Offering a Seamless Customer Experience to 16,000 customers

Project overview

Implementing Marketing Automation Marketo (integrated with SugarCRM) to interact, track and deliver a truly personalised experience for 16,000 customers.

Industry: Financial services

Location: Tamworth, Australia

Challenges

  • Capturing all relevant member and interaction data accurately
  • No system integration – separate email and SMS systems were not integrated with other systems
  • Only about 10% of enquires lead to a sale with no data to explain why this was happening or how to improve the conversion rate

Solution

  • Marketing automation and CRM strategy consulting
  • Implement Marketo and integrate with SugarCRM
  • Develop and build automated campaigns
  • Marketo training

Results

  • Total systems integration
  • Interacting, tracking and delivering personalised solutions to 16,000 members
  • Member experience digitised
  • Increase in leads
  • Single view of the entire Member journey
  • Consistent sales process that contains all the information in one place
  • Run automatic campaigns based on data-triggered events
  • Offer more personalised information to members at each step of their journey