TLC recognised that increasingly customers take a digital first view, turning to websites, mobile apps, study reviews, ratings and more before making a purchase decision. They look for value and experiences and explore deals, so it is important to ensure that communications are targeted, relevant and well-timed.
To meet customer needs, the company decided to graduate from its homegrown digital tools to an end-to-end digital solution capable of real-time analytics, personalisation and scale. In the quest to find an end-to-end digital solution Adobe Experience Cloud solution were consistently rated high across leading tech research companies like Forrester and Gartner.
“I only initially knew Adobe for Photoshop and Acrobat,” admits Gupta. “But when we met with Adobe, the team really tried to understand our problem statements and find ways to achieve our vision. We saw great potential working with Adobe’s integrated digital experience stack.”
Using Adobe Experience Manager Sites, TLC can design responsive websites for a more compelling design and improved UI experience. With its Salesforce CRM and MuleSoft integration layer, TLC had a solid back end and integration ability across multiple payment gateways, POS systems and Adobe front-end to seamlessly deliver websites, as well as client-side and customer-facing apps.
Adobe Experience Manager Assets serves as a central hub for digital content used across the websites, mobile apps and emails. Adobe Campaign uses this content to create automated marketing campaigns that target customers based on their behaviour on the loyalty apps and websites focusing of content that interest them. These campaigns may include email or SMS promotions to inactive users or push notifications to app users to alert them to an upcoming event or offer. Integration with TLC’s Salesforce CRM allows the company to gain a single view of customers to make multichannel experiences and messaging more consistent.
“Only Adobe Experience Cloud delivers a full digital experience solution in one integrated stack,” says Gupta. “By taking advantage of the integrations, we can go deeper into the data and efficiently create relevant customer journeys.”