Our advisory team of CX strategists and technical experts will help you get the most value out of your customer base.

We are experts on the leading tech platforms. Gold Microsoft Data and Analytics Partner, Gold Microsoft Cloud Platform Partner, AWS Select Partner, Salesforce Partner.

We can help you to:

• Design effective personas. Firmly rooted in your customer data using top-of-the-line ML models, or based on industry heuristics, if data is not yet available.
• Prioritise & design journeys. We identify the types of automated campaigns that will have the highest impact in your context. We then design the flows in detail, ready for implementation.
• Contact base expansion strategy. We help you to maximize the number of customers that are contactable, consented, and that have a complete profile.
• Strategic CX optimisation. Mapping the wider customer journey to understand where there is friction in the customer experience and how it can be resolved.

When the time comes to set up or modernise your CRM ecosystem, we got you covered every step of the way.

[Design] Selecting, architecting, costing (CapEx + OpEx), and roadmapping the best CRM platform for your business.

[Build] Setting up a secure, cost-effective & cost-controlled, omni-channel CRM platform. This includes all the necessary data integrations, as well as consent and bounce management. We are certified partners of best-in-class tools: Microsoft Dynamics and Salesforce.

[Operate] A CRM Ops team (yours, ours, or hybrid) will run on an ongoing basis:

• Setup, maintenance, and execution of automated journeys and flows as well as ad-hoc campaigns.
• Tactical CRM optimisation: A/B testing, applying best practices, day-to-day campaign monitoring.
• Report on campaign performance and your customer base.

Analytics is our bread and butter. Our highly experienced and certified team of Data Scientists and BI Engineers is ready to make you an AI-driven marketing organisation.

Customer Analytics. Data-driven customer personas and actionable behavioral indicators will drive your communications with maximum impact.

• Customer metrics such as descriptive statistics, flags, classifications, and calculated features (e.g. age) make targeting consumers and personalising messages a piece of cake!
• Machine Learning algorithms such as churn prevention, customer clustering, and Next Best Action selection make your campaigns as effective as they can be. More details are available in our Advanced Analytics offering.
• Our BI engineers can provide you with state-of-the-art interactive dashboards for more customer insights.

Campaign analytics. Use data science to continuously monitor and optimise your campaigns. We offer:

• Best-in-class PowerBI or Tableau reporting of your campaign engagement data, far superior to the reporting offered by a typical CRM platform.
• Advanced post-hoc campaign data analytics. Understand which campaigns had the biggest impact and why.

Analysing your customer and campaign data shouldn’t be a one-off exercise. Our team can maintain and improve it continuously. We can put your models in production ensuring they deliver maximal value at any time.

Gather all your customer data in one place. Clean, combine, and enrich for maximum value. Our Data Engineers and Developers can support you end-to-end.

[Design] Selecting, architecting, costing (CapEx + OpEx), and roadmapping the best CRM platform for your business: modern, maintainable & future-proof.

[Build] Setting up and developing the necessary Microsoft Azure, AWS cloud or hybrid infrastructure.

• Automated ingestion and distribution of customer data
• Reporting & BI infrastructure
• Analytics & MLOps infrastructure

[Maintain and Expand] We can set up a team of people to monitor and improve the system. Change is the only constant. We’re there to add new data and new features.

In our years of experience, we’ve seen it all when it comes to data quality.

We have identified the following key services that many of our customers need:

• Data cleansing and deduplication.
• Data quality validation on an ongoing basis and across integrated systems.
• Data Governance consulting: getting the skills, processes, and accountability in place to maintain a high data quality at any point.
• Data Unification across sources of similar data, e.g. multiple sources of customer profiles and updates, or offline and online purchase transactions.
• Customer Data Enrichment such as email bounce prevention, Do Not Call registry checks (aka Robinson lists, Law 11), or completing location data.
• Event triggering where we combine data from diverse sources (data that doesn’t exist in one place anywhere else) to trigger custom events used by your CRM or loyalty systems.

Many of our customers have questions up-front about the level of investment they will need, the returns they can reasonably expect, and the factors that will lead to success or failure.

We help to build a business case for a data-driven CX ecosystem in your specific situation, using specific processes we have developed:

• Assessment of your needs, current (if any) CRM/Service/Sales estate, current customer data estate, skills and data governance processes within your organisation.
• Success factors and KPIs
• Selection, architecting, costing (CapEx + OpEx), and roadmapping of the platforms you will use
• Estimation of the expected returns based on your business parameters and industry heuristics

A CRM ecosystem is not a one-off project. It is a long-term capability that will deliver returns year after year, and will constantly be evolving and improving.

We aim to be your long-term partner in this endeavour and set you up for success.We are experts on the leading tech and CRM platforms. Gold Microsoft Data and Analytics Partner, Gold Microsoft Cloud Platform Partner, AWS Select Partner, Salesforce Partner. See the tech partnership and certifications section below for a full list of our expertise.

Ultimately, you will have to build a center of excellence in your organisation. We can assist you to do that with the following:

• Consulting on the necessary skills and processes you’ll need
• Managed services (CRM Ops, ML Ops, Reporting, Data Ops)
• Out-of-the-box team with FTE rent
• Recruitment & onboarding