Download - Salmat digital shared
G'DAYTERADATA SUMMIT
STEPPING AHEAD OF THE DIGITAL CURVE.THE SALMAT JOURNEY.
WHO WE ARE
HOW WE'VE
EVOLVED
OUR NEWOPERATING
MODEL
WHAT WE AREDOING
WHO WE ARE
As a leading provider of marketing solutions in Australia and New Zealand, we help businesses deliver the best customer experience across digital and traditional channels.
Salmat enables multi-channel customer experience
WHO WE ARE
www.
Customer path to purchase
Pre-Purchase
Engagement & Acquisition
Campaign Management
Point of Purchase
Conversion
Commerce & Search
Post Purchase
Retention
Customer Loyalty
Customer path to purchase
Across Salmat's core service pillars
Single Customer View
WHO WE ARE
CAMPAIGN MANAGEMENT SEARCH
MESSAGENET DATA
LOYALTY COMMERCE
DESIGN STUDIO
We service over 200 clients across all key market verticals from retail to telecom/utilities.
WHO WE ARE
HOW WE'VE
EVOLVED
OUR NEWOPERATING
MODEL
WHAT WE AREDOING
HOW WE'VEEVOLVED
WE
HA
VE
EV
OLV
ED BECAUSE
CUSTOMERSHAVE EVOLVED
and they expect:
• A single, seamless, well orchestrated conversation.
• Their online world meshes with their offline experiences.
• To be empowered to make well informed, timely choices.
CU
STO
ME
RS
HA
VE
EV
OLV
ED WHAT THIS
MEANS FOR THE MARKETERS:
• They must listen, learn and act quickly (agility).
• They must aggregate and mine for actionable customer data & insights.
• They must execute real time communication that are highly relevant and makes impact.
HAVE YOU ASKED YOURSELF...
• What resources do you have in place?
• How will you act on these insights?
• What tools will you have to help to see it through?
WH
AT
M
AR
KE
TE
RS
N
EE
D
WE EVOLVED FROM BEING CHANNEL CENTRIC...
smswww.
TO BEING CUSTOMER CENTRIC
sms
www.
REAL TIME INSIGHTS:
• interactions
• preferences
• behavioural
• predictive
WHO WE ARE
HOW WE'VE
EVOLVED
OUR NEWOPERATING
MODEL
WHAT WE AREDOING
OUR NEW OPERATING MODEL
• Agree strategic goals, scope, deliverable + outcomes.
• Deep dive on available data
• Map customer lifecycle to the goals and outcomes
• Define the programs in detail (onboard/ re-engage/ best channel)
• Define the content required for each program & campaign
• Build and test templates
• Build preference centre
• Create data connections
• Implement programs
• Review performance metrics
• Optimisation of programs
• Plan future programs & channel connections
discover define build & test
report& review
our approach
SALMAT INFLUENCE™
SOPHISTICATIONVAlue ADDeD serVices: QUICKSTART ONBOARDING PROGRAMME & OPTIMISE REVIEW SESSIONS
ACTIVATE
BROA
DCA
ST
AUTOM
ATEIN
TERACT
AD
VO
CATE
>>>>>>>>>>>>>>
>>>>>>>>>
>>>>>>>>>>>>>
>>>>
>>>>
>>>>
>
>>>>
>>>>>>>>>>
DATAA ATT BASE
ACQUISITION
BATAA CH
&BLA
ST
AUTOMATAA
ION
MARKETING
OFFERS
REAL-LL TIME
REF
ERRA
LM
AR
KET
ING ACQUIRE
ENGAGE
AD
VO
CACY
& RETAIN
hYgiene enrichMent AggregAtion rePorting & insights
coMMerce & seArchcAMPAign
MAnAgeMent custoMer loYAltY
TARGET & MERCHANDISE
SEGMENT, TARGET& GROW
RETAIN & ENGAGE
DA
tA s
erV
ices
cleAnse& enrich
AggregAte & MAnAge
rePort & AnAlYse
SINGLECUSTOMER
VIEW
SINGLE VIEW Of CUSTOMER, pRODUCT, pURCHASE & TRANSACTION HISTORy
SINGLE VIEW Of CUSTOMER, COMMUNICATION & RESpONSE HISTORy
SINGLE VIEW Of CUSTOMER, LIfETIME VALUE, NpS &
REWARDS
CUSTOMER JOURNEY MAPS
PRE-PURCHASE
WE
BE
MA
ILS
OC
IAL
ME
DIA
DIR
EC
T M
AIL
PURCHASE WELCOME & ENGAGEMENT ADVOCATE
MarkThe returning Tradie
JenniferThe new customer
JohnThe upsell candidate
M 29 SOLE TRADER F 38 OPS MANAGER M 55 OWNER OPERATOR
Mark searches ‘hire products’
He signs up with Coates Hire
Welcome email received
Newsletterreceived with an
offer. He clicks on a display ad
He receives a special offer
via mail
He goes to a preference centre
and creates a shortlist
Redeems offer from mailing
He shares the offer on facebook
opens email but doesn’t click
WHO WE ARE
HOW WE'VE
EVOLVED
OUR NEWOPERATING
MODEL
WHAT WE AREDOING
WHAT WEARE DOING
LEADING DEPARTMENT STORE
coDenAMe: roYAleRoyale is looking to:
• Present offers at point-of-sale and online, based on recency and frequency attributes across purchasing, preferences and behavioral information.
• Send highly targeted, multi-channel messages.
• Achieve its ultimate goal of keeping customers in-store and increasing share of wallet.
“As a loyal customer, I expect Royale to reward me with the most exclusive offers on the brands and products that are of most interest to me whilst I’m in their store or on their website.”
CASE STUDY
THE SOLUTION
SCV
single-custoMer VieW
An integrated marketing database
with an extended 360º view of all customer
touchpoints
cAMPAign MAnAgeMent
The setup & automation of multi-channel campaigns
based on predefined segments & customer
profile
rePorting & insights
Use of COGNOS to enable interactive
dashboard and drill down reporting of
campaigns in real-time
reAl-tiMe interAction MAnAger
(rtiM)
Integration with POS and Merch.
management system to enable data capture & real-time offer delivery
to FinD out More:DENISE TUNGDIRECTOR, MARKETING SERVICES
T. +612 8783 2686 E. [email protected], Level 3, 116 Miller Street, North Sydney, 2060
THANK YOU