For nearly three years Cartrawler has relied on the Salesforce Marketing Cloud to coordinate B2C email campaigns and customer engagements. But despite their success, Cartrawler suspected they were only scratching the surface. When it came to maximizing the potential of Marketing Cloud, they didn’t know where to start.
“The question I used to dread getting from my boss was, ‘is our customer database growing or shrinking, and by how much?’ It was a question I couldn’t really give an answer to at the time,” remarked Glen Lowis, Head of CRM at Cartrawler. “We really believed in the technology behind our Marketing Cloud, but we didn’t have it configured properly for certain metrics and couldn’t get the answers we needed.”
For help, Cartrawler turned to their Premier Success Plan. Their Success Manager worked with them, one-on-one, to understand their needs and develop a clear, long-term strategy for success.
“We used to be the ones asking questions about how to improve our Marketing Cloud platform or fix specific issues,” Lowis said. “But once we started working with our Success Manager, they started asking us questions about our goals and needs.”
Once Cartrawler’s needs and goals were clear, their Success Manager recommended Marketing Cloud Accelerators: unique, goal-oriented, targeted engagements designed to help customers achieve specific results with their platforms. The Accelerators were led by an Accelerator Success Specialist, a Salesforce expert who could provide specific recommendations and implementation support.
“Our Accelerator Specialist wasn’t trying to sell us anything,” Lowis added. “They wanted to know what we expected out of our platform and how their expertise could help us.”
Ultimately, Cartrawler took advantage of three different Accelerators: one each to improve reporting configuration management, information extraction, and email segmentation. And each time, their specialist made sure Cartrawler’s team understood the best practices, configurations, and latest improvements for their platform.
“At first we were skeptical because our Accelerator Specialist recommended accelerators on tools we already used. But then we saw features we didn’t even know existed and realized the accelerator’s value,” added Lowis. “Our Accelerator Specialist also showed us how we could improve our automation practices. We knew these tools existed, but they showed us how to use them more effectively.”
After each Accelerator, Cartrawler applied the newly-learned best practices across the rest of the platform. Each Accelerator taught Cartrawler valuable lessons about how to better manage reporting, track information across its Marketing Cloud, and leverage it into more effective email campaigns.