ProcessImprovement

Customer Experience

Messaging varies across channels; slow response times due to scattered templates

Consistent messaging across channels; quicker access to appropriate templates

Operational Efficiency

Templates are created and searched manually, often from scratch

Streamlined creation and discovery process; reduced errors

Compliance

Manual checks with no formal audit trail

Automated compliance checks; comprehensive tracking for regulatory purposes

Cost Reduction

High maintenance effort with frequent duplication

Lower maintenance burden; minimized duplication of templates

Employee Satisfaction

Employees face friction finding or creating templates

Smoother workflows with easy access to standardized templates

Communication Quality

Tone and content vary across departments

Unified voice and clarity across all communications

Template Reuse

Templates are rarely reused and often recreated

Centralized templates promote reuse and efficiency

Cross-Department Collaboration

Departments manage templates independently

Shared access encourages collaboration and knowledge sharing

Response Time

Finding suitable templates is time-consuming

Rapid selection of pre-approved, categorized templates

Governance

No formal approval or version control process

Structured governance ensures consistency, accountability, and quality control

12. User Behavior Tracking

For

Event

Description

Key UtilityProperties

Metrics AdministratorTo Track


Viewed_Template_Page

When the user visits the Message Templates page.
MetricEventstimestamp
, to
user_id
, TrackPropertiesInsightsTemplate
role
DAU/WAU Managementof EfficiencyTemplate_Created,Template Template_Edited,users
Clicked_New_Template
User Template_Approved,clicks Template_Rejecteduser_id,on template_id,"New template_category,Template" time_spent,button.
user_id
, approval_stageHow
timestamp
Template efficientlycreation areinitiation rate
Searched_Templates
User searches for templates being created and managed? Are templates getting stuck in approval processes?Governance EffectivenessCompliance_Check_Passed, Compliance_Check_Failedtemplate_id, failure_reason, compliance_typeAre templates meeting compliance requirements? What compliance issues are most common?System AdoptionAdmin_Login, Feature_Usage, User_Managementuser_id, feature_name, session_duration, action_takenHow comprehensively are administrators using the system?search Arebox.
user_id
, there
search_term
, underutilized
results_count
Search features?usage rate, Search effectiveness
Applied_Template_Filter
User applies filter to template list.
user_id
, 
filter_type
, 
filter_value
Filter usage distribution
Viewed_Template_Details
User clicks "View" to see template details.
user_id
, 
template_id
, 
template_type
Template view rate by type
Edited_Template
User clicks "Edit" to modify an existing template.
user_id
, 
template_id
, 
template_age
Template edit frequency
Selected_Communication_Channel
User selects channel type during template creation.
user_id
, 
channel_type
Channel preference distribution
Selected_Template_Format
User selects format (Plain Text, Rich Text, HTML).
user_id
, 
format_type
Format preference distribution
Created_New_Template
User successfully creates and saves a new template.
user_id
, 
template_id
, 
template_name
, 
channel_type
, 
creation_time
Template creation completion rate
Added_Template_Tags
User adds tags to a template.
user_id
, 
template_id
, 
tags_count
, 
tag_values
Tag usage patterns
Selected_Template_Category
User selects or creates category for template.
user_id
, 
category_name
, 
is_new_category
Category ManagementCategory_Created,distribution
Used_Smart_Placeholder
User Category_Modified,inserts Templates_Recategorizedcategory_id,a template_count,dynamic user_idHowplaceholder effectivelyin template content.
user_id
, 
template_id
, 
placeholder_type
, 
placeholder_count
Placeholder usage rate
Saved_Template_As_Draft
User saves template as draft instead of publishing.
user_id
, 
template_id
, 
edit_duration
Draft usage rate
Character_Count_Exceeded
Template content exceeds character limit for channel type.
user_id
, 
template_id
, 
channel_type
, 
character_count
Character limit issue frequency
Duplicated_Template
User creates a new template based on existing one.
user_id
, 
source_template_id
, 
new_template_id
Template duplication rate
Deleted_Template
User deletes an existing template.
user_id
, 
template_id
, 
template_age
, 
usage_count
Template deletion rate
Previewed_Template
User previews template before saving.
user_id
, 
template_id
, 
preview_count
Preview usage rate
Template_Used_In_Workflow
Template is theselected categorizationfor systemuse beingin used?a Areworkflow.
template_id
, categories
workflow_id
, being
user_id
Template maintainedutilization properly?in workflows
KeyShared_Template
User Questions Answered:
  • How effectively is theshares template governancewith processother working?
  • Whichteam members.
user_id
, 
template_id
, 
recipient_count
, 
recipient_roles
Template sharing frequency
Modified_Template_After_View
User makes changes after viewing template categoriesdetails.
user_id
, require
template_id
, the most maintenance?
  • Are compliance requirements being consistently met?
  • How can we optimize the template approval workflow?
    • For CSO Manager/Call Center Representative

    view_to_edit_time
    MetricEvents to TrackPropertiesInsightsTemplate Search EfficiencyTemplate_Search, Template_Selected, Search_Abandoneduser_id, search_terms, filters_applied, time_to_select, search_results_countHow quickly can users find appropriate templates? Are search terms aligned with available templates?
    Template UsageTemplate_Used, Template_Customized, Message_Senttemplate_id, channel, customization_time, customer_id, issue_typeWhich templates are most frequently used? How much customization is required?Template FeedbackTemplate_Feedback_Submitted, Template_Edit_Suggestedtemplate_id, feedback_type, user_id, sentimentWhat improvements are users suggesting? Are certain templates consistently receiving negative feedback?Channel EffectivenessChannel_Selected, Message_Delivered, Customer_Responsechannel_type, template_id, response_time, resolution_successWhich channels are most effective for different types of communications?
    Key Questions Answered:
    • Which templates are most effective for resolving specific customer issues?
    • How can template search be optimized for quicker customer responses?
    • What template improvements would most benefit frontline staff?
    • Which communication channels are most effective for different messages?
    For Billing Manager

    MetricEvents to TrackPropertiesInsightsBilling Template EffectivenessBilling_Template_Used, Payment_Received, Customer_Inquiry_After_Messagetemplate_id, billing_type, amount_due, days_to_paymentHow effective are billing communications in driving payment actions? Do certain templates reduce inquiries?Template Update EfficiencyBilling_Template_Updated, Update_Reason, Update_Timetemplate_id, update_type, number_of_templates_affected, time_to_updateHow efficiently can billing templates be updated when needed? Are updates consistent across templates?Rate Change CommunicationRate_Change_Template_Sent, Customer_Understanding_Survey, Support_Calls_After_Rate_Noticetemplate_id, rate_change_type, customer_segment, inquiry_volumeHow effectively do templates communicateimprovement rate changes? Do they reduce customer confusion?Payment Confirmation EffectivenessPayment_Confirmation_Sent, Channel_Used, Customer_Satisfactiontemplate_id, payment_method, confirmation_time, follow_up_requiredDo payment confirmations meet customer expectations? Which channels are preferred?
    Key Questions Answered:
    • How effectively do billing templates drive on-time payments?
    • How quickly can rate change communications be deployed?
    • Which billing template formats reduce follow-up customer inquiries?
    • Are payment confirmations meeting customer expectations?
    For Meter Manager

    MetricEvents to TrackPropertiesInsightsMeter Notification EffectivenessMeter_Notification_Sent, Customer_Compliance, Access_Issuestemplate_id, notification_type, notice_period, compliance_rateHow effective are meter-related communications in gaining customer cooperation? Do certain templates improve access rates?Outage Communication SuccessOutage_Notification_Sent, Customer_Prepared, Post-Outage_Satisfactiontemplate_id, outage_type, advance_notice, satisfaction_scoreHow well do outage templates prepare customers? Do they reduce dissatisfaction?Template IntegrationMeter_System_Integration_Used, Dynamic_Data_Inserted, Data_Accuracytemplate_id, data_source, field_type, error_rateHow effectively do templates integrate with meter systems? Is dynamic data accurate?Maintenance CommunicationsMaintenance_Notification_Sent, Customer_Present, Work_Completedtemplate_id, maintenance_type, notification_channel, completion_rateDo maintenance notifications effectively ensure customer presence when needed?
    Key Questions Answered:
    • Which notification formats best ensure customer cooperation for meter access?
    • How effectively do outage notifications manage customer expectations?
    • Is meter data being correctly integrated into customer communications?
    • Which maintenance notification approaches minimize access issues?
    
    
            
    
    
    

            
    
        
    
    
    

    
    

    
    
    
        
    
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