CUSTOMER JOURNEYMANAGEMENT PLATFORM

inquire@roojoom.com

+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

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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.

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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

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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

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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.

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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.

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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

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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

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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: inquire@roojoom.com

Personalizedlook and feel

Personalizedcontent

Personalizednavigation and

content assembly

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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

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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

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CONTACT US+1 917 477 7335 inquire@roojoom.com