Consumer Onboarding Email Automation


BayCoast Bank achieved a successful onboarding experience for new customers, working closely with an external agency. The project utilized effective project management, Salesforce-powered technology, and thoughtful messaging to deliver tailored messages to the right audience at the right time through data analysis and journey mapping. Marketing automation streamlined the onboarding process fostering high customer engagement and satisfaction.

GOALS

  • Enhance the overall customer experience through Salesforce journey mapping and targeted messaging
  • Achieve a high delivery rate for onboarding communications
  • Maintain a low unsubscribe rate by resonating with the audience

RESULTS

  • Achieved a tailored onboarding experience for new customers, boasting a robust 98.4% delivery rate. 
  • Elevated customer engagement and satisfaction were evident during onboarding, yielding over 300 clicks. 
  • Employed journey mapping to precision-target messaging, enhancing the overall customer experience, and achieving an impressive 0.2% unsubscribe rate, affirming strong resonance with the audience.

SCOPE

  • Journey Mapping: Collaborated with an external agency to map the onboarding journey.
  • Content and Messaging Strategy: Enhanced the content and messaging to add value and create a comprehensive program.
  • Email Template Designs: Collaboratively create customized email templates.
  • Salesforce, Pardot, and Marketing Cloud Email Programming: Implemented onboarding processes using Salesforce, Pardot, and Marketing Cloud.
  • Testing and Quality Assurance: Conducted thorough testing and quality assurance processes.
  • Internal Launch Communications: Executed comprehensive internal launch communications with employees and stakeholders.

TOOLS

  • Adobe Illustrator
  • Salesforce/Marketing Cloud
  • Microsoft Office Suite

SKILLS

  • Marketing Automation: Implemented a marketing automation program to streamline the onboarding process.
  • Customer Journey Mapping: Mapped the onboarding journey to deliver tailored messages to the right audience at the right time.
  • Copywriting and Communication: Crafted a thoughtful messaging approach to engage and satisfy new BayCoast Bank customers during onboarding.
  • Quality Assurance: Conducted testing and quality assurance for a seamless internal launch of the onboarding experience.
  • Data Analysis: Leveraged analytics and reporting setup to extract valuable insights for further improvements.
View All Work