+1 917 477 7335 [email protected]

CUSTOMER JOURNEY MANAGEMENT PLATFORM

TRUSTED BY THE WORLD’S LEADING BRANDS

www.roojoom.com

SOLUTION DESCRIPTION Roojoom is an innovative Customer Journey Management Platform used by enterprises to increase customer lifetime value and engagement across the customer journey. Roojoom’s Customer Journey Management Platform matches every customer with their own Personal Journey Hub. Working in real-time and at each stage of the customer

AWARENESS

journey, Personal Journey Hubs proactively engage each customer via immersive personalization technologies that combine the most relevant personalized content with

RETENTION

data for every journey step.

CUSTOMER RETENTION

CUSTOMER SATISFACTION

ONBOARDING

ACQUISITION

CUSTOMER VALUE

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BRAND AWARENESS

BUSINESS CHALLENGES

THE ROOJOOM SOLUTION

Customers expect consistent and personalized experiences

Roojoom’s Customer Journey Management Platform

delivered wherever they are and in whatever format

manages the customer experiences along each

they choose to receive them, but brands continue to

customer’s

fall short of these expectations by delivering an onslaught

Journey

journey

HubTM

by

creating

a

Personal

for each individual customer.

of disconnected, irrelevant communications. To remain relevant, brands must move away from blanketing customers with uniform messaging and content toward communicating in unique, genuine, and engaging ways. The shift from campaign-centric and product-benefit approaches to a customer-centric, customer lifecycle marketing approach requires new tools. Increasingly, CMOs and digital engagement leaders of

Personal Journey Hubs collect and use customer profile data, and behavior history to proactively engage and advance them along their journey. Personal Journey Hubs change over time, at each touchpoint, with the purpose of maximizing goal conversions associated with each journey stage.

large customer-facing brands are seeking solutions to fundamental questions such as:

How do we move past “Dear {First name}” level personalization to create meaningful relationships with each customer, in a way that actually increases life-time-value, average-return, retention, actions, and brand loyalty? How can we proactively lead each customer along their own personal customer journey, rather than always playing catch-up with their desires? How do we plan and orchestrate customer journey-centric communications without having to rebuild our entire marketing operation? How can we easily align all personal customer messaging, communications, and content across channels? How can we react in real-time to changes in each customer’s journey, and at the same time take advantage of potential customervalue increase opportunities?

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Personal Journey Hubs use Proactive Journey Messaging to reach out to customers with personal emails, text messages, and ads in order to create new touchpoints along their journey.

KEY BENEFITS Leading brands use Roojoom’s Customer Journey Management Platform to:

INCREASE SATISFACTION, ADVOCACY AND CALL CENTER SAVINGS

MAXIMIZE CUSTOMER VALUE Roojoom leads each customer along their own journey, steering their focus to relevant services, content, and experiences that lead to improved business KPIs.

Roojoom’s Personal Journey Hubs combine relevant content and customer data at the right moment so that your customers do not have to call in to get the information they seek. This unique level of service results in reduced call center load and an increase in

INCREASE CUSTOMER RETENTION AND RENEWALS

the brand’s NPS or J.D. Powers ratings.

OPTIMIZE TIME TO MARKET WITH MINIMAL IT INVESTMENT

Roojoom proactively and dynamically leads customers to the next stage of success during churn-sensitive lifecycle stages, such as onboarding, renewal periods, and life events by delivering relevant and performancefocused content and data, optimized to each specific

Roojoom’s Customer Journey Management Platform

touchpoint along the journey.

is a best-in-class solution built from the ground-up to increase customer value and empowers your limited resources to do more. Roojoom centralizes its own automation,

MAXIMIZE CUSTOMER UP-SELL & CROSS-SELL

CMS,

audience

management,

and

messaging systems into one platform that can be easily operated in-house or by an agency. The comprehensive platform limits your dependency on

Roojoom not only leverages each customer touchpoint

IT and allows you to shorten campaign production

with timely and effective crosssell and upsell strategies

time.

at every step of the customer lifecycle, but also drives topline revenues by automating and optimizing marketing campaigns.

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CUSTOMER JOURNEY MANAGEMENT PLATFORM Take Each Customer On a Personal Journey

Brands that have a long lasting relationship with their customers have not been able to rely on traditional campaign management platforms for successful customer journey management. Over-time, treating a brand’s customer base as a group of segments leads to high communication churn. To stay relevant, brands today increasingly seek to combine campaign automation with personalization and content management platforms in context of each customer’s own journey.

Roojoom’s Customer Journey Management Platform delivers:

In order to meet these needs, Roojoom’s Customer Journey Management Platform includes the following capabilities:

1

Personalized content, data and digital experiences

1

Personalize and deliver relevant content intelligently at each stage of the journey

2

A series of touchpoints, unique to each customer

2

Adapt to changes in the customer’s behavior and context in real-time

3

Relevant communications along the journey at the customer’s optimal pace

3

Maximize goal completion along each journey stage

Backend Data Management

CRM

Customer Journey Management

Cross Channel Delivery Excution

Content management

ESP

Cross-channel program management

Advertising platform

Social

DMP

Real-time personalization Direct mail Analytics and insights

DWH

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Predictive modeling

App connect

Website

Personal Journey Hubs

PERSONAL JOURNEY HUBS – MAXIMIZE THE VALUE OF EACH CUSTOMER, BY PERSONALIZING THEIR JOURNEY The Personal Journey Hub is your customer’s personal point of contact with your brand. Hubs dynamically change in real-time to adapt to and manage each customer’s journey stages and ensure that maximum journey stage goals are met.

Lead your customer with personal, relevant content Relying on its Dynamic Content Sequencing capabilities, Roojoom’s Personal Journey Hub calculates the best combination of customer data and content in order to best serve the customer at each journey stage. Each Customer Journey Hub dynamically sequences content for each touchpoint, with the goal of changing customer behavior towards improved KPIs.

Total content consumed within each touchpoint

Using customer jouney management Customer 1 touch points Customer 2 touch points

Using traditional campaign management Segment touchpoints

Time (weeks)

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SCALABLE PLATFORM, BUILT FOR THE MODERN ENTERPRISE Roojoom’s Customer Journey Management Platform consists of five main components:

1

Customer journey management Models each customer’s journey, collects information, and tracks behavior.

2

Personal content management Provides a set of content creation and curation tools as well as association of different contents and collaterals with journey related goals.

3

Real-time personalization A set of real-time functionalities that assemble and personalize various content elements into personal content experiences and communications to match the journey goals.

4

Cross channel delivery management Coordinates the execution of communication delivery (via the platform or by third party services) over multiple channels and provides each channel with appropriate content and the programmatic instructions. Analytics and Insights Provides a set of reporting and analysis tools for KPI tracking and for customer journey optimization.

5

Customer Journey Management Platform 1

Customer j ourney management Customer lifecycle modeling

Customer profile

2

Customer activity

3 Personal Content Management Content library

Real-time personalization

Personal Journey Hub templates

4

Personalization management

Dynamic content assembly

5 Cross channel delivery Personal Journey Hub program

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G oal management

Channel management

Analytics and insights Analytics

Personal Journey Hub templates

KEY CAPABILITIES Dynamic content sequencing

Roojoom’s Personal Journey Hub organizes and dynamically calculates content assembly for the customer so that it is consumed in a sequence, working in real-time for each touch-point. Dynamic content sequencing means that each of your customers sees the optimal combination of relevant messages, offers, supporting content, and rich media in re ation to each specific sta e o their persona customer ourne he content se uence is a a s he p u and in ed to ourne oa s, thus it direct in uences customer beha ior

Customer Journey Management Platform

Acq uire

Data

O nboard

Service

U psell

Educate History Activate Actions Signup Behavior

Share

T ime

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U psell

Renew

GOAL-ORIENTED IMMERSIVE PERSONALIZATION Roojoom combines a wide set of personalization technologies to provide your customer with a complete and total personal experience every time they enter their Personal Journey Hub. The selection of data and content is created in rea -time based on desired business oa s and customer current profi e and status

• Personalized content (which includes customer data)

• Personalized images and text

• Personalized look and feel

• Personal messaging (email/SMS/social/ads)

• Personalized navigation tandard eb persona i ation en ines on chan e portions o te t and ima es on specific pa es, and re uire si nificant resources to bui d and maintain oo oom s ustomer ourne ana ement at orm automatica persona i es the entire customer ourne , pro idin an e o in , e ecti e, and intimate e perience, at a fraction of the effort.

Personalized look and feel Personalized messanging

Personalized content

Personalized navigation and content assembly

Advanced customer tracking oo oom s ustomer ourne ana ement at orm unifies customer data rom a sources, inc udin data, and maintains re e ant in ormation a on the entire i ec c e

beha iora

• Track every customer’s activity along their journey • Get journey-centric analytics, including progress rate and customer value increase, along the entire journey • Gauge content performance and effectiveness at each journey stage

Schedule a call for more info: [email protected]

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PROACTIVE JOURNEY MESSAGING Each Personal Journey Hub uses Proactive Journey Messaging to communicate automatically with customers along their journey, whether by email, SMS, or social media. Providing the appropriate message at each step of the journey, Personal Journey Hubs accelerate goal completions and progress along the journey. The timing, channel and content is calculated in real-time in order to optimize individual customer attention and open rates.

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FREQUENT USE CASES

Roojoom is used by major brands to increase customer value by creating personal customer journeys via engaging goal-oriented experiences. Roojoom offers a comprehensive solution that can manage the entire customer journey from awareness all the way through termination. Specific use cases include:

ONBOARD NEW CUSTOMERS Reduce onboarding churn and support costs and increase NPS by proactively helping each of your customers along their journey. • • • •

Communicate with consumers more intimately Familiarize customers with available services Educate consumers, or customers about self-service solutions Increase customer satisfaction, loyalty, and advocacy

MAXIMIZE RENEWAL RATES Many brands struggle with retaining customers when subscription renewal time arrives or when trying to resell them with a service / product. Roojoom’s Customer Journey Management Platform allows brands to proactively engage with customers prior to renewal date in order to maximize business performance and customer renewal rates. • Increase customer lifetime value by increasing renewal rates • Proactively engage customers before renewal period

INCREASE ADOPTION OF NEW SERVICES Brands seek to increase customers’ adoption of new services at most stages of the customer lifecycle. Roojoom’s Customer Journey Management Platform helps by creating new touchpoints and upsell and cross-sell opportunities. • Promote new opportunities for new product adoption at the most relevant moment for each customer • Drive engagement and upsells • Draw customer attention to new or existing offerings, features, and services they were not aware of • Build a digital dialogue with each customer

• Maintain high customer satisfaction and NPS • Increase revenue and business performance by creating renewal-upsell opportunities

PROACTIVELY PREVENT CUSTOMER CHURN AND INCREASE LOYALTY Customer churn occurs for multiple reasons along many different lifecycle stages. Customer-centric brands use Roojoom to proactively engage with their clients at churnsensitive moments in order to engage them with the brand, create dialogue, and better understand the value of service/product. • Ensure customer retention at churn-sensitive lifecycle stages

INCREASE FREQUENCY OF PRODUCT/SERVICE USAGE Increasing the frequency of usage is a priority for brands focused on generating the maximum potential customer lifetime value. Roojoom helps increase your customers’ frequency of product usage by providing timely and relevant content, data, and information. Roojoom also reminds customers o the benefits o usin our brand, and educates them on new ways to use your products and services. • Provide timely and relevant reminders to the customer • Educate your customers about new usage potential • Adapt your communications and content to your customer’s needs at every stage along their journey • Create upsell and cross-sell opportunities

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• Programmatically engage customers who are “slipping-away” • Provide the most relevant content, data, and promotions to each customer in a timely manner • Educate your customers on new product usage potential

CONTACT US +1 917 477 7335

[email protected]