Kayak+• = Two way Customer dialog in real time interact with Kayak

– Service which contains ready made direct channels to email and SMS marketing. It gives user friendly user interface to manage Customer care models and actions. All message tracking, bounce management and testing are included to service and easy to use.

– Content management and survey tool integrated to Kayak+ gives user easy possibility to make personalized emails, banners, campaign pages and customer surveys which are directly connected to Kayak customer data.

– Use and integrate reports and analysis of Kayak+

Why Kayak+• Bring all customer events to be part of customer care

– Personalized visualized order confirmation contains other steps like feedback survey or upsell email– Offer additional services based on customer data more dynamically. Customer Care models like:

• Offer renewal of subscription month before end date

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From tracking past communication Towards planning and managing future dialogue

Why• Allows you effectively plan and manage your customer communication• You can analyze planned communication to

– Detect too much planned in too short period of time

and– Detect too few or none events for specific customer segments (or individuals)

• Business decision makers have time to define how to react: – Plan and add new communication for missing segments and – Restrict / prioritize / schedule in case of too much planned communication

How it helps• You can use planned and visible communication tasks as part of criteria for creating new tasks• You can use reports to find too little or none communication planned• You can use Dialog’s Conflict Manager for detecting too much communication and deciding what to do

Copyright © Steeri Oy 2012

Kayak+ Dialog Architecture

All customer data from multiple data sourcesin one hierarchy view

Task: Book meeting

Task: Call-out

Personalized SMS

Personalized Email

Survey/ Feedback / Invitation form

Create and export printed mail list

Create and export call list

Direct activitiesWeb solution to manage customer care:

• Dynamic Customer care models and Task rules• Query tool and Target groups• Content Management• Segmentation• Event management• Customer analysis• Activity launch to multiple channels

Tasks to operative CRMKayak CallCenter

Personalized web banner

Personoitu Web service palvelupyyntö

• Order confirmations• Automatic alerts• Triggered changes

• Direct activities history• Completed tasks

Web Portal

Web Portal• Order service• Link clicked• Login to web portal

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Steeri OyTammasaarenkatu 5

00180 HelsinkiTel. 010 217 6430Fax. 010 217 6420

Email: info@steeri.fiwww.steeri.fi