Portrait Campaign Manager

Transcript Portrait Campaign Manager

Make every interaction count™

Introduction to Portrait Campaign Manager

Jeff Nicholson, VP Product Marketing Lars Wilhelmsen, VP Business Development USA: 1 866 793 4279 Austria 0800 28 1673 Belgium: 0800 505 60 Canada: 1 866 270 8076 India 000800 100 6558 Republic of Ireland: 1800 944 607 Netherlands 0800 0233 593 Norway: 800 164 90 Spain 900 801 508 Sweden: 0200 125 679 UK: 0808 109 1441 International: +44 20 8609 1476 Access code 131716 #

How to ask a Question

CUSTOMER CONFIDENTIAL

Make every interaction count™

Introduction to Portrait Campaign Manager

Easy, Integrated, Multi-channel Campaign Management

Today

• • •

Common challenges to effective campaigning Characteristics of best-in-class campaigning Campaign management benefits

– get agile, get automated, get personalized

• •

Case study: Real world results Questions & answers

Most Common Challenges to Effective Campaigning

•

Audience:

“Ad-fatigue” among customers results in opt-out and “mental opt-out” • • • •

Operational Challenges:

Multiple, disparate data sources create complexity and incomplete view of customer Campaign setup takes too long and difficult to modify easily once underway Error prone, manual processes for designing and managing campaigns Luke-warm response rates from outbound calling, direct mail or email campaigns • • • • •

Analysis Challenges:

No “single version of the truth” for customer data Difficulty comparing “apples to apples” for campaign ROI across programs Have unsophisticated or sophisticated analytics but difficulty putting results into practice… not linked Difficulty determining true campaign direct impact (incremental vs. incidental) Limited by ‘batch style’ traditional data mining techniques © Copyright 2008 Portrait Software Saturday, May 2, 2020 Page 5

Top Marketing Challenges: External

CUSTOMER RETENTION, ACQUISITION & DIFFERENTIATION GREATER INTELLIGENCE CONNECT CHANNELS CUSTOMER EXPERIENCE

Benefits to Portrait Customers Include

       Manage multi-channel campaigns in one place Automate today’s manual marketing processes Respond faster to customers with event-triggered marketing Define and standardize customer life-cycle best practices Achieve mass personalization of communications Deploy centralized marketing activity tracking and reporting Clear roadmap for extending value of Portrait investment © Copyright 2008 Portrait Software Saturday, May 2, 2020 Page 7

A Complete Customer Interaction Platform

Campaign Manager Campaign Management Analytic Insight Insight Uplift Customer Sales

Your CRM

•Siebel •Microsoft •Salesforce.com

The 1:1 Marketing Concept

Business Channel Customer

Identify Evaluate

Personalize Communicate

360 Degree Customer View, Across All Channels eMail Customer Web Site Direct Mail

Branch & Field Agents SMS

sms

Questionnaire Call Center

Dialog server Customer DB CRM System

No data duplication!

Data Warehouse

From Customer Campaigns

- to Customer Lifecycle

Welcome Package Establish and Build Loyalty Cross sell Important Events Customer Dialog Sales Follow Up (Annual) Dialog Customer Retention Exit Dialog Customer Experience (year) Customer Processes Acquisition Onboarding Loyalty Cross-sell & Up-sell Retention Collections Win Back © Copyright 2008, Portrait Software Saturday, May 2, 2020 Page 11

Multiple Campaign Execution Options

Batch Continuous Event triggered • Customers included either manually or automatically into programs – Respond faster to customer needs and events – Add business agility to respond to market and competitive changes – Free up marketers from resource intensive, manual processes – Ensure consistent, best practice based customer experience © Copyright 2008, Portrait Software Saturday, May 2, 2020 Page 12

Product

• • •

Powerful marketing automation software, designed to empower organizations to increase income through more efficient and measurable marketing activities Easy-to-use Centralized marketing application for:

•

Design

•

Development

• • •

Deployment Monitor Measurement

Built-in Capabilities Include

          Campaign segmentation Marketing campaign automation Email marketing Event-triggered marketing Telemarketing Lead management Dialog marketing Customer data collection Feedback management Customer preference management © Copyright 2008, Portrait Software Saturday, May 2, 2020 Page 14

Portrait Campaign Manager Components Design, Plan, Deliver Dialog Designer Selection Designer Administration & Oversight Customer View Telemarketing Web Message Designer Questionnaire Designer Customer Web Access Marketing Dashboard e - Marketing Report Designer Process Automation Marketing Database

Example: Onboarding Dialog Design

Powerful, Multi-level Campaign Targeting 1 BASIC: Portrait Campaign Manager alone 2 ADVANCED: Self-service Analytics Selection Designer 3 EXPERT: Quadstone “Pro Tools”

A Seamless, Direct Hand off from Analytics…

… to Campaign Selection Manager

New segment is directly accessible

- Ready for your new campaign!

Message Designer

• Create dynamic, highly personalized content for outbound communications including – – –

email Direct Mail SMS

Example: Questionnaire Designer

Integrate Event-triggered Rules

• • • • • Respond faster to individual customer events Automate best practice customer processes Eliminate manual, error prone processes Ensure consistency for customer processes Point & click configuration © Copyright 2008, Portrait Software Saturday, May 2, 2020 Page 23

Marketing Activity Tracking Made Easy

• Built-in report creation & distribution

– Get everyone on the same page

– Role-based access – Wide variety of formats including Word, Excel, Acrobat PDF, web/HTML, BMP, JPG – No additional reporting package is required!

• Gain a single comprehensive view across campaigns & channels – Understand campaign performance and results – Increase marketing measurability and visibility – Create a

“single source of the truth”

to speed decision-making • •

Built-in report distribution facility

Make every interaction count™

CASE STUDY

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Customer Experience

Challenges Before Implementation:

• Manual process for marketing • Not using analytics to drive decisions for campaigns • Vision to treat the customer different during the stages in a life cycle

Decision to Implement:

• Banco Popular e-com first to implement. Treating the online bank customer.

• Results after the first year gave the marketing project top priority for rolling the system out to all 8 million customers and 2200 branches.

Channels in Use:

• eMail • Direct mail • Telemarketing

Time to Implement:

• Campaign Management implemented and integrated with channels in just 2 months

Real World Results:

• Marketing in control of setting up and executing campaigns • Live monitoring of results • Able to run 1:1 communication for their customers • Delivered 3 month ROI Portrait Software proprietary and confidential 2008 February 2008 26

Modular, Best-of-breed Suite for End-to-end Marketing Automation & Optimization

Strategy Development Strategy Delivery

Customer Analytics Population targeting & segmentation analysis

Uplift

FILTER: Laser target “the Persuadables” Uplift next-generation deep targeting Who will actually buy as result of treatment?

Who will buy, even without treatment?

Who will not buy no matter what we do?

Who will churn if treated?

Interaction Optimizer Persuadables targeted via inbound interactions Campaign Manager Persuadables targeted via outbound campaigns Contact Center Web SMS Mail Email Branch

“Always-on Marketing”

Combine with Portrait Interaction Optimizer for “Always on” Marketing Campaigns Outbound-initiated Marketing (via asynchronous channels) Portrait Campaign Manager Convert outbound campaigns into 1:1, event-driven, connected customer conversations – over time Just-in-time Inbound-initiated Marketing (via Synchronous channels) Portrait Interaction Optimizer Deploy event driven, 1:1, “best-next-action” recommendations at the point of interaction

– during the interaction

Real-time Mail Email SMS Web 2.0

Web SlfSvc

Goal is to create a customer engagement

Call Ctr Branch IVR

You ARE engaged

ATM

Selected Campaign Management Customers

Summary

• Significant benefits  Get auditable, get agile, get personalized  Manage multi-channel campaigns in one place  Define and standardize customer life-cycle best practices  Connect to all your customer data, without duplication  Campaign management, email & SMS marketing, integrated survey & telemarketing all included as standard • Proven campaign management solution  Nearly 100 customers in 6 countries, 11 years experience • Highly scalable  1000 – 8.5 million person campaigns • Flexible deployment options including SaaS / hosted, on-premise • Clear roadmap for extending value of Portrait investment © Copyright 2008, Portrait Software Saturday, May 2, 2020 Page 30

The Americas

125 Summer Street 16 th Floor Boston MA 02110, USA T: +1 617 457-5200 F: +1 617 457-5299

EMEA (Headquarters)

The Smith Centre, The Fairmile Henley-on-Thames, Oxfordshire, RG9 6AB, United Kingdom T: +44 (0)1491 416600 F: +44 (0)1491 416601

Asia Pacific

Level 7 15-17 Young Street Sydney NSW 2000 Australia F: +61 2 8004 9600

Asia Pacific

Level 7 15-17 Young Street Sydney NSW 2000 Australia F: +61 2 8004 9600

Questions?

www.portraitsoftware.com

Portrait Campaign Manager

Transcript Portrait Campaign Manager

Introduction to Portrait Campaign Manager

How to ask a Question

Introduction to Portrait Campaign Manager

Today

Common challenges to effective campaigning Characteristics of best-in-class campaigning Campaign management benefits

– get agile, get automated, get personalized

Case study: Real world results Questions & answers

Most Common Challenges to Effective Campaigning

Top Marketing Challenges: External

Benefits to Portrait Customers Include

From Customer Campaigns

- to Customer Lifecycle

Multiple Campaign Execution Options

Product

Powerful marketing automation software, designed to empower organizations to increase income through more efficient and measurable marketing activities Easy-to-use Centralized marketing application for:

Built-in Capabilities Include

Example: Onboarding Dialog Design

Message Designer

Example: Questionnaire Designer

Integrate Event-triggered Rules

Marketing Activity Tracking Made Easy

CASE STUDY

Customer Experience

Summary

Questions?

Directory