Bharat Matrimony delivers personalized subscriber experiences

bharat-matrimony-unica_shutterstock_58353235

Overview:

Matrimony.com Pvt. Ltd, a profitable organisation, is one of the fastest growing internet companies within the digital and offline matrimony spaces. Apart from 200 outlets in India, it has a presence in the UK, the US, Dubai, Sri Lanka and Malaysia. Their website logs about 8000 users each day and is based on a C2C (member-to-member) model.

Matrimony.com is hailed as the Most Trusted Matrimony Brand avialble, combining tradition and technology. A network of 15 regional portals and over 3 Crore members, Matrimony has found a place in the Limca Book of Records for facilitating a record number of marriages. Matrimony has been recognized as the Best Matrimony Website 2007 by PC WORLD for technology and performance and is also listed in NASSCOM’s Top 100 IT Innovators.

Challenge:

Matrimony.com wanted to deliver a personalized and near-real time experience to its subscribers. Faced with an ever-increasing amount of data to sort, generate, analyze and match from its 350 micro websites frequented by over three million subscribers, Matrimony.com needed a reliable and scalable analytics platform to support several petabytes of data and deliver a near-real-time responsiveness.

Solution:

Xerago studied Matrimony’s marketing approach and suggested a fundamental change – keep the customer at the center of the operations and maximize customer value from the marketing efforts. Xerago realized that deploying the Enterprise Marketing Management software would help achieve this objective and would result in an innovative way to market Matrimony.com’s services rather than just connect the dots.

Xerago helped Matrimony.com identify IBM EMM as the right solution among various options . IBM EMM helps brands optimize cross-channel campaign efforts and engage its audience in highly relevant, interactive dialogues across digital, social, mobile and traditional marketing channels.

To facilitate cross-channel, multi-wave marketing campaigns and improved campaign targeting and relevance, Xerago implemented the IBM Campaign. IBM eMessage was deployed to extend IBM Campaign’s capabilities to email and other outbound digital campaigns so they could create, preview, test, execute, and track messages. In order to provide real-time personalized experience for customers interacting with websites, call centers and other inbound marketing channels, Xerago implemented IBM Interact. IBM SPSS was deployed to predict customer behavior and make smart decisions to solve problems and improve outcomes. To help Matrimony.com gain business intelligence insights and make better business decisions, Xerago integrated IBM Cognos with the above IBM modules.

Overall, the solution was able to address Matrimony.com’s global and diverse customer base with relevant and personalized messaging based on member-interaction history. Customer data was captured from multiple channels such as email, SMS, banner ads (across the website), telesales and retail centers, and was used by the various stakeholders in the company’s management, sales and marketing teams to assist in decision making. As a result of our efforts, Matrimony.com is now able to drive targeted marketing campaigns to the right subscriber, at the right time and improve personalization for greater customer satisfaction.

Deliverables:

  • Identification of EMM solution
  • Implementation of IBM Campaign, eMessage, Interact, SPSS and Cognos

Outcomes:

  • Improved relevance and targeting
  • Near-real time responsive services
Get in Touch

For queries regarding our Customer Value Maximization platform or our Solutions

* Mandatory

captchaLoading Page - Xerago

dear

Name

Thank You

for reaching out to us. One of our representatives will get in touch with you shortly.

What's your score?

Know what? You are not alone – less than 0.2% of the world’s financial services brands can stake the claim that they can do all this.

See how our Customer Value Maximization Platform can help you maximize value in your engagement with your customers!

Take me to the Platform

What's your score?

congrats-icon

Congratulations! You are probably in the top 0.2% of the world’s leading financial services brands.

See how the Customer Value Maximization Platform can simplify your engagement with your customers!

Take me to the Platform

What's
your score?

seperator

Score how well you are maximizing customer value

Answer 7 questions to figure out how well you are maximizing customer value.

Do you continuously engage with every customer in your portfolio – even when they don’t visit your branches – not just to wish Happy Birthday or Merry Christmas, but to truly grow value?


Is every non-branch interaction with your customers intelligent enough to consider relationship history, relationship value and customer exhibited behavioral traits and preferences? Every single interaction?


Do you know which customer to include and exclude, when to do so, and with what message, when you want them to buy your products and services? Do you do this without offline / online spamming?


Is there a clearly articulated strategy, understood by everyone? Is it being implemented by all stakeholders cohesively working together, to maximize customer value?


Do you proactively arrest customer value decline, even when customers don’t yell, or send stinkers to support? For example, when card spends decline steeply, do you auto-activate those customers?


Can you do all the above by clicking a few buttons – without investing in an army of IT, Analytics, Marketing and Product Managers?


To sum up, do you continuously grow customer value – measured on both revenue and relationship dimensions – evidenced by portfolio revenue and business value metrics?

To score yourself, you need to take the quiz!

Show Buttons
Score yourself
Hide Buttons