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CUSTOMER JOURNEYMANAGEMENT PLATFORM
+1 917 477 7335
www.roojoom.com
TRUSTED BY THE WORLD’S LEADING BRANDS
SOLUTION DESCRIPTIONRoojoom is an innovative Customer Journey Management
Platform used by enterprises to increase customer lifetime
value and engagement across the customer journey.
Roojoom’s Customer Journey Management Platform
matches every customer with their own Personal Journey
Hub. Working in real-time and at each stage of the customer
journey, Personal Journey Hubs proactively engage each
customer via immersive personalization technologies that
combine the most relevant personalized content with
data for every journey step.
CUSTOMERRETENTION
CUSTOMERVALUE
CUSTOMERSATISFACTION
BRANDAWARENESS
www.roojoom.com
ACQUISITION
RETENTION
ONBOARDING
AWARENESS
BUSINESS CHALLENGESCustomers expect consistent and personalized experiences
delivered wherever they are and in whatever format
they choose to receive them, but brands continue to
fall short of these expectations by delivering an onslaught
of disconnected, irrelevant communications. To remain
relevant, brands must move away from blanketing
customers with uniform messaging and content
toward communicating in unique, genuine, and
engaging ways. The shift from campaign-centric and
product-benefit approaches to a customer-centric,
customer lifecycle marketing approach requires new
tools.
Increasingly, CMOs and digital engagement leaders of
large customer-facing brands are seeking solutions to
fundamental questions such as:
How do we move past “Dear {First name}”
level personalization to create meaningful
relationships with each customer, in a way
that actually increases life-time-value,
average-return, retention, actions, and
brand loyalty?
How can we proactively lead each customer
along their own personal customer journey,
rather than always playing catch-up with
their desires?
How do we plan and orchestrate customer
journey-centric communications without
having to rebuild our entire marketing
operation?
How can we easily align all personal
customer messaging, communications,
and content across channels?
How can we react in real-time to changes
in each customer’s journey, and at the same
time take advantage of potential customer-
value increase opportunities?
THE ROOJOOMSOLUTIONRoojoom’s Customer Journey Management Platform
manages the customer experiences along each
customer’s journey by creating a Personal
Journey HubTM for each individual customer.
Personal Journey Hubs collect and use
customer profile data, and behavior history
to proactively engage and advance them
along their journey.
Personal Journey Hubs change over time,
at each touchpoint, with the purpose of
maximizing goal conversions associated
with each journey stage.
Personal Journey Hubs use Proactive
Journey Messaging to reach out to
customers with personal emails, text
messages, and ads in order to create
new touchpoints along their journey.
www.roojoom.com
KEY BENEFITS
MAXIMIZE CUSTOMER VALUE
Roojoom leads each customer along their own journey,
steering their focus to relevant services, content, and
experiences that lead to improved business KPIs.
INCREASE CUSTOMER RETENTION AND RENEWALS
Roojoom proactively and dynamically leads customers
to the next stage of success during churn-sensitive
lifecycle stages, such as onboarding, renewal periods,
and life events by delivering relevant and performance-
focused content and data, optimized to each specific
touchpoint along the journey.
MAXIMIZE CUSTOMER UP-SELL & CROSS-SELL
Roojoom not only leverages each customer touchpoint
with timely and effective crosssell and upsell strategies
at every step of the customer lifecycle, but also drives
topline revenues by automating and optimizing
marketing campaigns.
Roojoom’s Personal Journey Hubs combine relevant
content and customer data at the right moment so
that your customers do not have to call in to get the
information they seek. This unique level of service
results in reduced call center load and an increase in
the brand’s NPS or J.D. Powers ratings.
OPTIMIZE TIME TO MARKET WITH MINIMAL IT INVESTMENT
Roojoom’s Customer Journey Management Platform
is a best-in-class solution built from the ground-up to
increase customer value and empowers your limited
resources to do more. Roojoom centralizes its own
automation, CMS, audience management, and
messaging systems into one platform that can be
easily operated in-house or by an agency. The
comprehensive platform limits your dependency on
IT and allows you to shorten campaign production
time.
INCREASE SATISFACTION, ADVOCACY AND CALL CENTER SAVINGS
www.roojoom.com
Leading brands use Roojoom’s Customer Journey Management Platform to:
CUSTOMER JOURNEYMANAGEMENT PLATFORM
Brands that have a long lasting relationship with their customers have not been able to rely on traditional campaign
management platforms for successful customer journey management. Over-time, treating a brand’s customer base
as a group of segments leads to high communication churn. To stay relevant, brands today increasingly seek to
combine campaign automation with personalization and content management platforms in context of each
customer’s own journey.
Roojoom’s Customer Journey Management Platform delivers:
Personalized content, data and digital experiences
A series of touchpoints, unique to each customer
Relevant communications along the journey at the customer’s optimal pace
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In order to meet these needs, Roojoom’s Customer Journey Management Platformincludes the following capabilities:
Personalize and deliver relevant content intelligently at each stage of the journey
Adapt to changes in the customer’s behavior and context in real-time
Maximize goal completion along each journey stage
Cross ChannelDelivery Excution
ESP
Advertising platform
Social
Direct mail
App connect
Website
Contentmanagement
Cross-channelprogram management
Real-timepersonalization
Analytics andinsights
Predictivemodeling
Customer JourneyManagement
Personal Journey
Hubs
www.roojoom.com
Take Each Customer On a Personal Journey
CRM
DMP
DWH
Backend DataManagement
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PERSONAL JOURNEY HUBS –MAXIMIZE THE VALUE OF EACH CUSTOMER, BY PERSONALIZING THEIR JOURNEY
Relying on its Dynamic Content Sequencing capabilities, Roojoom’s Personal Journey Hub calculates the best
combination of customer data and content in order to best serve the customer at each journey stage. Each
Customer Journey Hub dynamically sequences content for each touchpoint, with the goal of changing customer
behavior towards improved KPIs.
Tota
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nt
co
nsu
me
d w
ith
in e
ach
to
uch
po
int
Time (weeks)
Using customer jouney management
Using traditional campaign management
Customer 1 touch points
Customer 2 touch points
Segment touchpoints
The Personal Journey Hub is your customer’s personal point of contact with your brand.
Hubs dynamically change in real-time to adapt to and manage each customer’s journey
stages and ensure that maximum journey stage goals are met.
www.roojoom.com
Lead your customer with personal, relevant content
SCALABLE PLATFORM, BUILT FOR THE MODERN ENTERPRISE
Customer Journey Management Platform
Customer journey managementModels each customer’s journey, collects information, and tracks behavior.
Personal content managementProvides a set of content creation and curation tools as well as association of different
contents and collaterals with journey related goals.
Real-time personalizationA set of real-time functionalities that assemble and personalize various content elements into personal
content experiences and communications to match the journey goals.
Cross channel delivery managementCoordinates the execution of communication delivery (via the platform or by third party services) over
multiple channels and provides each channel with appropriate content and the programmatic instructions.
Analytics and InsightsProvides a set of reporting and analysis tools for KPI tracking and
for customer journey optimization.
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Customer lifecyclemodeling Customer profile Customer activity
Customer j ourney management
www.roojoom.com
Roojoom’s Customer Journey Management Platform consists of five main components:
Personal Content Management
Contentlibrary
Personal JourneyHub templates
Real-time personalization
Personalizationmanagement
Dynamic contentassembly
Analytics and insights
Analytics Personal JourneyHub templates
Cross channel delivery
Personal JourneyHub program
G oalmanagement
Channelmanagement
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KEY CAPABILITIES
Roojoom’s Personal Journey Hub organizes and dynamically calculates content assembly for the customer so
that it is consumed in a sequence, working in real-time for each touch-point. Dynamic content sequencing
means that each of your customers sees the optimal combination of relevant messages, offers, supporting
content, and rich media in re ation to each specific sta e o their persona customer ourne he content
se uence is a a s he p u and in ed to ourne oa s, thus it direct in uences customer beha ior
Customer Journey Management Platform
Data
T ime
History
Actions
Behavior
U psell
Educate
Activate
Signup
Share
Acq uire O nboard Service U psell Renew
www.roojoom.com
Dynamic content sequencing
GOAL-ORIENTED IMMERSIVE PERSONALIZATION Roojoom combines a wide set of personalization technologies to provide your customer with a complete and
total personal experience every time they enter their Personal Journey Hub. The selection of data and content
is created in rea -time based on desired business oa s and customer current profi e and status
tandard eb persona i ation en ines on chan e portions o te t and ima es on specific pa es, and re uire
si nificant resources to bui d and maintain oo oom s ustomer ourne ana ement at orm automatica
persona i es the entire customer ourne , pro idin an e o in , e ecti e, and intimate e perience, at a
fraction of the effort.
• Personalized content (which includes customer data)
• Personalized look and feel
• Personalized navigation
• Personalized images and text
• Personal messaging (email/SMS/social/ads)
• Track every customer’s activity along their journey
• Get journey-centric analytics, including progress rate and customer value increase, along the entire journey
• Gauge content performance and effectiveness at each journey stage
Advanced customer trackingoo oom s ustomer ourne ana ement at orm unifies customer data rom a sources, inc udin beha iora
data, and maintains re e ant in ormation a on the entire i ec c e
Schedule a call for more info: [email protected]
Personalizedlook and feel
Personalizedcontent
Personalizednavigation and
content assembly
www.roojoom.com
Personalized messanging
Each Personal Journey Hub uses Proactive Journey
Messaging to communicate automatically with
customers along their journey, whether by email,
SMS, or social media.
Providing the appropriate message at each step
of the journey, Personal Journey Hubs accelerate
goal completions and progress along the journey.
The timing, channel and content is calculated in
real-time in order to optimize individual customer
attention and open rates.
PROACTIVE JOURNEY MESSAGING
www.roojoom.com
FREQUENT USE CASES
Roojoom is used by major brands to increase customer value by creating personal customer journeys via engaging goal-oriented experiences. Roojoom offers a comprehensive solution that can manage the entire customer journey from awareness all the way through termination. Specific use cases include:
ONBOARD NEW CUSTOMERS
Reduce onboarding churn and support costs and increase NPS by proactively helping each of your customers along their journey.
• Communicate with consumers more intimately
• Familiarize customers with available services
• Educate consumers, or customers about self-service solutions
• Increase customer satisfaction, loyalty, and advocacy
MAXIMIZE RENEWAL RATES
Many brands struggle with retaining customers when subscription renewal time arrives or when trying to resell them with a service / product. Roojoom’s Customer JourneyManagement Platform allows brands to proactively engage with customers prior to renewal date in order to maximize business performance and customer renewal rates.
• Increase customer lifetime value by increasing renewal rates
• Proactively engage customers before renewal period
• Maintain high customer satisfaction and NPS
• Increase revenue and business performance by creating renewal-upsell opportunities
PROACTIVELY PREVENT CUSTOMER CHURN AND INCREASE LOYALTY
Customer churn occurs for multiple reasons along many different lifecycle stages. Customer-centric brands use Roojoom to proactively engage with their clients at churn- sensitive moments in order to engage them with the brand, create dialogue, and better understand the value of service/product.
• Ensure customer retention at churn-sensitive lifecycle stages
• Programmatically engage customers who are “slipping-away”
• Provide the most relevant content, data, and promotions to each customer in a timely manner
• Educate your customers on new product usage potential
INCREASE ADOPTION OF NEW SERVICES
Brands seek to increase customers’ adoption of new services at most stages of the customer lifecycle. Roojoom’s Customer Journey Management Platform helps by creating new touch-points and upsell and cross-sell opportunities.
• Promote new opportunities for new product adoption at the most relevant moment for each customer
• Drive engagement and upsells
• Draw customer attention to new or existing offerings, features, and services they were not aware of
• Build a digital dialogue with each customer
INCREASE FREQUENCY OF PRODUCT/SERVICE USAGE
Increasing the frequency of usage is a priority for brands focused on generating the maximum potential customer lifetime value. Roojoom helps increase your customers’ frequency of product usage by providing timely and relevant content, data, and information. Roojoom also reminds customers o the benefits o usin our brand, and educates them on new ways to use your products and services.
• Provide timely and relevant reminders to the customer
• Educate your customers about new usage potential
• Adapt your communications and content to your customer’s needs at every stage along their journey
• Create upsell and cross-sell opportunities
www.roojoom.com
CONTACT US+1 917 477 7335 [email protected]