Marketing Cloud for Consumer Service

Problem

The Client needed to migrate the client approach process automatic and wanted to set an error free communication with direct clients. The Client’s current customer approach process was not fit for purpose, there was a requirement of a new automatic process for customer communication, leads segregation, multiple ways approaches, reporting and avoid manual task for the team. These such challenges increasing to an unmanageable level for support team and volume was anticipated to grow exponentially.

Solution

• Delivery of a configured Salesforce Marketing Cloud
• Content Fetching process with a schedule to collect from every possible data
• Use of Marketing Cloud Connect
• Automated lead nurture journeys, via Journey Builder and web-to-lead
• Lead Filtration process region wise
• Integration to Social media platform (Facebook lead forms) via Lead Capture for Salesforce

Implementation

1. Automation Studio

• Step 1 = Fetch Data using Third party tool
• Step 2 = Data Filtration (SQL)
• Step 3 = Initiate Customer journey

2. Customer Journey

• Connect with Customer Via Email
• Open Communicated to the customer and keep a track of complete process with a proper end to end reporting
• Not Checked -Shoot an email to Customer but yet not checked by customer than jump to Mobile communication and shoot a message
• Mobile Updated to the customer by Mobile if truly reported to the system if not then jump to Direct Mail

3. Direct Mail -If all communicated not worked than automatically scheduled a direct mail option on customer’s address

Impact:

Mangalam worked with the client to develop an enhanced system where any client can build a great customer journey for its customers using Salesforce Marketing Cloud. Set a proper reporting system using Automation Studio of Marketing Cloud, and migration of content from a legacy system and set up a communication studio with Email / Mobile & Direct mail availability.