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Improved marketing campaigns and increased customer digital engagement for a cleaning services provider
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Household services
Industry
The company has been providing cleaning services in the market for over 25 years and has a fast-growing business in 7 cities in Sweden. The main areas of operation include cleaning, moving, and gardening. The company's motto is to simplify people's everyday lives by offering various services in their homes. The company has a workforce of 2000 employees.
Client
  • Marketing Cloud
  • Email Studio
  • Mobile Connect
  • Mobile Push
Salesforce Solutions
  • Different communication channels
  • Necessity to activate SMS notification for transactional messages
  • Necessity to activate push notifications
Challenges Outline
>2 years
Duration
1 Salesforce Marketing Cloud Consultant
Vimera Team
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Business Goals
  • Increase customer engagement
  • Increase sales through marketing campaigns
  • Increase customer loyalty
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Challenges
Solutions
The client is implementing Marketing Cloud. They want to use different communication channels for transactional and marketing purposes. Before, the main communication channel was the email channel, sometimes they have sent marketing SMSs as well. The client wants to increase the usage of SMS channel and add a possibility to send transactional SMSs.

Recently they have developed a new mobile application, and now they want to start to utilize push notifications. There is also an additional requirement to have an overview of all the sent communications to every customer in Salesforce CRM that will help sales agents and customer support team deal with the requests.
The Vimera team set up Mobile Connect to listen to SMS responses from customers. Now the client can collect and process customer replies when it is necessary or even has some kind of SMS conversation. Marketing SMSs became more personalized (AMPScript is used).

Custom solution was developed for managing transactional SMS send outs because standard keyword logic doesn’t cover this.

We set up Mobile push. Now the new application app is connected to Marketing cloud instance, and once a customer registers in the mobile application, his/her device is automatically added in Marketing cloud. The client can send different types of pushes, from the simple ones containing only the text to rich push notifications with images, buttons and links.

All the 3 channels, Email, SMS and Push, are connected to each other by a single contact record what means there are no duplicates in Marketing cloud that can be caused by setting up a new communication channel. Every customer has a single contact in Marketing cloud, and we can use all the types of communication in one journey. It allows marketers to choose a right channel at the right time.

The Vimera team set up the full overview of Marketing cloud send outs in Salesforce CRM as well. All the sent emails are automatically saved in Salesforce CRM in Individual Email Results (related lists on Contact and Lead objects), this is a standard logic. New objects and related lists were created for SMSs and pushes. When SMS and push send outs occur, necessary data is saved into these objects (AMPScript is used). Our developers created a new component where they combined all the information about all the send outs for every customer and put it on the record page.
SMS

Email

Push notification
2
3
1
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Results
Improved marketing campaigns.
Marketers can deliver the right content via the right channel at the right time.
Increased productivity.
Sales agents and customer support team deal with the request faster and more successful.
Increased customer digital engagement.
Customers can choose where and when they want to receive marketing communications.
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Testimonial
We hired Vimera to help build a strong and capable cross-functional Salesforce team. Our goal was to have teams that could manage the Salesforce backend for an Employee app, a Customer app, and a web page, as well as a scheduling and dispatch system within Salesforce. We are satisfied with the development teams capabilities in Salesforce development and Marketing Cloud competencies. They have helped us build a better platform continuously and continues to be our near-shore partner.
Daniel Embretsen
CRM Manager
Household Services Company
Stockholm, Sweden
Discuss your task with our team
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