CRM Sales Data Matching and Upload Tool

You are required to authorise the relevant platforms you are using. You do not need to authorise the platforms not being used:

Google Ads Authorisation:

Follow Delacon’s standard Google Ads authorisation process as per our Google Ads Integration Guide:

https://support.delaconcorp.com/hc/en-us/articles/360020829934

Google Analytics Authorisation:

Follow Delacon’s standard Google Analytics authorisation process as per our Google Analytics Guide:

Campaign Manager Authorisation:

Follow Delacon’s standard Campaign Manager authorisation process as per our CM Integration Guide:

https://support.delaconcorp.com/hc/en-us/articles/360020832534

Please note you will need to select ‘crmupload’ for Online or CRM Upload conversion.

Search Ads 360 Authorisation:

Follow Delacon’s standard Search Ads 360 authorisation process as per our SA360 Integration Guide:

https://support.delaconcorp.com/hc/en-us/articles/360020533134

BigQuery Authorisation:

Please follow the BigQuery integration guide: https://support.delaconcorp.com/hc/en-us/articles/360034322373-Activating-Delacon-Call-Data-Transfer-in-BigQuery

Google Ads

1. Provide Google Ads account ID to Delacon Support (support@delaconcorp.com) in the following format:
(123-456-7890)

2. Once received, Delacon Support will configure the Google Ads conversion upload

Please refer to the following guide for additional information on how to create the required configuration in Google Ads Setting up Delacon Google Ads Conversion Upload

Google Analytics

No information is required to be sent to Delacon for Google Analytics.

BigQuery

No additional information is required to be sent to Delacon for BigQuery after the general authorisation has been completed.

Campaign Manager/Search Ads 360

You are required to provide the below information to Delacon Support (support@delaconcorp.com):

• Service ID
• Profile ID
• Floodlight Activity ID
• Floodlight Configuration ID
• Conversion Value

Please note that if you are setting up CRM Data Upload Tool for Campaign Manager and you have existing Service IDs using our Google Campaign Manager integration, you will need to re-map these existing Service IDs.

Once your account has been authorised and your account information has been provided and Delacon have configured the conversion upload, you can begin to upload your CRM data.

There are four upload options:

1. Manual Upload
2. Upload via API Key
3. Upload to secure SFTP server
4. Custom Consulting

Option 1 – Manual Upload using the new Delacon Portal (Free)

1. Logon to Delacon portal - https://pla.delaconcorp.com/siteui/login

2. Navigate to "Services” -> “Upload CRM Data”:

3. Choose "Unmatched CRM Data"

4. Upload data in the following format:

<Delacon Service ID>,<caller phone number>,<date/time of call>,<sale value>,<platform to upload the conversion to>,<delacon call id>,<crm variable/s>

• <Delacon Service ID> can be found in the Delacon portal or set to -1 if unknown
• <caller phone number> in E.164 international format (eg +61400123465). Please note that if the phone number is hashed before sending to Delacon for matching the "+" must be removed before the hash is generated (eg 61400123456).
• <date/time of call> in format yyyymmdd and HH:MM:SS.MS, eg. 01/01/2023, 12.30pm = 20230101 12:30:00.000
• <sale value> eg $100 = 100.00
• <platform to upload the conversion to> are a combination of the following values - ADWORDS, DCM, DS, BQ and GA.
• <Delacon call id> is optional and can be found in the Delacon call log
• <CRM variable/s> is optional

Both Delacon Call ID and CRM variable(s) are optional fields. Here are some examples showing how to include them: 

Example: With Call ID:

123,+61412345678,20200616 09:22:00.000,100.00,GA,CALL_ID

Example: With CRM variable without Call ID:

 Adding 1 CRM variable:

    123,+61412345678,20200616 09:22:00.000,100.00,GA,,crm1

Adding more CRM variables:

    123,+61412345678,20200616 09:22:00.000,100.00,GA,,crm1,crm2,crm3

Please note the additional comma that signifies the Call ID field is not present – please ensure this is included if you wish to upload CRM variables without including the Delacon Call ID.

Example: With Call ID and CRM variables

Adding 1 CRM variable:

    123,+61412345678,20200616 09:22:00.000,100.00,GA,CALL_ID,crm1

Adding more CRM variables:

    123,+61412345678,20200616 09:22:00.000,100.00,GA,CALL_ID,crm1,crm2,crm3

These fields are optional; therefore, you can append up to four CRM value/s by using the comma delimiter.

Please note if you would like to create custom variables related to your business or service follow the steps here.

Examples:

Uploading to Google Ads

38100,+61444555666,20170721 08:35:19.000,98.00,ADWORDS,123456

Uploading to Google Campaign Manager, with Call ID and one CRM variable:

38100,+61444555666,20170721 08:35:19.000,98.00,DCM,123456,crm1

Uploading to Google Analytics, with Call ID and two CRM variables:

38100,+61444555777,20170721 08:35:19.000,91.00,GA,123456,crm1,crm2

Uploading to Google Campaign Manager and Google Analytics, with three CRM variables but no Call ID:

38100,+61444555777,20170721 08:35:19.000,108.00,DCM|GA,,crm1,crm2,crm3

Uploading to Google Ads, Google Campaign Manager, BigQuery and Google Analytics, with no Call ID or CRM variables:

-1,+61444555777,20170721 08:35:19.000,98.00,ADWORDS|DCM|GA|BQ

Please note in the examples above that CRM variables are not expected for ADWORDS (upload to Google Ads) and as such will be ignored at the time of data upload to Google Ads.

Notes:

• Appropriate configuration should be completed in Delacon Portal for Google Ads, DCM or GA prior to this.
• Please specify the CID as -1 when CID is unknown.

• Date/time of call is the date and time of the phone call in the CRM system.

5. Once you have entered all relevant data click “Upload”.

Option 2 – Upload via API Key (Free)

Please click here for the instructions on obtaining your API key.

Develop an API integration to upload data in the format:

<delacon campaign id>,<caller phone number>,<date/time of call>,<sale value>,<CRM to upload the conversion to>

Please see our API guide for information on setting up an API Integration:
http://www.delaconcorp.com/Portals/0/pdf/ReportingIntegrationSummaryTracking.pdf

API Authentication:

An API key can be used for authentication. This may be a more secure alternative than putting a user ID and password in a URL.

The URL will look like the below if authentication is done via API key:

https://pla.delaconcorp.com/site/webui/gen/uploadcrmdata.jsp?uploadtype=unmatched 

Possible values for  <delacon campaign id> are -1 or an appropriate value from the Delacon Portal.

Possible values for are a combination of the following values - ADWORDS, DCM, BQ and GA:

Examples:

Uploading to Google Ads and Google Campaign Manager:

38100,+61444555666,20170721 08:35:19.000,98.00,ADWORDS|DCM

Uploading to Google Ads and Google Analytics:

38100,+61444555777,20170721 08:35:19.000,98.00,ADWORDS|GA

Uploading to Google Campaign Manager, BigQuery and Google Analytics

38100,+61444555777,20170721 08:35:19.000,98.00,DCM|GA|BQ

Uploading to Google Ads, Google Campaign Manager and Google Analytics:

38100,+61444555777,20170721 08:35:19.000,98.00,ADWORDS|DCM|GA

Note: Appropriate configuration should be completed in Delacon Portal for ADWORDS or DCM or GA prior to this.

The following screenshot provides the details for API based integration:

Option 3 – Upload to secure SFTP

1. Setup an automated CSV transfer to a secure SFTP location – this can be a Delacon SFTP location or your own.
2. Ensure CSV file has the following fields:

a. <delacon campaign id>,<caller phone number>,<date/time of call>,<sale value>,<Platform to upload the conversion to>

Please note there is a charge for this option:

• $1,500.00 one-off set up fee.
• $150.00 per month.

Please speak with your Delacon account manager for more information about this option including getting a change request form.

Option 4 – Custom Consulting

Delacon can develop a custom solution for you.

Please note there is a charge for this option:

• $150/hr with a minimum of 20 hours.

The uploaded CRM data will be placed into:

• Event Category – CRM
• Event Action – Upload
• Event Label – SalesClosed
• SalesAmount – Event Value

Please see examples below of what this will look like in Google Analytics:

Call ID:

Google Ads Campaign:

Google Ads Search Term:

Including Channel:

Real Report Examples:

Dollar Sales Values vs Calls against Channel

Dollar Sales Values vs Calls against Campaign

Creating a goal that shows CRM value

To create a goal that shows the CRM value against the Google Ads data, you will need to set it up as follows:

Goal Type - Event
Category - crm
Label - SalesClosed

Action and value can be left blank, and the "Use the Event value as the Goal Value for the conversion" option should be set to Yes.

See screenshot example below:

The uploaded CRM data will be placed into a dedicated event called "calltracking_crm".

Within the event page, you will find custom dimensions with additional call data (note, these will need to be mapped, please follow Step 3 – Custom Dimension/Metric Configuration of our GA4 integration guide): 

Furthermore, you can map up to 4 custom CRM dimensions that are specified by your CRM.

To set up custom conversions based on your CRM data, please review step 4 of this guide.

Reporting in Campaign manager with Offline, Floodlight Reports:

https://support.google.com/dcm/answer/2823790

The uploaded CRM data will be placed into:

• Floodlight Activity (Floodlight names are customisable; we recommend using Delacon in each name)
• Sales Transaction including values from Delacon calls
• Number of Delacon calls

Please see examples below of what this will look like in Google Search Ads 360:

Floodlight Activity:

Campaign Sales Transactions and Revenue:

Campaign, Keywords and AdGroup that Generated Sales Transaction and Revenue:

Create a Custom Floodlight column, search for the CRM upload Floodlight tag and set the Metric to Trans. See https://support.google.com/searchads/answer/6051170

1. What happens if the Google Analytics session is not captured?

If a call is made while the caller is offline then the call can’t be matched to the GAUAID (Google Analytics Session ID) and therefore we won’t be able to do a match.

Examples of offline calls include:

• Calls made when the web browser is not open.
• Calls made from Google Call Extensions
• Calls made from offline campaigns including TV, Radio and Print.

2. What happens if the data entry in the CRM is not the same date as the call?

If there is a difference between the date of the call and entry in the CRM, there will be no match and it will be skipped.

3. What happens if the date of the sale is different to the original call?

If a sale happens after the original call, as long as the phone number and date/time of the call are uploaded, it will be matched with the record in our system.

4. What happens if there are repeat calls made? i.e. Calls made from the same number within a specific time range.

Delacon treats multiple calls from the same phone number made within seven days as repeat calls. It then copies the call information – including session information - from the original call across to the other calls.

If the upload provided to us includes the phone number and date/time of the call, we will match it with the records in our system. For these repeat calls we are still passing the same information to Google Analytics.

Please note that seven days is the default time range for repeat calls in Delacon’s system. This can be extended up to a maximum of 30 days and this can be configured within the Delacon portal.

5. What happens if the CRM record is uploaded more than once?

It will be data matched twice and duplicated in Google Analytics/Google Ads/Campaign Manager.

6. What happens when the data is uploaded into Google Analytics, Google Ads and Campaign Manager?

The Delacon CRM data matching tool uploads data to these platforms using the methods outlined above.

7. What happens if the caller ID (phone number) is missing?

If the phone number is blocked/private/unavailable then it is not possible to match the call.

8. What happens if the CRM call time differs by a day compared to the time stamp in Delacon call reporting?

The time stamp of the call has to match with the record in the Delacon reporting.

Please contact Delacon if you are operating across multiple time zones and we can assist.

9. Is the exact time stamp needed?

At least the date and the hour will be required to match the data successfully. The system will look for any calls within that hour. The exact minute of the call is not required.