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.*

• boost the efficiency of their marketing people and the processes and technologies they use
• master customer analytics to translate customer and market data into value added strategic insights

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's Communications Hub integrates 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 Informational Advantage 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 which now dominates communications within the digital world. SEMA delivers on data-driven communications through the integration of three centres: Ignite Mail Centre, Burst Digital Centre and Live Contact Centre.

• Read about SEMA Ignite full-service mail management

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:

• increase appropriate customer interaction through lowest cost to market channels
• improve customer retention
• demonstrable results through improved ROI
• competitive advantage based on data and analytics

Integrated service offering

• Our professional team can meet your campaign management, technology and reporting requirements. You will benefit from a streamlined, quicker and more flexible approach to your customer communications
• Multi-channel, integrated messaging and individualisation of marketing and communications
• Business process improvement providing operational excellence in managing execution and marketing in a multichannel environment
• Multichannel and voice-of-customer content development and analytics
• Content planning and optimisation
• Individual customer insight and community engagement
• Increased visibility and integration of activities resulting in improved decision-making from better intelligence
• More relevant, effective communications responding to customer engagement and interaction with customer advocates engaged in communications development

* Accenture Marketing Transformation Survey 2010.
† IDC IView 2010.