The client was looking to create frictionless communications with advisors and their end customers. The current level of marketing operations depended on manual processes and failed to provide customer-centricity, speed-to-value, and productivity to the advisors and their end customers. A timely implementation of Salesforce marketing cloud resulted in personalized customer experiences based on user journeys, higher user engagement and enhanced agent productivity.
The client was major US financial major dealing in financial, retirement, insurance, and investment services, products, and solutions.
The client's marketing team was facing challenges at three levels. Firstly, the marketing team was manually sending several email newsletters without proper and uniform templates, which also affected quick turnaround of new publications. Secondly, there was no data synchronization between siloed Marketing, Sales, and Service data leading to frequent customer dissatisfaction. Thirdly, the actual process of broker engagement was quite slow as the email newsletters were non-personalized.
We created a solution roadmap that was aimed to implement Salesforce marketing cloud instance as a means to create unified and seamless experiences for brokers and their end customers. Following a collaborative team approach that aligned with the goals of the client, the solution comprised the following:
Our solution approach enabled the client to achieve the following key benefits: