Summary
We had high quantum of leads that were not contactable and sending brochures and project-related information was a manual process, leading to a sub-standard customer experience. This was identified via data analysis and customer feedback collected as part of C-Sat surveys in FY 2022-23. Hence with an aim to drive powerful lead generation and customer acquisition campaigns while capturing leads in Salesforce, we undertook various technology-enabled measures to enable faster information sharing/ reducing marketing cost and streamline the overall customer journey.
Challenge
The essence of this innovation is to automate marketing processes by leveraging the Salesforce platform and AI technology built into Salesforce. The top areas of impact are: 1) Reduction in non-contactable customer % from 48% to 22% 2) Inflow of 1775 leads & 95 additional qualified leads successfully retrieve via SMS & Email automation 3) Revenue gains of 3 Crs between Apr 2023 to Oct 2023 via SMS blasts 4) Increase in Customer Satisfaction Scores from 77% in FY 2022-23 to 85% in H1 of FY 2023-24
Objective
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Strategy
Data
Artificial Intelligence in Marketing
Solution
Best AI-Powered Marketing Strategy
Results
Customer Centria
