TTI fast tracks launch of community to create 1:1 customer journeys
Product innovation is in TTI’s DNA and it has the market covered for power tools, outdoor power equipment and floor care. It’s portfolio of industry leading brands range from Milwaukee, RYOBI, AEG and VAX.
Today, the biggest challenge for the Australia and New Zealand business is helping its customers by delivering the right information through the right channel at the right time.
Community set to transform engagement
Like many organisations, TTI is shifting its mindset from a product focused business to a customer focused one. Its first major milestone is a new customer community centered on the RYOBI brand. Built and launched on Salesforce Community Cloud, the community – dubbed MY RYOBI – is an essential starting point for more personalised customer journeys.
Customers visit the community to register new products within 30 days of their purchase to receive a free extended warranty. RYOBI then use the information provided to tailor service and advice based on the customer’s online toolbag.
Currently, the personal and product information provided at registration triggers a series of automated emails sent via Marketing Cloud. These emails welcome customers to the MY RYOBI community and offer tips on using and maintaining their products.
Perera said the capabilities of the community will evolve over time as will the way the business leverages customer data. “The data we now have combined with the predictive intelligence offered by Salesforce will help us to better understand our customers and create more personalised experiences. For example, we will be able to send tailored communications based on the customers’ toolbag. We’ll also be better equipped to pursue cross selling opportunities and influence customer purchases.”
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