Segmentation Limitations

A leader in turnkey modular space and storage solutions faced challenges scaling their MarTech infrastructure. Under the enormous pressure of hitting marketing and sales targets, they acquired licenses for every MarTech solution under the sun but lacked the strategy and technical skill sets to get their team up to speed on new capabilities and realize ROI.

In addition to ramping up on their investments in Salesforce Sales and Marketing Clouds, the business needed a revamped end-to-end approach to their customer’s brand experience. Having grown rapidly over the years via acquisitions, one of their priorities was to establish an onboarding program to legacy prospects and customers onto a new brand without causing friction in the buying process.

Be a Customer Company

Superstoke helped our client prioritize their pain points and align those challenges to scalable solutions that leveraged their investment in Salesforce and provided increased visibility into how to prove ROI.

Our northstar was a new, customer-centric approach that prioritized the customer experience from unknown lead to customer and beyond. Driven by business outcomes, Superstoke designed a long-term roadmap that aligned our client’s business objectives to their MarTech stack. Our plan included the design, implementation, integration and ongoing adoption of Salesforce solutions to put their new tech into action.

MarTech Implementation & Integration

Superstoke devised a plan for marketing and sales stakeholders to implement various Salesforce Marketing Cloud products; including Engagement, Personalization, Intelligence and a legacy instance of Social Studio, to leverage 360° customer data to drive engagement and increase qualified leads for their sales team.

Our roadmap provided needed clarity into a gradual roll-out, focused on high-impact customer engagement use cases, followed by training and adoption to help the marketing team increase productivity and provide a more personalized, multichannel customer experience that started with their website, integrated email and SMS and routed qualified leads into Sales Cloud for follow-up.

Optimized Customer Experience

Together, our collaborative efforts increased adoption, customer engagement and revenue. Our client is now able to scale MarTech adoption to support an aggressive growth trajectory. Customer journeys were designed and implemented to replace mass, generic emails with highly personalized messaging informed by a customer’s website interactions, demographics and firmographic data, purchase history and both implicit and explicit product interest.