Monica Vinader Leverages Cyclr for Enhanced Customer Experience
公司规模
200-1,000
地区
- Europe
国家
- United Kingdom
产品
- Cyclr
技术栈
- Google BigQuery
- My SQL
- FTP
- Campaign Monitor
实施规模
- Enterprise-wide Deployment
影响指标
- Customer Satisfaction
- Productivity Improvements
技术
- 平台即服务 (PaaS) - 连接平台
适用行业
- 零售
适用功能
- 商业运营
- 销售与市场营销
服务
- 系统集成
关于客户
Monica Vinader is a global demi fine jewellery brand that has been established for over 12 years. They are a tech-enabled business with a strong online presence and retail stores operating globally from Singapore, the US, and the UK. They offer a full retail experience, across online and in-store, which has led to rapid growth leveraging new omni channel experiences to their customers wherever they engage with them. The importance of the online arm of the business has led to it becoming their largest channel, due to the pandemic, fuelling their search to provide more advanced, high-touch experiences to their users. Harry Speedy is the Head of Product and Data at Monica Vinader, overseeing their e-commerce strategy, product team, and data analytics.
挑战
Monica Vinader, a global demi fine jewellery brand, was facing a challenge in handling integrations. As a data-driven and tech-enabled company, they were focused on optimizing their customers' experiences as well as their own operational processes. However, their existing method of handling integrations was proving to be inefficient. They were using marketing automation software or using their resources to maintain their systems, which resulted in long waiting and development time. Their initial problem was that they were replatforming their CRM email tool and needed a method to address the abandonment email use case. They needed to find a solution to help solve this; whether it was a separate vendor, such as a marketing automation tool, an off-the-shelf product where JavaScript code was added to their website, building it themselves with their own development team, or see what is on the market in terms of toolkits for building flows to manage data pipelines.
解决方案
Monica Vinader leverages Cyclr to help them exploit, speed up and save resources in their projects. The abandonment flow was the first use case onboarded with Cyclr. The team soon found the toolkit to be really useful for some of their other processes. Now they use Cyclr in a variety of different ways. For instance, when they are building a new relationship with a paid media agency, where they need to share some of their customer data with them, they do an FTP transfer via an automated process with Cyclr. Recently, they started using Cyclr to send out WhatsApp communications to their customers. These provide notifications and updates on their orders. They found that building the integration workflow was quick and easy. Using the Freshdesk Connector allowed them to automatically send WhatsApp messages to their customers via Freshdesk. Using Cyclr meant they could improve customer experience in both their online and in-store presence.
运营影响
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