A leading long-distance transport provider based in London, our client is renowned for their extensive network and commitment to customer satisfaction. They operate various routes and cater to a diverse customer base, providing reliable and efficient travel solutions.
The client faced challenges in their efforts to communicate with customers in real time, particularly during service disruptions such as train delays. Their existing technology stack, comprising three separate solutions, resulted in considerable delays in processing data and sending out communications. This lag compromised their ability to maintain timely, positive, and effective customer experiences. Additionally, the client sought to streamline their tech architecture and reduce licensing costs, whilst wanting to explore new communication channels such as App inbox and WhatsApp.
Fusing our expertise in marketing and customer service, the aim was to provide a well-connected cross-channel journey and experience for the client’s customer base.
As a long-term partner of our client, Merkle was well placed to help as we have an in-depth understanding of the client’s systems, processes, and teams. Leveraging this knowledge, we collaborated closely to develop a comprehensive business plan that outlined specific KPI outcomes and cost savings. Together we facilitated the approval of additional OPEX budget, which was utilised to re-platform the client’s data and MarTech stack to Bloomreach. The transition included:
The outcome? The re-platform to Bloomreach yielded significant benefits for the client, including: