Optimize omni-channel campaigns
Challenge
A major retailer had complexity of multiple steps a customer had to complete across different channels in order to take up their new offer. The retailer had siloed teams and multiple analytics and stakeholders involved and lacked a holistic view of the end to end journey, what content was in market and what each person was responsible for in uplifting and setting each new campaign live.
Solution
- Nevam provided an end to end view of the customer experience, step by step.
- Pathways and analytics were documented to showcase each journey variation.
- Nevam identified issues, optimizations and business cases across the customer experience.
- Each item was assigned and tracked for visibility across the business on initiatives and progress.
Results
- Teams had visibility of each others channels for the first time, aligning each team on their channel of responsibility and cutting down meeting times for briefs and updates.
- 40+ insights/opportunities were identified to work on across the business before the next campaign launch.
- $120k saved in one channel alone from an insight caught that would have wasted the traffic to a dead link.
- Hundreds of thousands of traffic was re-directed to a new page in organic search decreasing bounce rates by 60%.
- Business rituals created for more customer centricity aligning to the business OKR’s.
Manage partner and affiliates experiences
Challenge
Large enterprises often leverage partners and affiliates for loyalty programs and lead generation. The complexity is: lost visibility when directing customers to these sites to complete certain steps. This means the brand has no control of the narrative and customer experience coming from partners or going to them. Meaning businesses can’t measure the impact of lost opportunities, only report on conversions.
Solution
- Nevam provides an end to end view of the customer experience, step by step across owned channels and partners where the brands customers exist.
- Content and pathways are visible to understand potential failure points.
Results
- Business now can understand the journey their customers take to and from partners and affiliates to analyze.
- Partners and affiliates can collaborate in one living document to optimize experiences across brands for maximum ROI.
Reduce risk: test end to end experiences
Challenge
Creating a new brand or product in market has thousands of moving parts all happening by different people within different systems. Missing a Terms and conditions, incorrect logo, not updating urls correctly can cost a business millions.
Solution
- Nevam can support a business in mapping every interaction, piece of content and pathway before it goes live to “test” the experience and do final checks and reviews.
- Brands can ideate and plan for new products within the real environment.
- Partners and teams can maintain most up to date versions with live syncs so version history isn’t a manual task.
Results
- Businesses find potential missed flows, content, etc. before they go live, saving the businesses from lost revenue and lead drop offs.
- Hours of manual updating and meeting time decreased from updating and finding the source of truth.
- Better products and brands launched into market.
Reduce risk: Brand and legal governance
Challenge
Brands update terms and conditions, tone, colours and logos often. The time it takes and the operational logistics keeps businesses from uplifting any other part of the experience because the focus needed to update all parts of the customer experience. The legal and loyalty reprocussions of missed T + C’s and disjointed experiences can cost businesses millions.
Solution
- Nevam can tag each piece of content requiring updates to ensure teams have each part accounted for in their delivery.
- Backlog tickets for content updates sync to Jira for development visibility for brand managers.
- Content updated refreshes and shows new changes.
Results
- Each piece on content is accounted for and assigned ensuring nothing gets missed.
- Businesses can update and have visibility for more effective operations.
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