Increased internal productivity through optimising roles and shifting responsibilities to the email CRM team.

Migration and upgrade

Overview

Our client is a Fortune 500 company and a global leader in consumer cyber safety. They secure devices, identities, online privacy, home, and family needs of close to 50 million consumers, becoming a trusted ally in a complex digital world.

Problem

Lister entered a partnership with the client to streamline client’s consumer lifecycle marketing communications and migrate 12 departments communications to customers spread across 190+ countries across North America, LATAM, EMEA and APAC regions. The following concerns were noted:

Inability to collect and track basic operational metrics due to over fifteen, fragmented, mostly homegrown platforms • Customer experience affected by disjointed communication
A decentralized, uncoordinated execution model with multiple groups responsible for sending emails (PM, Engineering, eBusiness, email team).
Limited to no testing
Wasted efforts and cost due to departments using different methods of communication
Delay in the rollout of customer communication due to dependency on engineering teams' backlog, which meant marketers need to wait to get their priorities worked upon.

Solution

Created a blueprint to migrate the transactional emails to Oracle Responsys
Proposed Automated Failover Transactional messaging (AFTM) account to make sure that there is no failure of delivery of transactional mails
Migrated legacy/homegrown platforms to Oracle Responsys, including the automated billing system, auto-renewals, online portal, and Norton Family
For customers who had soft bounces, hard bounces, Lister came up with a direct mail solution from Oracle Responsys.
Delivered acquisition, welcome, abandoned cart and win-back emails to consumers across 190+ countries.

Outcomes