G'DAYTERADATA SUMMIT

STEPPING AHEAD OF THE DIGITAL CURVE.THE SALMAT JOURNEY.

WHO WE ARE

HOW WE'VE

EVOLVED

OUR NEWOPERATING

MODEL

WHAT WE AREDOING

WHO WE ARE

As a leading provider of marketing solutions in Australia and New Zealand, we help businesses deliver the best customer experience across digital and traditional channels.

Salmat enables multi-channel customer experience

WHO WE ARE

www.

Customer path to purchase

Pre-Purchase

Engagement & Acquisition

Campaign Management

Point of Purchase

Conversion

Commerce & Search

Post Purchase

Retention

Customer Loyalty

Customer path to purchase

Across Salmat's core service pillars

Single Customer View

WHO WE ARE

CAMPAIGN MANAGEMENT SEARCH

MESSAGENET DATA

LOYALTY COMMERCE

DESIGN STUDIO

We service over 200 clients across all key market verticals from retail to telecom/utilities.

WHO WE ARE

HOW WE'VE

EVOLVED

OUR NEWOPERATING

MODEL

WHAT WE AREDOING

HOW WE'VEEVOLVED

WE

HA

VE

EV

OLV

ED BECAUSE

CUSTOMERSHAVE EVOLVED

and they expect:

• A single, seamless, well orchestrated conversation.

• Their online world meshes with their offline experiences.

• To be empowered to make well informed, timely choices.

CU

STO

ME

RS

HA

VE

EV

OLV

ED WHAT THIS

MEANS FOR THE MARKETERS:

• They must listen, learn and act quickly (agility).

• They must aggregate and mine for actionable customer data & insights.

• They must execute real time communication that are highly relevant and makes impact.

HAVE YOU ASKED YOURSELF...

• What resources do you have in place?

• How will you act on these insights?

• What tools will you have to help to see it through?

WH

AT

M

AR

KE

TE

RS

N

EE

D

WE EVOLVED FROM BEING CHANNEL CENTRIC...

smswww.

TO BEING CUSTOMER CENTRIC

sms

www.

REAL TIME INSIGHTS:

• interactions

• preferences

• behavioural

• predictive

WHO WE ARE

HOW WE'VE

EVOLVED

OUR NEWOPERATING

MODEL

WHAT WE AREDOING

OUR NEW OPERATING MODEL

• Agree strategic goals, scope, deliverable + outcomes.

• Deep dive on available data

• Map customer lifecycle to the goals and outcomes

• Define the programs in detail (onboard/ re-engage/ best channel)

• Define the content required for each program & campaign

• Build and test templates

• Build preference centre

• Create data connections

• Implement programs

• Review performance metrics

• Optimisation of programs

• Plan future programs & channel connections

discover define build & test

report& review

our approach

SALMAT INFLUENCE™

SOPHISTICATIONVAlue ADDeD serVices: QUICKSTART ONBOARDING PROGRAMME & OPTIMISE REVIEW SESSIONS

ACTIVATE

BROA

DCA

ST

AUTOM

ATEIN

TERACT

AD

VO

CATE

>>>>>>>>>>>>>>

>>>>>>>>>

>>>>>>>>>>>>>

>>>>

>>>>

>>>>

>

>>>>

>>>>>>>>>>

DATAA ATT BASE

ACQUISITION

BATAA CH

&BLA

ST

AUTOMATAA

ION

MARKETING

OFFERS

REAL-LL TIME

REF

ERRA

LM

AR

KET

ING ACQUIRE

ENGAGE

AD

VO

CACY

& RETAIN

hYgiene enrichMent AggregAtion rePorting & insights

coMMerce & seArchcAMPAign

MAnAgeMent custoMer loYAltY

TARGET & MERCHANDISE

SEGMENT, TARGET& GROW

RETAIN & ENGAGE

DA

tA s

erV

ices

cleAnse& enrich

AggregAte & MAnAge

rePort & AnAlYse

SINGLECUSTOMER

VIEW

SINGLE VIEW Of CUSTOMER, pRODUCT, pURCHASE & TRANSACTION HISTORy

SINGLE VIEW Of CUSTOMER, COMMUNICATION & RESpONSE HISTORy

SINGLE VIEW Of CUSTOMER, LIfETIME VALUE, NpS &

REWARDS

CUSTOMER JOURNEY MAPS

PRE-PURCHASE

WE

BE

MA

ILS

OC

IAL

ME

DIA

DIR

EC

T M

AIL

PURCHASE WELCOME & ENGAGEMENT ADVOCATE

MarkThe returning Tradie

JenniferThe new customer

JohnThe upsell candidate

M 29 SOLE TRADER F 38 OPS MANAGER M 55 OWNER OPERATOR

Mark searches ‘hire products’

He signs up with Coates Hire

Welcome email received

Newsletterreceived with an

offer. He clicks on a display ad

He receives a special offer

via mail

He goes to a preference centre

and creates a shortlist

Redeems offer from mailing

He shares the offer on facebook

opens email but doesn’t click

WHO WE ARE

HOW WE'VE

EVOLVED

OUR NEWOPERATING

MODEL

WHAT WE AREDOING

WHAT WEARE DOING

LEADING DEPARTMENT STORE

coDenAMe: roYAleRoyale is looking to:

• Present offers at point-of-sale and online, based on recency and frequency attributes across purchasing, preferences and behavioral information.

• Send highly targeted, multi-channel messages.

• Achieve its ultimate goal of keeping customers in-store and increasing share of wallet.

“As a loyal customer, I expect Royale to reward me with the most exclusive offers on the brands and products that are of most interest to me whilst I’m in their store or on their website.”

CASE STUDY

THE SOLUTION

SCV

single-custoMer VieW

An integrated marketing database

with an extended 360º view of all customer

touchpoints

cAMPAign MAnAgeMent

The setup & automation of multi-channel campaigns

based on predefined segments & customer

profile

rePorting & insights

Use of COGNOS to enable interactive

dashboard and drill down reporting of

campaigns in real-time

reAl-tiMe interAction MAnAger

(rtiM)

Integration with POS and Merch.

management system to enable data capture & real-time offer delivery

to FinD out More:DENISE TUNGDIRECTOR, MARKETING SERVICES

T. +612 8783 2686 E. denise.tung@salmat.com.auSalmat, Level 3, 116 Miller Street, North Sydney, 2060

THANK YOU