Focused, Secure and User-Friendly: Building a Direct and Multi-Channel Communication System

Companies today face a particularly complex challenge: they must communicate a wide range of messages to a diverse audience across multiple channels. Additionally, many of them must comply with strict security and availability requirements.
Other organizational roles, such as IT managers and marketing managers, add to the list of requests by requiring solutions for both operational (in addition to marketing) messaging, a user-friendly interface, and, if that weren’t enough, a Hebrew-speaking support.

We see this firsthand through our collaboration with one of our clients, a major and influential corporation. This corporation operates in multiple fields and therefore needs continuous communication with diverse audiences: business companies, municipalities, public institutions, a customer club, and sometimes direct communication with individual customers or users.

Here are some examples of the services and value our system generates for them and their audiences. We focused on their challenges and operational environment, as well as their use of the inwise system, to ensure a comprehensive and easy-to-use solution.

Challenges

• Multi disciplinary – The corporation requires a system that allows distributing campaigns and managing customer journeys for various fields and purposes—marketing benefits, customer clubs, cultural and artistic activities, personal messages, and more.
• Multi channel – Sending emails and SMS messages.
• Multiple objectives –  Sending operational and immediate messages, alongside marketing messages.
• Targeted communication – Focused and personalized sending based on segmentation.
• Integration with internal systems – The client needs a solution that allows automatic synchronization with their internal systems via API.

Solutions

Customer Loyalty program –  sending emails and SMS messages

The client operates a large customer loyalty program and requires a solution to send content to different customers through different channels according to changing needs (weekly mailings, updates, and special campaigns). The inwise system enables this in a simple and intuitive way. Following distribution, we analyze the effectiveness of the campaigns (opens, clicks, and other relevant metrics) in order to improve future distributions for specific customers and audiences. For example, before a fun day, newsletters and SMS messages were sent with the benefits and registration option. The day before the event, a reminder was sent to registrants, and after the event, a satisfaction survey was sent via email and SMS.

Personal Messages – API integration with internal systems

Every hour, an operational message is sent to the individual user. This precise sending is made possible by the API interface between the client’s internal system and the inwise system, allowing automatic synchronization. The result: an automatic, convenient, and simple process. Our system integrates easily and quickly with many systems, facilitating mailing and distribution processes for our customers. Our support teams are also available to assist customers and IT personnel to ensure real-time synchronization and response.

Projects and Initiatives: targeted sending based on segmentation

The client operates and manages a wide range of projects with many local authorities and municipalities. This requires precise sending to specific groups of stakeholders (e.g., finance managers in large municipalities with over 100,000 residents) rather than a broad approach to all employees in all municipalities. inwise system allows defining message sending based on targeted segmentation by region, role, and other categories. This process prevents broad and irrelevant distribution in advance, enabling more accurate and effective campaign management and distribution.

Reliability and information security

Meeting strict requirements for stability, reliability, and information security is a particularly important need for our client. inwise system complies with quality and information security standards, allowing the client to send messages and campaigns with maximum accuracy, at the optimal timing, knowing the message will reach the customer.

All in one system

With one platform, the client’s entire direct communication system can be managed conveniently, providing peace of mind and ease of use for clients. We were told by the client: “The use of a single, unified system for all the different needs of the company provides a convenient, simple, and precise user experience”