Dell Improves the Site Visitor Experience
Customer Company Size
Large Corporate
Region
- America
Country
- United States
Product
- Demandbase Web Analytics
- Adobe SiteCatalyst
- Adobe Test and Target
Tech Stack
- Web Analytics
- Site Optimization
- Real-time Personalization
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Digital Expertise
- Productivity Improvements
Technology Category
- Analytics & Modeling - Predictive Analytics
- Application Infrastructure & Middleware - Data Visualization
- Functional Applications - Remote Monitoring & Control Systems
Applicable Industries
- Professional Service
- Software
Applicable Functions
- Business Operation
- Sales & Marketing
Services
- Data Science Services
- System Integration
About The Customer
Dell Inc. is a Texas-based technology company known for its innovative solutions in computing and technology services. The company serves a wide range of industries, including healthcare, education, and government, providing tailored solutions to meet the specific needs of each sector. Dell's Public and Large Enterprise marketing team is dedicated to optimizing the digital experience for its diverse customer base. The team focuses on understanding and improving how different verticals interact with Dell's online platforms, aiming to enhance user engagement and satisfaction. With a strong emphasis on data-driven decision-making, Dell leverages advanced analytics and web optimization tools to deliver personalized and relevant experiences to its site visitors.
The Challenge
The Public and Large Enterprise marketing team for Dell Inc, the Texas-based technology company, was challenged with optimizing its website experience for visitors. In order to first understand the behavior of the traffic on the website, the marketing team analyzed visitor feedback and reviewed potential areas to enhance the experience. Through several of these sessions, they learned that visitors from the healthcare, education, and government vertical were encountering issues navigating within the website to access the vertical-specific content. While these metrics were important, the Dell team still lacked insight into the accounts coming to their website, as well as the click paths and bounce rates of those accounts. The team required a solution that would provide them with a more complete picture of their website traffic, by vertical and by account. With this information, the team would have a unique perspective into how different organizations consume information, how to better engage them, and how to reduce site abandonment.
The Solution
The Dell Public and Large Enterprise marketing team evaluated Demandbase Web Analytics as a solution for gaining insight into the composition of their web traffic. The goal was to understand the ‘lost users’ and develop creative to direct the users back to relevant sections of the website. Integration and implementation of Demandbase Web Analytics with Adobe SiteCatalyst and Adobe Test and Target was smooth and enabled the team to quickly realize the impact of the solution. With Demandbase, the team could start segmenting traffic by key company attributes, such as audience and industry. This insight enabled them to understand how visitors interact with the website. They now know where customers enter the site, what pages drive engagement, and what areas they still need to optimize. The team was now able to understand where customers entered the website, what pages drove engagement, and what areas to optimize. They are also leveraging Adobe Test and Target to determine the most effective content on their website so they can create programs to drive audiences to that content. The ability to measure the impact of real-time personalization uncovered areas for further analysis and optimization. The team found that clicks on targeted creative ‘signposts’, which redirected visitors to vertically specific pages, varied by industry and sub-industry. For example, visitors from the Higher Education industry clicked on the creative eight times more than the K-12 segment; visitors from the State and Local government industry clicked on the ‘signposts’ twice as much as visitors from the Federal government segment. The team now plans to further investigate the behavior and optimize content to increase engagement.
Operational Impact
Quantitative Benefit
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