Case studies

We form true partnerships with our customers

We are solution-focused and committed to getting things right for our customers. If you're not happy: we're not happy. Explore our case studies below to see how we have removed customers' obstacles and turned time-consuming challenges into cost-saving, time-efficient and highly effective solutions.

A personalised approach to customers, forming true collaborative partnerships.
damart

The challenge

Damart want to build an electronic marketing relationship with their younger customers, but didn’t have the infrastructure to do this. They needed an easy to use platform for 1:1 rules-based emails, and also to have direct access to their web visitor browser data, to include this in their insight platform and communications planning.

The solution

Damart now use Data Interlace to gather data from their websites, providing information on customer browsing activity, that is aggregated and fed directly into their single customer view (SCV). The same platform also provides automated abandoned browser and basket emails, to ensure that Damart maximise the value of each website visit. Additionally, Syrenis provide Damart with an easy to use application for marketing automation emails, allowing them to send 1:1 emails to their customers.

The result

Damart now have a platform from which to build a complete range of 1:1 customer communications, which in time, will reduce the dependency on direct mail, thereby improving the marketing ROI. Starting with the customer welcome programme, additional campaigns will be added, ensuring that Damart provide relevant & timely messaging based on what an individual customer does. The accuracy of these communications is enhanced by the addition of the browser data (via Data Interlace), into the SCV, allowing them to develop new insight variables on digital recency, digital frequency and digital consumption.

damart

The challenge

The RNLI is a hugely successful fundraiser, but had legacy systems for web forms, which did not have the flexibility required to cover all aspects of donation forms and in particular sponsorship events. Further, the legacy platforms were not integrated into the RNLI fundraising platform, Charisma. This meant manual loading of transactions and a time-lag in receiving donations and event registrations.

The solution

Syrenis created a powerful web forms application, that allows the RNLI to create unlimited donation pages and multiple events. This secure, cloud based application gives users a simple interface, requiring no technical knowledge, from which to build, test & publish the fundraising forms. The web forms application itself, is part of the RNLI single supporter view, SSV, also engineered by Syrenis, which means there is seamless integration between the web forms and Charisma, as the SSV has a bi-directional interface.

The result

New donations and events pages are created quickly by non technical users, and all the related transactional data is integrated into the RNLI SSV and CRM systems. This has simplified an important revenue generating source for the RNLI. Syrenis has protected the investment in this web forms function long term, since it produces XML as it output from all forms, which means it can produce web forms for any platform and any website, thereby not tying the RNLI down to a single website platform over time.

damart

The challenge

Support calls are expensive to handle and the issues raised can be complex and time-consuming to resolve. With the objective of increasing customer satisfaction, while decreasing expensive support calls, Syrenis worked with its long-standing client, Thompson and Morgan, to improve the post-sale experience for their customers.

The solution

Syrenis engineered a secure My Orders website so that Thompson and Morgan's customers could go online and check the status of their orders rather than phoning their customer service line. The solution covers the four Thompson and Morgan brands and provides customers with an up to the minute status for all their pending and historical orders. Additionally, Syrenis has created an automated order acknowledgement and dispatch notification service, ensuring that all Thompson and Morgan customers are kept up to date with the status of their orders.

The result

These two solutions have reduced support calls from 63% to 27%. In a seasonal business, where customers sometimes place orders months in advance of product delivery, proactive communications to advise on order status, including a My Orders function, ensures all Thompson and Morgan customers have access to the latest information on their orders.

Trusted by leading organisations worldwide

  • Syrenis software is trusted by the NSPCC
  • Syrenis software is trusted by Xerox
  • Syrenis preference management software is trusted by the Woodland Trust
  • Syrenis software is trusted by Dennis Publishing

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