Use CaseDigital Transformation

Implementation
Customer Engagement Platform


My client sought to enhance personalization and customer engagement across digital channels.

The goal was to implement an omnichannel strategy to optimize communication, strengthen customer loyalty, and maximize lead conversion.

To achieve this, the implementation of Braze was chosen as the key solution to automate real-time customer interactions, leveraging data to deliver highly personalized experiences.
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Project Execution


As a Project Manager, I oversaw all key phases of the project :
  • Phase 1 - Customer Journey Audit and DefinitionA diagnostic of existing customer journeys was conducted to identify pain points and optimization opportunities through automated and personalized campaigns.
    Benefit: A deeper understanding of customer interactions for greater efficiency.
  • Phase 2 -  Braze Integration and Data Migration I supervised the integration of Braze with the CRM and data ecosystem, ensuring a smooth and structured migration of customer data.
    Benefit: Precise segmentation and optimal audience activation.
  • Phase 3 - Automation and Personalization of Campaigns The implementation of omnichannel campaigns (email, push, SMS, in-app, web notifications) maximized customer engagement with real-time contextual messaging.
    Benefit: More responsive communication and a tailored customer experience.
  • Phase 4 - Dashboard Creation and Performance Analysis I set up dynamic dashboards to track campaign performance and optimize strategies based on data-driven insights.
    Benefit: Decision-making based on clear KPIs to maximize ROI.
  • Phase 5 - Training and Team Adoption A comprehensive training program was conducted to ensure full autonomy in using Braze and optimizing campaigns.
    Benefit: Rapid skill development and optimal platform usage.
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    Results Achieved

    Here’s an overview of the key benefits delivered through this implementation.

    By automating interactions, optimizing audience segmentation, and synchronizing communication channels, the client significantly enhanced customer engagement, lead conversion, and data utilization for more effective marketing campaigns.
  • Advanced Personalization of InteractionsAutomated campaigns enabled hyper-personalization, significantly improving customer engagement and satisfaction.
  • Optimized Conversion RatesPrecise segmentation and real-time triggers led to a notable increase in lead-to-customer conversion rates.
  • Synchronized Omnichannel CommunicationWith Braze, the company unified its messaging across multiple channels (email, mobile, web) to provide a consistent and engaging experience.
  • Enhanced Customer Data UtilizationThe integration of Braze with the CRM ecosystem improved customer data management, enabling more targeted and high-performing campaigns.
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  • Seamless Orchestration of Marketing CampaignsAutomate and personalize your interactions to deliver a compelling customer experience.
  • Data-Driven Campaign OptimizationAdapt your campaigns in real-time with deep behavioral insights.
  • Fluid Integration with Your CRM EcosystemLeverage the full potential of your customer data to boost loyalty and conversion.
  • Braze - negreflorian.com 8.webp

    Implement
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    With over 14 years of experience in digital marketing and
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