CASE STUDY
Technology
(Correspondence/SFMC)
Technologies: SFMC – Email Studio, AMP Script, HTML, Oracle BIP
PROBLEM
The supporting team posed challenges in managing customer correspondence across various billing platforms. Key challenges included time-consuming deployment processes, evolving requirements leading to frequent changes in implementation, and dependency on upstream systems for new feature payloads. Additionally, limitations such as lack of version control support in SFMC and difficulties in comparing changes in Oracle BIP-generated RTF files added complexity.
OVERVIEW
The project aimed to enhance customer correspondence experiences for offerings by leveraging Sales Force Marketing Cloud (SFMC) and Oracle BIP. SFMC Email Studio and AMP Script were extensively used for email design and implementation, while Oracle BIP facilitated the generation of PDF templates.
SOLUTIONS
- Requirement Alignment and Solution Implementation: Partnering closely with teams, requirements were understood, solutions were implemented, and thorough unit and integration testing was performed to ensure functionality alignment.
- Regular Documentation Updates: Maintained up-to-date wikis with the latest changes and evidence, facilitating transparency and collaboration among stakeholders.
- Automation of Deployment Process: Efforts were made to automate the deployment process within SFMC to reduce manual intervention and streamline operations.
Data analytics and automation
KEY WINS
Accountant Bill Enhancement Feature: Implementing this feature significantly improved the clarity of invoice/refund emails for accountants. It reduced confusion regarding pro-ration, leading to a notable decrease in customer care calls by almost 50%.
Enhanced Business Understanding: Working across multiple billing platforms provided insights into both business operations and technical implementations using SFMC and Oracle BIP. This holistic understanding enabled better alignment of solutions with business objectives and improved efficiency in managing customer correspondence.
By addressing challenges through automation, requirement alignment, and documentation updates, the project achieved significant improvements in customer correspondence experiences, leading to reduced customer support overhead and enhanced operational efficiency.
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