KloudData Elevates Financial Service User Experience with Salesforce Marketing Cloud

The Organization is a leading independent, full-service financial services firm, with operations in two principal segments of the securities industry: wealth management and capital markets. The Organization contacted to KloudData when Salesforce was about to retire the microsite feature from the marketing cloud. They needed assistance in rebuilding certain functionalities dependent on microsites.

Business Needs

Environment

Business Challenges

Microsite Feature Retirement: Organization’s customer subscription feature needed to be rebuilt before Salesforce retired the Microsite from Marketing Cloud to ensure this update does not affect critical business functions.

Branding Requirements: The Organization wanted to maintain its branding consistency on the subscribe/unsubscribe page to ensure a seamless user experience and reinforce its brand identity.

Agent Workflow: Canaccord had an agent workflow in Salesforce that allowed their support team to manually unsubscribe/re-subscribe users upon request, However, the retirement of the microsite feature posed a challenge, as this subscription functionality was custom-built on the microsite.

Solution

Native Subscription Center: Configured the native subscription center within Marketing Cloud as per the approved theme and branding replicating the features similar to that of the Microsite feature. We also updated the footer elements in the marketing cloud global configurations to sync the links to the existing templates and make the page fully functional.

Automation Rebuilding: Replicated the automation build on Microsite by creating a custom functionality in Salesforce for automatic tracking of unsubscribed users with a few other key data points.

Agent Workflow: Updated the agent workflow in Salesforce using standard apex pages to perform the unsubscribe or resubscribe action from Salesforce on the user's behalf

Result

Rebuilding the unsubscribe/subscribe feature prior to the retirement of the microsites ensured the uninterrupted flow of business processes without impacting the customer experience.

The native subscription feature enables easy management of subscription preferences. The process is seamless and user-friendly which enhances overall customer satisfaction.

Our proactive approach in rebuilding the features mitigated potential compliance and legal risks associated with customers receiving unwanted communications.

Outcome

Rebuilding the unsubscribe/subscribe feature prior to the retirement of the microsites ensured the uninterrupted flow of business processes without impacting the customer experience.

The native subscription feature enables easy management of subscription preferences. The process is seamless and user-friendly which enhances overall customer satisfaction.

Our proactive approach in rebuilding the features mitigated potential compliance and legal risks associated with customers receiving unwanted communications.

KloudData Elevates Financial Service User Experience with Salesforce Marketing Cloud

Business Needs

Environment

Business Challenges

Solution

Result

Outcome

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