5. As a leading provider of marketing solutions in Australia and New
Zealand, we help businesses deliver the best customer experience
across digital and traditional channels.
Salmat enables
multi-channel
customer experience
WHO WE ARE
www.
Customer
path to purchase
Pre-Purchase
Engagement
& Acquisition
Campaign
Management
Point of Purchase
Conversion
Commerce
& Search
Post Purchase
Retention
Customer Loyalty
Customer
path to purchase
Across Salmat's
core service pillars
Single Customer View
6. WHO WE ARE
CAMPAIGN MANAGEMENT SEARCH
MESSAGENET DATA
LOYALTY COMMERCE
DESIGN STUDIO
We service over 200 clients across all key market verticals from retail to
telecom/utilities.
9. WEHAVE
EVOLVED
BECAUSE
CUSTOMERS
HAVE EVOLVED
and they expect:
• A single, seamless, well
orchestrated conversation.
• Their online world meshes with
their offline experiences.
• To be empowered to make well
informed, timely choices.
10. CUSTOMERS
HAVEEVOLVED
WHAT THIS
MEANS FOR THE
MARKETERS:
• They must listen, learn and act
quickly (agility).
• They must aggregate and mine
for actionable customer data
& insights.
• They must execute real time
communication that are highly
relevant and makes impact.
11. HAVE YOU
ASKED
YOURSELF...
• What resources do you have
in place?
• How will you act on these
insights?
• What tools will you have to
help to see it through?
WHAT
MARKETERS
NEED
16. • Agree strategic
goals, scope,
deliverable +
outcomes.
• Deep dive on
available data
• Map customer
lifecycle to the
goals and
outcomes
• Define the
programs in
detail (onboard/
re-engage/ best
channel)
• Define the content
required for each
program &
campaign
• Build and test
templates
• Build preference
centre
• Create data
connections
• Implement
programs
• Review
performance
metrics
• Optimisation of
programs
• Plan future
programs
& channel
connections
discover define build
& test
report
& review
our approach
17. SALMAT INFLUENCE™
SOPHISTICATION
VALUE ADDED SERVICES:
QUICKSTART ONBOARDING
PROGRAMME & OPTIMISE
REVIEW SESSIONS
ACTIVATE
BROADCAST
AUTOM
ATE
IN
TERACT
ADVOCATE
>>>>>>>>>>>
>>>
>>>>>>>>>
>>>>>>>>>>>>>
>>>>>>>>>>>>>
>>>
>>>>>>>>>>>
DATAA ATT BASE
ACQUISITION
BATAACH
&BLAST
AUTOM
ATAA
IO
N
MARKET
ING
O
FFERS
RE
AL-LL TIME
REFERRALMARKETING
ACQU
IRE
ENGAGE
ADVOCACY
& RETAIN
18. HYGIENE ENRICHMENT AGGREGATION REPORTING & INSIGHTS
COMMERCE & SEARCH
CAMPAIGN
MANAGEMENT CUSTOMER LOYALTY
TARGET &
MERCHANDISE
SEGMENT, TARGET
& GROW
RETAIN &
ENGAGE
DATASERVICES
CLEANSE
& ENRICH
AGGREGATE
& MANAGE
REPORT
& ANALYSE
SINGLE
CUSTOMER
VIEW
Single view of customer,
product, purchase &
Transaction history
Single view of customer,
COMMUNICATION &
RESPONSE HISTORY
Single view of customer,
LIFETIME VALUE, NPS &
REWARDS
19. CUSTOMER JOURNEY MAPS
PRE-PURCHASE
WEBEMAILSOCIALMEDIADIRECTMAIL
PURCHASE WELCOME & ENGAGEMENT ADVOCATE
Mark
The returning Tradie
Jennifer
The new customer
John
The upsell candidate
M 29 SOLE TRADER F 38 OPSMANAGER M 55 OWNEROPERATOR
Mark searches
‘hire products’
He signs up with
Coates Hire
Welcome email
received
Newsletter
received with an
offer. He clicks on
a display ad
He receives a
special offer
via mail
He goes to a
preference centre
and creates a
shortlist
Redeems offer
from mailing
He shares the
offer on facebook
opens email but
doesn’t click
22. LEADING DEPARTMENT STORE
CODENAME: ROYALE
Royale is looking to:
• Present offers at point-of-sale and online,
based on recency and frequency attributes
across purchasing, preferences and behavioral
information.
• Send highly targeted, multi-channel messages.
• Achieve its ultimate goal of keeping customers
in-store and increasing share of wallet.
“As a loyal customer, I expect Royale to reward
me with the most exclusive offers on the brands
and products that are of most interest to me
whilst I’m in their store or on their website.”
CASE STUDY
23. THE SOLUTION
SCV
SINGLE-CUSTOMER
VIEW
An integrated
marketing database
with an extended 360º
view of all customer
touchpoints
CAMPAIGN
MANAGEMENT
The setup &
automation of multi-
channel campaigns
based on predefined
segments & customer
profile
REPORTING
& INSIGHTS
Use of COGNOS to
enable interactive
dashboard and drill
down reporting of
campaigns in real-time
REAL-TIME
INTERACTION MANAGER
(RTIM)
Integration with
POS and Merch.
management system to
enable data capture &
real-time offer delivery
24. TO FIND OUT MORE:
DENISE TUNG
DIRECTOR, MARKETING SERVICES
T. +612 8783 2686
E. denise.tung@salmat.com.au
Salmat, Level 3, 116 Miller Street,
North Sydney, 2060
THANK YOU
