Positive Group is now using Marketing Cloud to keep in contact with customers throughout the customer lifecycle. With Journey Builder, the company can automate and personalise communications to seamlessly manage the entire customer journey, from onboarding to post settlement and periodic check-ins.
“One of our main challenges in the past was that we didn’t have an easy way to keep in touch with leads and customers, but Marketing Cloud has completely turned that around. We can now put them on automated email journeys and remarket to them, and also target like audiences on social media using Advertising Studio,” said D’Costa.
The ability to exclude current customers from certain ad campaigns and target them with automated emails instead ultimately helps Positive Group to reduce the cost of marketing while building better customer relationships.
“We can now reach out to customers every six to 12 months and see if there’s anything else we can help them with. And by automating all of this, Salesforce helps us build loyalty and secure more sales from the same customer without having to spend more on advertising,” said Tim Wells, Head of Customer Experience at Positive Group.