Marketers must fundamentally change the structure, skills, practices and approaches of their marketing organisation to meet (customers’) changing needs and do so with the same or smaller budget. Customers (now) have heightened expectations for value, product quality and service.*In the same Accenture survey, marketers identified the need to
If you have similar needs, SEMA can help you with your marketing operations. From customer analytics and customer engagement to the strategic use of channels and messaging in an data-driven approach, SEMA can integrate your marketing communications. The outcome is to connect, interact and improve marketing's contribution to the business through engaging, monitoring and optimisation.
SEMA Group is a leading business process outsourcer for information technology and marketing services in Australia, providing communications management solutions to create a smarter business for its clients.
Customer engagement in the digital decade
The channels of conversation have shifted into a digitally defined environment where customers are technology enabled and empowered. Between now and 2020, the amount of digital information created and replicated in the world will grow to 35 trillion gigabytes.†
One of the biggest challenges for marketers is integrating online and offline communications and to fully leverage the digital universe. Marketing and communications is now largely driven by evolving technologies which enable and recognize that communities demand the ability to co-create.
Customer engagement process
A re-engineering of the communications process is inevitable recognising that it is the multi-channel collaborative environment that now dominates communications within the digital world. SEMA delivers on data-driven communications through the integration of three channels: mail, digital and contact centre.
It's not business as usual
Through flexible and innovative processes and technologies, SEMA enables Tier One and Tier Two organisations to engage and collaborate seamlessly with their customers on an individual basis using data intelligence reflected in individualised communications content that encourages interaction throughout the customer communication lifecycle.
We combine this with inbound sense and respond mechanisms to encourage interaction and close the engagement loop. The outcomes are reflected in reporting dashboards demonstrating which channels and which content are driving engagement and conversations with which segments.
Our best-practice customer lifecycle management throughout the entire customer communications process contributes to:
Integrated service offering
* Accenture Marketing Transformation Survey 2010.