Project Name
Driving Repeat Purchases for a Retail Chain with Automated Messages & Reminders in Salesforce
Overview
Our client operates a grocery retail chain with many outlets across India. They leverage Salesforce to manage customer relationships, inventory, sales, marketing, finance, and other operations. The client has a massive customer base. Their mission was to retain a large number of customers and drive more revenue. Yet, the client’s marketing and customer support teams were always overwhelmed. They delivered personalized offers, seasonal sale alerts, and loyalty program updates to customers via SMS and WhatsApp manually. They were seeking a solution to deliver these updates & reminders to customers automatically.
Challenges
The major challenges of our client were:
- Lack of Automation: There was no automated messaging system to deliver offer updates or reminders without manual intervention.
- Limited Personalization: Manual delivery of updates & reminders was time-consuming. It did not resonate with an individual’s preferences and purchase history. Hence, the client delivered generic messages to customers.
- Large Customer Base: Managing effective communication with a large customer base was overwhelming. This often led to marketing team burnout and missed opportunities in client retention.
- Delayed or Missed Updates: The manual approach to communication resulted in delayed notifications about flash sales, limited-time offers, or loyalty program updates. So, the client missed revenue opportunities.
Solution
To address the above challenges of the retail client, we implemented our Salesforce messaging app, Lead Manager Ninja.
- Automated Messages: Our app automated the delivery of promotional and sales messages via SMS and WhatsApp directly from Salesforce. This offloaded the burden of the marketing team.
- Personalized Messages: The retailer utilized customer data stored in Salesforce, such as their previous purchases, loyalty points status, etc. to send personalized offers and discounts. As a result, customers were more likely to engage with offers and take specific action.
- Timely Reminders & Alters: Our app automated alerts and reminders about limited-time offers, flash sales, upcoming sales events, etc. This led to increased foot traffic during critical sales periods, driving high sales.
- Multilingual Capabilities: Our app’s multilingual capabilities enabled the retailer to send updates & reminders to customers in their preferred languages. Consequently, they experienced an increase in customer engagement.
- Track Customer Engagement: Our app captured customer responses and stored in Salesforce. This enabled the marketing team to analyze engagement patterns and optimize future campaigns.
- Track Campaign Performance: The integration with Salesforce enabled the retailer to track campaign success in real time. Consequently, the retailer was able to outline more effective strategies for driving in-store and online sales.
Qualitative Results
Before: Customer engagement score was 40
After: Customer engagement score is 50
Before: 12,000 customers return out of 100,000 total purchases in a year
After: 13,800 customers return out of 100,000 total purchases in a year
Before: Manual delivery of seasonal sale alerts, loyalty program updates, & personalized offers
After: Automated delivery of seasonal sale alerts, loyalty program updates, & personalized offers
Before: Customer satisfaction score was 50
After: Customer satisfaction score is 80
Before: 5,000 customers visit stores across many locations per week
After: 6,500 customers visit stores across many locations per week
Amp Up Your Retail Store’s Foot Traffic & Repeat Purchases with Lead Manager Ninja!
