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Elevating Marketing Operations with a Personalized Customer Notification Platform

Financial Services
case study

Business Impacts

Improved Return on Ad Spend (ROAS)

Enhanced Efficiency in Ad Hoc Rule Management

Customer Key Facts

  • Country : US
  • Industry : BFSI

Problem Context

The client, a U.S.-based peer-to-peer payments and money transfer company, aimed to boost real-time, personalized customer engagement. To achieve this, the client sought to build an end-to-end customer notification platform capable of creating ad hoc rules to engage their customers in near real-time based on various transactional and behavioral attributes via Email, App notifications, and Text messages.

Challenges

  • Limited Customer Insights: Incomplete customer preference insights hindered decision-making for personalized push notifications, impacting customization
  • Workflow and Content Quality Challenges: Lack of a workflow module made tracking and ensuring content quality challenging, resulting in accountability issues
  • Deployment and Support Needs: The client sought assistance in deploying the solution into production, including post-development bug fixing for stability

Technologies Used

Node JS

Node JS

BigQuery

BigQuery

Cloud Function

Cloud Function

AppEngine

AppEngine

Vertex AI

Vertex AI

Looker

Looker

Salesforce Marketing Cloud

Salesforce Marketing Cloud

Solution

  • Quantiphi elevated the PoC platform to a Production-grade solution, enhancing features and UI for an enriched user experience and streamlined marketing process.
  • Developed pipelines for additional notifications data and integrated new data attributes, creating a comprehensive solution for customer and marketing needs.
  • Strengthened the segmentation module, enabling the extraction and autosaving of audience reports for internal processing.
  • Implemented a single-level approval workflow for both immediate and scheduled notifications, ensuring content approval from the internal team hierarchy before reaching the identified customers. Additionally, a post-production hyper care plan was devised for ongoing support and bug resolution.

Results

  • Built a foundation to enable data-driven marketing analytics
  • Developed a 360 Customer View

"Quantiphi has been instrumental in helping us develop a plan and build an architecture to automate our online customer verification process. Given our complex system, Quantiphi managed to understand the process and design a solution that catered to our needs. The team managed to adapt to the changing needs and suggest tried and tested solutions while enhancing the overall solution."

Prinu Pappachan, Manager, BI & Technology Enablement

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