PBSL Streamlines Data to Cement Customer Insights

Professional Building Supplies Ltd (PBSL) is a leading nationwide supplier in the building construction materials sector, renowned for its comprehensive range of quality products and comprising nine specialized brands covering various sectors like gutter systems, drainage, windows, doors, and outdoor landscaping. With a strong online presence facilitated by multiple eCommerce platforms and several physical store locations, PBSL has established itself as a key player in the industry.

They sought Mapp’s expertise to unify disparate data sources from different platforms, streamline their data management processes and enable personalized marketing efforts for increased customer engagement and revenue growth.

Laying the Groundwork for Increased Sales and Efficiency through Automated Marketing

The results underscore a significant improvement in customer engagement, revenue generation, and operational efficiency post–Mapp adoption. The substantial increase in engagement rates and revenue showcases the effectiveness of personalized communication strategies enabled by Mapp Marketing Cloud. Automated campaigns have notably driven revenue, highlighting efficiency gains through automation. The reduced time to build emails emphasizes streamlined processes and enhanced productivity.

Overcoming Data Complexity: PBSL's Challenges in Unifying Customer Insights

PBSL encountered significant challenges in managing their customer data and refining their marketing strategies. With data streams originating from various channels such as websites, phone orders, and their ERP system, consolidating this information into a cohesive database presented a formidable task.

Before implementing Mapp Marketing Cloud, this disunity in data sources led to inefficiencies in customer engagement, a lack of personalized marketing, and difficulty in tracking customer behavior effectively. Furthermore, having multiple brands within the organisation complicated matters, requiring a tailored approach to customer segmentation and communication strategies. However, the adoption of Mapp Marketing Cloud provided PBSL with essential tools for data analysis, segmentation, and personalized marketing, enabling them to overcome these challenges and optimize their marketing efforts successfully.

Leveraging Mapp Marketing Cloud For Enhanced Data Management And Customer Engagement

Implementing Mapp Marketing Cloud has significantly contributed to PBSL’s growth by addressing key challenges in data management and customer engagement. With disparate data sources from various platforms like Magento for eCommerce, ERP for branch orders, and phone orders, PBSL needed a unified solution. Mapp integrated these data sources into a single platform, enabling the creation of a unified customer profile. The integration provided PBSL with actionable insights, empowering them to develop custom-built dashboards for trend analysis and AI-driven forecasts. These capabilities enhanced personalized marketing efforts, including dynamic campaign content, product recommendations, and on-site personalization, boosting customer engagement across email, SMS, and web channels.

Moreover, Mapp’s capabilities extended beyond traditional CRM channels, offering comprehensive insights into the entire customer journey. PBSL leveraged Mapp’s segmentation tools to target specific customer segments effectively, optimizing their marketing campaigns across brands and channels. Mapp’s personalization features enabled PBSL to create tailored recommendations and automate follow-up campaigns based on real-time web interactions, leading to a significant increase in engagement rates and revenue performance.

As PBSL Group moves forward with enhancing its use of the Mapp’s platform, the focus will shift towards deepening customer engagement and loyalty through advanced data analytics. Key initiatives include refining cross-brand marketing strategies, optimizing both digital and in-branch customer experiences and improving the efficiency and effectiveness of marketing automation. These efforts aim to leverage deeper insights from integrated data sources to deliver personalized customer interactions and drive increased business performance across all channels.