Real-time customer journey enablement
CUSTOMER SUCCESS STORY
Real-time Customer Journey Enablement with Salesforce Journey Builder and Unica Interact
Leverage Salesforce Marketing Cloud capabilities in the financial sector
30% decrease in end-to-end campaign operations
15% increase in customer acquisition through real-time conversion strategies
30% reduction in churn with omni-channel strategies and consistency of messaging
30% decrease in end-to-end campaign operations
15% increase in customer acquisition through real-time conversion strategies
30% reduction in churn with omni-channel strategies and consistency of messaging
Munvo assisted a Canadian multinational financial services company
that provides personal and business banking, investment services, and more. This organization holds customers at the center of their business strategy and are the driving force of this project.
This organization’s goal
was to implement SFMC on top of their Unica Interact to leverage the customer journey capabilities of Salesforce. To do so, Munvo had to determine how to implement customer journey capabilities with the Unica Interact real-time decisioning engine without compromising downstream processes and data integrity.
Munvo leveraged a
hybrid approach
with SFMC and Unica Interact to implement a real-time omni-channel solution. SFMC was used as a channel delivery tool to maintain consistency of delivery management and lead source management. Unica Interact was used as the decisioning tool to maintain the data models used for centralized and simplified reporting.
Munvo enhanced the
experience for the
bank’s customers
with omni-channel enablement from enabled messaging and consistency across channels. Additionally, the solution enabled real-time personalization for email campaigns with engagement across channels to ensure omni-channel marketing presence.
Results
Munvo’s solution allowed the channel delivery process to be brought in-house. The implementation of a hybrid solution allowed for the disbursement of functionalities from the legacy system onto more modern technologies.
reduction in channel
execution costs
ownership and flexibility of
channel strategies
dependencies
cost of technology
and data
flexibility of technology
management
Download the Success Story
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