The Challenge

Mitigating data issues and enhancing operational visibility.

A leading media company faced significant challenges, including a lack of visibility into their end-to-end order journey and absence of a platform to swiftly onboard and fulfill new products. Additionally, unenforced business agreements led to delays in tasks and order completions, while unavoidable data issues disrupted automated processes.

Credera was brought in to deliver a unified customer conversation and a channel-agnostic experience to facilitate customer acquisition across our client’s sub-brands.

The Solution

Enhancing customer engagement and retention with Pega solutions.

Recognizing the limitations of their siloed, campaign-based marketing, we leveraged Pega technology to transform their overall approach. By implementing a targeted 1:1 customer engagement platform, we moved away from fragmented efforts to a cohesive strategy that truly resonated with their audience.

Our expertise in Pega technology and deep domain knowledge allowed us to craft a detailed, comprehensive roadmap that ensured a seamless migration. Throughout this process, we collaborated closely with our client to enhance agility and significantly reduce time to market. This transformation not only streamlined operations but also played a crucial role in retaining the organization's valued customers.

The Results

90% reduction in campaign time and improved offer relevance with geo-fencing.

The implementation of Pega’s targeted 1:1 customer engagement platform led to significant improvements across multiple metrics. Real-time, contextual offers were delivered in under 200 milliseconds, dramatically enhancing the immediacy of customer interactions. Additionally, new offers were launched in less than 24 hours, significantly speeding up the time to market and responding swiftly to customer needs.

The streamlined process also resulted in a 90% reduction in campaign time to market, allowing for more agile adjustments and quicker response to market demands. Increased call volume from customers highlighted the improved engagement and relevance of our marketing efforts, whilst geo-fencing technology further enhanced offer relevance by targeting customers with more personalized promotions.

Finally, the setup of Net Promoter Scores was accelerated by 90%, enabling faster insights into customer satisfaction and improving overall customer retention. This comprehensive approach not only streamlined operations for the organization but also significantly boosted customer engagement and satisfaction.