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Eigen X Case Study- Association of Independent Mortgage Experts​

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Client Overview

Location: Philadelphia, PA, USA

Employees: 11 - 50

Industry: Non Profit

Solution: Marketing Cloud, Sales Cloud, Service Cloud​

Go-Live Dates: On Going

The Association of Independent Mortgage Experts (AIME) was established in 2018. Its mission is to establish a community of independent mortgage experts by creating an association that empowers them with the tools, resources and support necessary to successfully advise consumers nationwide with their residential mortgage needs; cultivate ideas, provide exclusive benefits and impact legislative and social progress through advocacy and education.​​

Challenge

  • Contact data in Marketing Cloud was beyond the purchased contact limits of Marketing Cloud and required data cleansing to stay within established limits​

  • Errors with regards to personalization of emails sent via email journeys​

  • Deliverability issues for email sends that resulted in a lack of overall engagement with email content​

  • An over-reliance on manual email out-reach procedures with customers​

Solution

  • Created a series of auto-populated data-extensions to help identify duplicate contacts, hard bounces and non-salesforce records as candidates for removal​

  • Automated a process for the removal of pre-identified contacts that met specific criteria for safe removal​

  • Enhanced existing Marketing Cloud Journeys with enhanced personalization to allow for more targeted outreach to customers​

  • Implemented SAP and an IP warming strategy for AIME’s existing Marketing Cloud instance to improve overall delivery rates and inbox placement​

  • Created additional customer journeys with decision splits based on client interactions to increase targeted outreach and reduce the need for manual outreach. ​

Result

  • Contact population reduced to a level to met contractual obligations with additional space made available for continued contact growth​

  • Increased email engagement through the use of greater personalization and enhanced inbox placement​

  • Increased delivery rates for email sends​

  • A decrease in manual client out-reach as a result of the creation of email customer journeys with multiple paths for specific customer use-cases​