About the Client
Our client is Singapore’s multi – brand Retail and Ecommerce Company that offers eco-friendly lifestyle products to consumers. It has a reputation for bringing a positive impact and real difference to the social and physical communities since the year 2009.
Business Challenges
The client has been experiencing an overwhelming growth through its global brands and customers. They wanted to have a sophisticated CRM in place that will offer superior customer experience to their customers. They faced the following business challenges:
- Unable to customize the campaigns based on the customers’ interests, requirements or behavior
- No comprehensive segmentation of targeting tools to send right content to the right audience
- Unable to track what the customers/fans are talking or raving or complaining about their products/services
- No information on the customer purchase behavior and the triggers for customer purchases
- Unable to track what kind of content triggered an action or which channel did they go for information and discovery
- No unified information about the customer and where he/she purchased from e.g. online or offline
- No loyalty management system to retain the existing customers and encourage repeat purchases
Speridian proposed a solution using the capabilities of Oracle Responsys, to tackle the above mentioned challenges and to get an in-depth understanding of the buying behavior and lifestyle of their customers.
Solution
- Quick and easy campaign creation with powerful segmentation and targeting capabilities
- Build engaging content using the message designer with a what-you-see-is what-you-get editor
- Deliver highly personalized emails without help from IT to millions of customers
- Case Management – Capture, manage, and share service requests, enquiries or complaints from customers coming from different channels
- Omni – channel support ensuring best experience to the customers coming from different channels
- Customer 360’ – Holistic view of the customer in a single window with all the past and current information from different sources
- Self – service portal using which customers can raise, modify and track service requests & view loyalty points and get self – service for their queries with the Knowledge articles available
- Knowledge Management – Deliver the most relevant answers and articles to the customers and internal agents
- Loyalty Management – Loyalty programs for customers which ensures they stay loyal to the brand and engage in repeated purchases
- Proactive reminders on loyalty point expiry, pushing the customer to make use of the available points
- Loyalty point redemption and Loyalty Voucher generation
- Analytics – Gain insight using prebuilt, in-context reports & advanced custom reporting
- Self-service access for customers to the service requests and relevant knowledge articles through the customer portal
- Listening and Monitoring of conversation happening across Social channels
Business Impact
The client was able to plan, create, execute and manage multiple campaigns simultaneously for large volumes of customers, spread out across different channels. They could also comprehend customers’ behavioral data and track down the best performing campaigns resulting in increased customer satisfaction. This certainly made Responsys their primary platform to run all their email campaigns.
- Robust segmentation of contacts based on several business criteria
- Multi-channel personalized program
- Hyper personalized email content and offerings
- Live tracking for campaign performance