kayakplus
DESCRIPTION
TRANSCRIPT
KayakPlus Dialog marketing tool seamlessly integrated with Kayak Subscription System
Copyright © Steeri Oy 2012
• Query tool which enables multiple data sources to create and maintain customer care actions. Integrate Customer DW, circulation system and customer care actions to one UI to make marketing targets
• Service contains ready made direct channels to email and SMS marketing. User friendly UI to manage customer care models and actions. All message tracking, bounce management and testing included in service. Easy to adopt, easy to use.
• Content management and survey tool integrated to KayakPlus enables making of personalized emails, banners, campaign pages and customer surveys directly connected to Kayak customer data.
• Reports and analysis of KayakPlus integrated and at your use.
Two way customer dialog in real time interaction with Kayak
• All customer actions in circulation system or CRM can be triggered to start customer care actions at KayakPlus Dialog– Address change notification, temporary address change notification, order confirmations, subscription
suspensions,… Bring upsell to each action to customer• All customer care actions can be seen from Kayak customer details• Each Kayak Target group is in customer care use to multiple channels
– Dynamically actions to send feedback survey to customers who has order new subscription 14 days ago• Create customer care tasks to Call Center users both inbound and outbound
Copyright © Steeri Oy 2012
KayakPlus Dialog
KayakPlus 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
Personalized Web service call• Order confirmations• Automatic alerts• Triggered changes• Subscription changes
• Direct activities history• Completed tasks
Web Portal
Web Portal• Service ordered• Link clicked• Login to web portal
Launch service
Inbound Response
Triggers launched from any system
Copyright © Steeri Oy 2012Customer DW
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KayakPlus Dialog & Customer DW
KayakPlus Dialog query tool gives possibility to bring multiple data sources like Customer DW database to marketing targeting useSee in action: http://www.youtube.com/watch?v=Ng0gr7sDmBY
Copyright © Steeri Oy 2012
Real Case: Offer subscription process
Copyright © Steeri Oy 2012
Real Case: Offer subscription process
Offer
Time
Order confirmation
Order subscription
End process
No
YesInvoice
customerWait 14 days
and ask feedback
from customer
30 days before subscription ends make a follow-up
offer
Follow-up order
Send invoice to customerActivate subscription
End process
Yes
Send notification message 2 days
before subscription ends
No
End process
• Customer clicks email link to activate subscription
• Answers ‘Yes’ to SMS• Answers ‘Yes’ to Call-out• Reacts to printed mail and order
Target customers based on Customer DW segmentation rules: Inactive customer without subscription Check what is
the problem
Bad feedback
Copyright © Steeri Oy 2012
Steeri OyTammasaarenkatu 5
00180 HelsinkiTel. 010 217 6430Fax. 010 217 6420
Email: [email protected]