CRM 101

Building lasting customer connections in a digital world.

In today’s rapidly evolving digital landscape, forging meaningful and enduring relationships with customers has never been more crucial. Traditional marketing strategies no longer suffice for companies aiming to build trust, loyalty and authentic connections. Instead, a forward-thinking approach that integrates innovation, actionable data and customer-focused tools is essential.

As Braze experts, we at SCHMACK unlock the platform's full potential to deliver outstanding results. Braze is more than a marketing tool. It is a transformative solution that empowers brands to create tailored, impactful and results-driven customer experiences. By combining our expertise with Braze’s capabilities, we design strategies that optimise customer journeys, drive engagement and achieve measurable outcomes.

In this blogpost, we showcase inspiring client stories, effective strategies and bespoke solutions that illustrate how Braze can revolutionise the way brands connect with their audiences. With our hands-on experience and in-depth knowledge, we help businesses maximise Braze’s potential to elevate customer engagement to the next level.

Why Braze Matters

Modern consumers demand relevance, personalisation and convenience. Meeting these expectations requires tools that not only track customer behaviour but also anticipate needs. Braze enables businesses to achieve this through data-driven insights, AI-enhanced personalisation and advanced multi-channel orchestration.

What makes Braze unique is its intuitive interface designed to simplify complex workflows. Its powerful tools, including AI-driven personalisation and Liquid logic, allow brands to scale tailored experiences effortlessly. The platform excels in seamless communication across channels such as email, push notifications, in-app messaging and retargeting through Meta and Google Ads. Real-time data processing ensures messages are not only personalised but also contextually relevant, helping brands connect with customers at the perfect moment.

While other platforms may offer similar features, Braze stands out with its user-friendly design and innovative Canvas functionality. This enables lifecycle enhancements such as two-way conversations on WhatsApp and integrated Product Feature Flags. Additionally, Braze was recently recognised as a Strong Performer in The Forrester Wave™: Email Marketing Service Providers, Q2 2023. The report praised Braze for its strong integrations, API-first approach, and support for actionable personalisation at scale

By combining cutting-edge technology with an accessible approach, Braze enables businesses to deliver meaningful interactions and measurable results with efficiency.

How Braze Creates Success

Boosting Engagement Through Tailored Strategies

A company facing challenges with inconsistent communication strategy and low customer engagement turned to Braze. After implementing Braze, they adopted a multi-channel strategy using email, push notifications and in-app messaging. By leveraging Braze’s intelligent timing features, the company optimised message delivery to reach customers at the right time.

This led to a 50% increase in holiday bookings through the app, a 30% rise in add-on purchases, and a 20% growth in the share of app-driven sales. By prioritising timely and relevant messaging, the business improved relationships and strengthened customer loyalty.

Key Insights

• Well-timed messages significantly boost engagement and conversion.

• Thoughtful communication builds trust and encourages loyalty.

Streamlining onboarding with personalised journeys

A service platform with high drop-off rates during onboarding simplified its process using Braze. The platform integrated multiple channels, including email, SMS, push notifications, Meta and Google Ads retargeting, to deliver consistent and relevant messages.

By using Braze’s Canvas functionality, they mapped detailed workflows addressing user pain points. Welcome emails were sent immediately after sign-up, followed by push notifications reminding users to complete their profiles. Retargeting ads brought inactive users back into the process, creating seamless touchpoints throughout the journey.

This approach increased onboarding completion rates by 30% and engagement by 25%. By addressing user needs proactively, the platform built lasting connections with its audience.

Key Insights

• Personalised onboarding reduces drop-offs and boosts engagement.

• Multi-channel strategies help maintain customer interest and involvement.

Enhancing campaigns with Data-Driven insights

A recruitment platform struggling with limited performance metrics adopted Braze with the goal of creating more targeted campaigns. They leveraged advanced segmentation, real-time data integration and AI-powered personalisation to deliver hyper-relevant content to their users. Using Braze Canvases, the team designed workflows that adapted in real time to user behaviour. For example, users who abandoned applications received follow-up emails with tailored job suggestions. This approach leveraged both connected content and Braze Catalogs. Meta retargeting ads were used to re-engage users who had not returned. Every interaction was designed to feel valuable and contextually relevant.

As a result of these efforts, the platform saw measurable improvements in key areas. Engagement was defined as the percentage of users who interacted with follow-up emails or clicked on tailored job suggestions. This metric increased by 30%. Churn was measured as the number of users who stopped interacting with the platform within 30 days of signing up. This was reduced by 25%. Application completion rates, which tracked users successfully submitting job applications, increased by 45%.

This focused and data-driven approach helped the platform achieve significant improvements in campaign performance and customer engagement.

Key Insights

• Data-driven strategies create impactful campaigns.

• Advanced tools ensure meaningful, personalised interactions.

Transforming Communication Through WhatsApp

A fintech company transformed its customer interactions by integrating WhatsApp with Braze. Using Braze Canvases, the company created two-way conversations tailored to user preferences. For example, payment reminders included an option for customers to complete their transactions directly within WhatsApp, and address updates could be submitted and processed in real time. These seamless interactions not only improved efficiency but also enhanced the overall customer experience by reducing friction and making the process more convenient.

The company saw measurable improvements as a result. Customer satisfaction, based on feedback surveys and reduced complaints about payment and account management, increased by 25%. Additionally, payment reminders sent through WhatsApp led to a 30% increase in completed transactions. By turning potential challenges like missed payments into opportunities for engagement, the company successfully streamlined its operations while delivering a smoother and more user-friendly experience.

Key Insights

• Two-way communication builds stronger connections.

• Channels like WhatsApp enhance engagement through personalisation.

Conclusion

Braze empowers businesses to navigate today’s customer engagement challenges by offering innovative features like real-time analytics, personalised workflows and multi-channel capabilities. Whether you aim to increase engagement, improve retention or optimise communication, Braze provides the tools to succeed.

Ready to elevate your customer engagement? Explore more case studies and strategies on our website or contact us today to discover how Braze can help your brand thrive in a competitive digital landscape.