Sky-high Personalization: Customer-centric Marketing Automation for a European Airline

Business Needs & Challenges

Our client, a leading airline, was struggling with a cumbersome email marketing process. Their reliance on manual mailers was not only time-consuming and error-prone, but it also limited their ability to deliver a truly personalized customer experience. Additionally, the ever-increasing volume of data was causing query timeouts within their existing Marketing Automation platform. This combination of factors hindered their ability to effectively engage with customers and maximize campaign ROI.

Benefits & Outcomes

• 90% reduction in manual process due to Marketing Automations
• 20% open rate for email campaigns due to personalized emails as per customer preferences
• Personalized email campaigns and multilingual support led to a significant improvement in customer satisfaction and engagement.

Our Solution Approach

Through innovative automation, we transformed the time consuming, error prone manual processes to automated and personalized journeys elevating the customer experience.

• Marketing Cloud Automation Studio: We configured Automation Studio to automate the sending of personalized mailers based on customer data and preferences. This eliminated the need for manual intervention and ensured consistency across all communications.
• Query Activity Optimization: We conducted a thorough query activity optimization process within the Marketing Cloud platform. This involved identifying and addressing bottlenecks that were causing query timeouts, resulting in a significant improvement in data processing efficiency.
• Journey Builder for Multilingual Support: We implemented Salesforce Marketing Cloud’s Journey Builder to tailor email campaigns to the customer’s preferred language. This allowed for targeted messaging that resonated more effectively with a global audience.