The Challenge

Unifying fragmented customer data for personalized experiences.

The automaker had rich but fragmented customer data and technology solutions that led to disconnected channel experiences and siloed personalization efforts. This fragmentation limited the impact of their marketing on key business goals. They needed to unify their data and create a cohesive personalization strategy to deliver connected experiences across diverse customer touchpoints.

The Solution

Building a robust, integrated personalization program.

Credera developed a comprehensive personalization program to ingest, unify, and activate customer data across paid and owned channels. Key initiatives included:

• Building a framework to consistently enable personalization use cases across the MarTech stack, speeding up delivery.

• Implementing Salesforce Data Cloud and integrating it with key MarTech platforms to establish a common customer record.

• Migrating from Adobe Target to Salesforce Marketing Cloud Personalization to streamline and enhance personalization efforts.

The Results

Achieving extraordinary outcomes through advanced personalization.

The automaker experienced significant improvements as a result of the implemented personalization strategies:

• Achieved double-digit improvements across critical conversion metrics.

• Recognized as the number one premium automaker website by JD Power for two consecutive years.

• Launched more than 50 personalization use cases.

• Nearly quadrupled personalized conversions.

• Generated 9,000 digitally triggered offline sales.