Digital Services Provider Tailors Customer Experiences Using Episerver Digital Experience Cloud

Our client is a subsidiary of a leading communications provider in Central and Eastern Europe, and is a partner that supports customers in the process of digitalizing their business. The company focuses on the B2B market and offers digital services to actively support companies in the digitalization process with the goal of enhancing their business success. Our client covers solutions areas such as IoT, artificial intelligence, security as well as cloud-based ICT solutions which build on existing data center capacities in European and other markets.

Business Challenge

Our client needed a solution to increase the operational effectiveness of its marketing department as well as enhance the customer experience over its web presence. Some of the main requirements of the project included website content management, personalization features to tailor the website to various customer segments, as well as advanced analytics to measure and optimize the website’s performance.

Project Description

In order to recommend a suitable solution to our client, SoftServe held a series of discovery meetings with all involved stakeholders to assess all existing processes, ecosystem, and workflows.

Based on the findings from the discovery phase, the recommended platform to meet the needs of our client was Episerver – a market-leading web content management system and digital marketing suite. It enables editors to drag-and-drop content to quickly create new digital experiences that are automatically responsive. In addition, Episerver offers several advanced capabilities that use artificial intelligence to personalize experiences such as content and product recommendations, search results, and emails.

SoftServe was responsible for implementing Episerver Digital Experience Cloud and integrating it with our client’s other tools and third party systems and repositories of customer data used for segmentation.

Value Delivered

By implementing Episerver Digital Experience Cloud, SoftServe enabled our client to easily manage its marketing activities to ensure an enhanced customer experience. Some of the key benefits that the new solution introduced include:

  • Easy to use web content management and an additional forms module to enable marketers to create web forms from scratch
  • Content personalization based on the customer segments’ characteristics and interests
  • Enhanced visibility over user interactions through advanced analytics
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