Marketing Automation

Customer signals go unanswered without automated communication workflows

Every customer interaction generates first-party data revealing valuable behavioral insights, but most businesses struggle to translate these into effective customer communication. Some of the challenges we help our clients solve include:

• —How do we shape our workflows to ensure every customer receives personalised communication, without relying on manual and repetitive processes?
• —How do we use our first-party data to identify where customers disengage in the customer journey, and close those gaps with automated communication workflows that keep customers engaged?
• —How do we scale our marketing automation setup as customer volume grows, without increasing complexity?

How we build and scale marketing automation software for our clients

Automated communication workflows only succeed if they are built on a clear understanding of how the business acquires and retains customers. Delivering the right automation therefore follows a structured path, from mapping the journey to sustaining the workflows after launch. Work we typically do with our clients includes:

1. 01Assessment of the current customer journeys and communication workflows, using the organisation's first-party data to identify where customers disengage from the business and where the greatest opportunities for automation lie.
2. 02Building a roadmap that prioritises which automated workflows to develop first, based on impact and feasibility, and translating this into a concrete business case.
3. 03Specifying and designing each automated workflow in detail, translating the prior findings into the triggers, content, and logic that shapes development.
4. 04Developing, testing, and implementing the automated workflows, while adapting the internal processes of the organisation to support automation at scale.
5. 05Providing a hypercare period following launch to closely monitor performance and resolve any issues.

Deliverables structured around your customer journey insights

We deliver concrete outputs that turn customer insights into automated communication workflows that scale with the business. Here is what we deliver:

• An overview of the current customer journeys and existing communication workflows, built on the organisation's first-party data to identify the gaps and opportunities where automation can make the greatest difference.
• An impact assessment and business case that quantifies the expected uplift in engagement from closing the gaps, and the operational efficiency gained from automation.
• A clear roadmap that prioritises the automated workflows on their impact and feasibility, while laying out the process for developing and implementing them.
• A portfolio of fully customised and scalable automated workflows, covering the customer journey end to end, with ongoing reporting to track their performance.