For 27 years, Catalina has managed targeted campaigns in- and out-of-store to more than 75 percent of U.S. shoppers and 130 million health consumers, delivering the right message to the right audience in the right environment so clients can successfully build their brands for less.
The complex systems required to deliver targeted offers to consumers & patients at 50,000 food, drug, and mass merchant locations worldwide are substantial. Retailers & brands expect Catalina to support their consumers as as they engage these targeted offers. Catalina turned to Salesforce.com’s Service Cloud to handle the more than 3,000 monthly consumer support requests generated by consumers.
Catalina tapped iDimension to develop a consumer support web site, and to fully integrate it with the Salesforce.com API. iDimension worked with Catalina support to create intuitive, cross browser, mobile friendly online forms for each major support scenario. Wufoo’s online form builder webhooks were used to push data to Salesforce.com, and WordPress served as the content management system (CMS). Postal addresses submitted by consumers are also verified for mail-ability via StrikeIron’s data quality web services.
The result was a cost effective system that supports consumers as they enter well formed support requests that are passed into the service cloud in a coherent, manageable manner. Catalina support call agents use the same online forms to enter support requests on behalf of callers. Catalina leverages WordPress to autonomously enter FAQ content. Google Analytics allows for analysis of content usage patterns to improve the site, and review of referring coupon blog sites so Catalina can “join arms” with them in support of consumers.