CUSTOMER JOURNEY Mapping

Automate the Customer Experience

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Improved Customer Engagement

Execution of the Customer Journey

Maps direct individuals to their destination, identify turns, warn users if off-track, and help them get back on task when they do. Many organizations charter extensive projects to map their customer journey, identify critical touchpoints in that journey, and learn how to improve their overall customer experience. But simply developing a big, colorful map isn’t sufficient to achieve those goals. Once a company has completed the customer journey mapping exercise, execution becomes the challenge.

According to the Aberdeen Group, proper execution of a journey map leads to substantial returns in many different areas, such as improved employee engagement, higher customer referrals, more positive mentions on social media, reduced customer service costs, and many more. With so many benefits to be gained from the mapping exercise, overcoming the execution challenge is crucial.

Customer Journey Mapping is one module of Ecrion’s industry-leading Customer Experience Automation platform, designed for implementation by itself, or in tandem with others to automate a company’s entire customer experience. Journey maps are easily entered into the software with an intuitive drag-and-drop user interface. Ecrion then generates and delivers personalized customer communications at defined milestones, and presents management with actionable data in easy to understand, configurable dashboards.

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Physical and Digital Touchpoints

Incorporate both non-digital and electronic interactions into the customer journey. Track and manage phone calls, branch visits and in-store purchases, in addition to electronic communications, interactions and social media activity. Easily integrate your customer journey to any system to include activities recorded within them. Capture and monitor the complete customer journey.

Customer Journey Mapping

Input customer maps into Ecrion software with a simple, intuitive graphic interface based on drag and drop capabilities. Automate activities, including contextually-relevant, personalized communications, at any point during the customer journey. Accelerate interactions with customers and increase collaboration with all parties while improving visibility into those interactions. Map both long-term journeys and short-term interactions.

Automated Personalized Communications

Automate mail, email, text messages and other communications at desired points in the journey. Personalize communications on flexible criteria such as purchase history, spend, account age, account activity, demographics and more. Include relevant, individualized data and analytics specific to each recipient. Humanize communications while reaching audiences both large and small.

Customer Dashboard and Analytics

Measure the success of a new customer journey map with executive dashboards containing standard and customized analytic tools. Identify trends in both the customer base and the broader market, and react as needed. Assess the performance of specific campaigns and individual communications to improve effectiveness. Calibrate communications and tactics for optimum impact.

Process Improvement

Improve the overall customer experience by monitoring the progress of both individuals and the entire customer base through both long-term journeys and short-term activities. Identify points of friction in the journey, correct them, and iterate to test new ideas and build true customer engagement. Earn customer loyalty by establishing customer-centric business processes.

Ecrion Enables Stronger Customer Connections 

Organizations worldwide leverage customer journey software by Ecrion to enhance their customer experience, reduce operating costs, and take control of their customer experience processes. Thousands of companies across a broad range of industries ensure compliance with corporate branding and legal standards while establishing genuine connections with their customers—one at a time.

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Learn why some of the world’s most forward-thinking companies trust Ecrion for their customer communication and engagement needs!

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