Bespoke CX:
An E-Commerce Success StoryCustomer Delight

Tech Challenges

This e-commerce company had already invested in Salesforce Marketing Cloud.

However, the marketing team still struggled to get a handle on customer journeys. Most importantly, the client wanted more insight into performance, such as customer engagement metrics. That’s how the need for a partner arose; this e-commerce business still needed to unlock the full potential of Marketing Cloud.

The A360 Approach

At Accelerize, we pride ourselves on being a true strategic partner. We reviewed the current tech stack, listened to the client’s goals, and pinpointed the necessary improvements.

MC Personalization

We built personalized customer journeys with responsive landing pages. This way, the website experience feels bespoke, with pages adapting to whether a customer is returning or new. 

MC Data Cloud

The purpose of this implementation was to unify customer data in one place. We also provided the client team with hands-on training so they can make the most of their data. 

Loyalty Journey

We created a customer journey for cementing loyalty post-purchase. Now, Salesforce is configured to automatically check payments, shipping info and CSAT scores as well as send coupons in the right scenarios. 

Wins

Personalization

As the website is tailored to customer experiences, it’s more likely to increase conversions.

Process Simplification

It’s easier to follow up with customers when the company already has their measurements on file and easily accessible.

Time Savings

Thanks to automation, the team slashes manual back-and-forth, allowing them to be more efficient.

What’s Next?

This e-commerce company values a modern approach to CX, so they will continue to invest in their technology. The next milestone on that journey is most likely a partner portal.