Challenge

Internal resources at a top South African retailer spent hours a month trying to manually manage and coordinate their loyalty programme data and customer communications. This was a very expensive and cumbersome process. Their loyalty customers would only receive their first communication a week after registration and loyalty member activation. This negatively impacted their customers experience and resulted in very low engagement rates. What they needed was a way to automate their loyalty base communications in near real-time.

Solution

With the assistance from Grapevine, they successfully integrated their SAP CRM with Grapevine’s Marketing Automation orchestration platform, Acoustic Campaign, ensuring Welcome Messages were triggered automatically in real-time when new loyalty members signed up. Now, once registered, loyalty members are automatically added to a 6-week nurture journey, driving engagement and helping this retailer build meaningful and personal relationships with their customers.Grapevine designed, built and implemented this triggered based communications solution, which automatically sends personalised messages to customers via SMS and Email as primary channels.

Benefits

With SAP CRM integrated directly into Acoustic Campaign, this retailer now has a fully automated marketing communication solution, not only saving them over 35 hours per month on internal resource time, but also cementing them as a market leader in the retail space.