Maximizing Salesforce Investment for a Top US Financial Client Study... · Maximizing Salesforce...
2
Maximizing Salesforce Investment for a Top US Financial Client CASE STUDY Synopsis 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. About the Client The client was major US financial major dealing in financial, retirement, insurance, and investment services, products, and solutions. Business Challenge 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. Our Solution 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: ● Content Syndication was leveraged to pull Data from Drupal content management system to Marketing Cloud ● Salesforce Marketing Cloud connector was configured to eliminate manual data extraction ● Newsletter templates were created using Email Studio and Marketing Cloud Automation Studio was configured for personalized newsletters ● Broker-specific email personalization was done for more than 200 broker/dealer brands through development of AMPScript to dynamically generate specific branding ● Lightning based solution provided 360 view of customer information to the advisors. It had highly intuitive UI with dynamic filtering and sorting capabilities Delivering Value Our solution approach enabled the client to achieve the following key benefits: ● Up to 30% gain in agent productivity with 360 view of customers ● 10-15% increase in click through rate of personalized newsletters ● Higher upsell opportunities and proactive customer service ● Up to 25% faster broker on-boarding on marketing platform ● Interactive elements allowed the advisors to drill down, self-serve, and analyze information
Transcript of Maximizing Salesforce Investment for a Top US Financial Client Study... · Maximizing Salesforce...
-
Maximizing SalesforceInvestment for a Top USFinancial Client
CASE STUDY
SynopsisThe 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.
About the ClientThe client was major US financial major dealing in financial, retirement, insurance, and investment services, products, and solutions.
Business ChallengeThe 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.
Our SolutionWe 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:
● Content Syndication was leveraged to pull Data from Drupal content management system to Marketing Cloud
● Salesforce Marketing Cloud connector was configured to eliminate manual data extraction
● Newsletter templates were created using Email Studio and Marketing Cloud Automation Studio was configured for personalized newsletters
● Broker-specific email personalization was done for more than 200 broker/dealer brands through development of AMPScript to dynamically generate specific branding
● Lightning based solution provided 360 view of customer information to the advisors. It had highly intuitive UI with dynamic filtering and sorting capabilities
Delivering ValueOur solution approach enabled the client to achieve the following key benefits:
● Up to 30% gain in agent productivity with 360 view of customers
● 10-15% increase in click through rate of personalized newsletters
● Higher upsell opportunities and proactive customer service
● Up to 25% faster broker on-boarding on marketing platform
● Interactive elements allowed the advisors to drill down, self-serve, and analyze information
-
For more information, contact [email protected]© 2020 Coforge. All rights reserved.Coforge is a leading global IT solutions organization, enabling its clients to transform at the intersect of unparalleled domain expertise and emerging technologies to achieve real-world business impact. The Company focuses on three key verticals: Banking and financial services, Insurance, Travel and Transportation. This domain strength is combined with leading-edge capabilities in Data & Analytics, Automation, Cloud, and Digital. With over 10,000 employees serving clients across Americas, Europe, Asia, and Australia, Coforge fosters a culture that promotes innovation and constantly seeks to find new yet simple ways to add value for its clients.Learn more about Coforge at: www.coforgetech.com
Stay connected:
The implementation of Salesforce Marketing Cloud helped in delivering personalized customer experiences based on user journeys and user engagement. To address complex marketing use cases, our experienced project team came up with some very innovative ideas and design that helped in smooth and timely delivery. Our Salesforce Marketing Cloud expertise and domain knowledge (BFS) was a key differentiator.
The Coforge Advantage
mailto:information%40coforgetech.com%20?subject=http://www.coforgetech.comhttps://www.linkedin.com/checkpoint/challengesV2/AQH4HdElUzwQYwAAAXOhaRFkMgSOeeFs5ikjeqkBEJRyxa-VVNlX-xYB7ycWO8qAgnjHiFSdQQ74_1-ROSxakggPaFGGzMV8Oghttps://www.facebook.com/niit.techhttps://twitter.com/NIITTechhttps://www.youtube.com/user/niittechnologiesltd
