Engagement overview

A large Australian wagering and media organization was facing challenges in managing customer communication preferences and complying with strict regulatory standards, risking potential fines. TO THE NEW partnered with the client to transform their communication workflows using Salesforce. Leveraging our deep expertise in Salesforce, we integrated the Suppress, Throttle, Opt-out, and Preference System (STOPS) to streamline communication processes, enhancing operational efficiency and reducing regulatory risks. This solution not only optimized outbound call management but also strengthened customer relationships and unlocked new revenue opportunities for the client.

Our client

Gaming | Australia
Client is a leading Australian wagering and media organization with a rich history spanning over a century. It operates a diverse portfolio of wagering and media businesses, including various renowned brands. With a substantial customer base and a complex operational landscape, the client sought to optimize its customer interactions, enhance operational efficiency, and mitigate regulatory risks to maintain its market leadership and drive sustainable growth.

Business objectives

Consolidate customer data into a unified platform to achieve a full view of customer interactions and preferences

Increase and streamline pre-call verification to boost call volume and reduce manual workload

Mitigate compliance risks by implementing a system to automatically identify and suppress restricted contacts, avoiding potential fines

Develop personalized and efficient communication strategies to foster deeper customer engagement and loyalty

Our solution

Implemented a centralized Salesforce solution to consolidate all customer data, providing a 360-degree view of customer interactions. This simplified data access and improved customer understanding, enabling more targeted outreach

Introduced a color-coded “Traffic Light" System status indicator in Salesforce (Green for open contact and Red for prohibited communication). This system, enabled faster decision-making, reducing compliance risks & operational delays

Automated pre-call checks were introduced that eliminated manual tasks and increased outbound call volume. This streamlined workflow allowed sales and service agents to focus more on meaningful interactions, enhancing productivity

Integrated the Suppress, Throttle, Opt-out, and Preference System (STOPS) to automatically filter out restricted contacts, lowering regulatory risks and avoiding fines. This boosted compliance and reinforced customer trust

Eliminated manual checks by creating centralized and automated customer contact processes for experienced managers, ensuring a more efficient workflow

Our tech stack

clients

 

Business benefits

TO THE NEW's innovative Salesforce implementation helped the Australian wagering giant achieve a comprehensive resolution, reduced the risk of non-compliant contact, minimized regulatory fines, and strengthened customer relationships. Here are the key business benefits:
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