Empower Local Teams and Improve Customer Experience with Sageflo Radiate

Empower Local Teams and Improve Customer Experience with Sageflo Radiate

Though our ability to collect data and thoughtfully target customers has jumped leaps and bounds over the years; the reality is most brands don’t break down their approach at a truly local level as they simply don’t have the time or resources. This represents a missed opportunity to both nurture authentic relationships and create a more seamless customer experience.

Enabling your local teams, such as store managers, district managers, franchise owners or field staff to deploy select marketing messages can help scale marketing reach and support your over-arching corporate strategies, all while injecting regional nuance and touchpoints into your messages, providing a more personal connection to subscribers.

Common examples of local marketing messages, whether email, text or direct mail, include the following:

  1. Invitations to visit the nearest store
  2. Introducing the local team/new team members
  3. Invitations to upcoming local events
  4. Sharing local-only products, services or offers
  5. Sharing community support initiatives and updates

Nobody knows local markets better than the team members based in those markets, and giving them the ability to contribute and be a part of the greater marketing team pays huge dividends in customer engagement and retention. Campaigns sent by local teams are typically twice as engaging as promotional campaigns sent at the nation level, and are particularly effective at driving in-store visits.

Though implementing a distributed marketing approach may sound complicated — Sageflo Radiate not only makes it possible, but practical. It’s an easy-to-use, web-based tool that empowers local teams to quickly and easily create professional, on-brand marketing campaigns without needing corporate support. It works in tandem with almost every marketing platform on the market and has the necessary built-in functions and guardrails to minimize errors, all while ensuring a consistent experience aligned with global brand guidelines.

Utilizing a distributed marketing solution with your local teams provides marketers with the ability to scale influence and audience reach, without needing to increase the size of their team. It’s like having dozens (or even hundreds) of new members on the marketing team with no corresponding increase in headcount cost.

Equally important, it’s a great way to enhance the customer experience by better connecting the many ways your customers may be interacting with your brand across channels. Your customers are craving authenticity, consistency and connection; and local, personalized marketing is one of the best ways to make this happen.

Click here to learn more or schedule a demo.

Posted by Julian Scott

Case Study: Distributed Marketing Drives Higher Engagement

National Restaurant Chain Drives Higher Engagement by Empowering Local Owners and Operators to Send Highly Personalized Messages

By combining Sageflo Radiate with the power of their Marketing Automation Provider, a national restaurant chain was able to create a hybrid marketing program that boosted confidence in their local campaigns.


Local Marketing at Scale

As a large national brand, the restaurant chain wanted to combine the consistency of their brand standards, but also empower their local branches to have super personalized campaigns.

Finding a solution that allowed them to send messages at the local level was proving to be a difficult task.


Radiate Bridges the Gap with a Simple, Streamlined Tool

Sageflo Radiate enabled their corporate marketing teams to build multiple templates to ensure that local operators selected an approved template to send messages in minutes to their local customers.

Using corporate approved templates and images, franchisees were empowered to send thousands of additional personalized email campaigns to local markets and customers that could not have been sent otherwise, resulting in higher engagement and revenue.

Since launch, we’ve seen an increase in adoption from our franchise community over similar launches with past platforms. We attribute this to the ease of use within the platform itself – the step-by-step build process makes creating and sending emails easy and less daunting for many of our users. The ability for our operators to send customized email content to their communities has been incredibly valuable for connecting with their local guests.

Social & Digital @ Major Restaurant Franchise with 800+ locations across the US


Adoption by owners and operators in first 3 months


Weeks to migrate all campaigns


Higher Open Rates for franchise marketing campaigns


Increased Quantity and Quality of Local Email Marketing

The migration only took about 8 weeks, which saved significant time and resources.

A/B testing at the local level allowed the national restaurant chain to see more quickly which types of messaging worked, leading to better customer engagement.

The intuitive, user-friendly interface allowed for rapid adoption, with 100% of operators who logged in sending a campaign within the first 3 months.

The corporate marketing team has streamlined reporting, and can now see the holistic picture of both national and local performance in one place, due to local campaigns also being deployed through the same marketing automation platform used at the national level.


Read about how Sageflo Radiate works or contact us at info@sageflo.com and we’d be happy to tell you more about Radiate!

Posted by Aaron Smith

Sageflo’s 3×3 Podcast: Episode 3

Amarilys Rivera of Princess Cruises

In the latest episode of our 3×3 Podcast, Julian sits down with Amarilys Rivera, Email Marketing Manager at Princess Cruises, to discuss how her team addressed the sudden shift in work culture over the past year and resolved marketing challenges in the midst of global travel restrictions, all while ensuring consistent and positive customer experiences.  

Podcast Excerpts

Julian ScottOff of an incredibly challenging 2020, can you share some backstory on what it was like at Princess Cruises when COVID-19 hit and how have things evolved since?  

Amarilys Rivera: 2020 was definitely challenging for so many and impacted the cruise industry in particular. When the borders were closing for travel, the tough decision was made by our president to pause our operations. We didn’t really know the severity of the issue, so at the time a 60-day pause was a really huge deal… We got together and I put together a simple letter template and then the next day we sent out really early in the morning our decision to pause our operations for 60 days and have to cancel the cruises. So that was really tough for so many people at our brands. But at the same time, for some reason, it also brought us so close together having to go through something like that.  

Julian ScottAs we look at that, as things are opening up, what are some of the biggest concerns of your passengers and how is Princess addressing those concerns from a marketing perspective? 

Amarilys Rivera: Our guests are so excited to get back on the ship and start their vacations. There are obviously concerns of what happens if I need to cancel my vacation for whatever reason. In all of our emails that are promotional or informational, we do have a section about our overarching program, which is Cruise with Confidence. And in there, there’s different pillar scenarios to address different concerns. We have Book with Confidence, allowing flexibility to our guests to make any changes to their travel plan. And then we also have Cruise Health to just ensure the guests that our top priority is the health and safety of our guests and our crew. And then also just highlighting the exciting things and getting them excited about their cruise. We have our pre-cruise series as well. That is really extensive and gets people really excited.  

Julian ScottA lot of organizations with the onset of covid and the pandemic have had to make changes, and some of them we hope will go away and some will probably stick around for quite a while. When we look at the cruise experience, what has carried over or what is new and unique that future guests can expect? 

Amarilys Rivera: The Medallion Class Experience, that is basically our app on board. It’s something that we had pre-pandemic. It’s something that I think is going to work so great for the future, the new future that we have. With the app, we have OceanNow. You can request food and beverages to wherever you are on the ship. I actually had the privilege to go on one of our cruises and experience that. And then, we have touchless. When you approach your stateroom door, the door unlocks so you actually don’t even have to touch the handle. Giving that peace of mind to the guests that when the stateroom stewardess is going in they’re not necessarily having to touch the handle and all of that. There’s a lot of interesting and cool things that are happening with the Medallion Class Experience and the apps in particular that I think are going to continue on to the future, just to create less friction for our guests. I think we were really fortunate to have invested in such an experience prior.  

Julian ScottWell as we look back now and if there was anything you could change or do differently because obviously there’s been lots of learnings that we’ve all had painful mistakes made as we try to navigate the past almost two years. What were those lessons and what would you do differently at this point? 

Amarilys Rivera: When I had to come up with a solution and create a process for how we get these communications out to our audience, it was just kind of quick on the fly that I just thought of and worked through. And in the beginning, it still involved my VP so heavily and I felt I had to relieve her in some way of this, but I didn’t really know the best way to go about it. Once I spoke up a little bit and said, “Hey, I think we need to really fine-tune this a little bit”, the process has been a lot smoother. I mean of course it was all a learning curve for everyone, but just making sure to speak up quicker and not have to hold on to certain things, I think would be the one thing that I would have changed. But definitely a lesson that I now know.  

Julian Scott: That’s really good advice for life in general: speak up sooner. Well, I think you should give yourself a little slack just because when all this was happening not only were we worried about our careers and what was happening at work, we had all the impact of what was happening around us in our lives. So, I know it was a lot. It’s easy to be reflective and critical of ourselves, but at the same time we all did the best we could and we’re here and our decisions got us to the point, where we’re still hanging in there and ready to embark on new adventures. 

View the podcast episode here to listen to the entire discussion about resolving marketing challenges in the midst of global travel restrictions, all while ensuring consistent and positive customer experiences. 

Posted by Aaron Smith

Sageflo’s 3×3 Podcast: Episode 2

Mary Judkins of Lands’ End

In episode 2 of our 3×3 Podcast, Julian sits down with Mary Judkins from Lands’ End to talk about the challenges and successes of ensuring legendary customer service during a global pandemic. 

Podcast Excerpts

Julian Scott: What were some of the challenges of moving a customer care team to a work from home model once the pandemic hit and how did you resolve those? 

Mary Judkins: We were fortunate in that we already had the majority of our staff working from home, and our challenge became how do we acclimate those that were still in the office to a home environment as agents. And then in 2020 as we geared up for peak, how do we recruit remotely and then how do we train remotely?  

We really had an awesome learning and development team that pivoted on a dime and redesigned curriculum, redesigned syllabuses and learning, and brought on new tools and did all of the learning and development at home. We had some great collaboration and partnership with different departments, like our IT and Employee Services departments. 

The advantage we found is it really opened up our talent pool, so we were able to recruit across regions of the country and really continue to have some exciting new folks join us who are very excited about the brand but didn’t live close enough to be able to be a part of the brand. There were challenges and those challenges brought with them opportunity, as well. 

Julian Scott: Lands’ End is known for its amazing quality products and its legendary customer care, if you don’t mind sharing, what are the top three things that allow you to provide that best in-class customer experience? 

Mary Judkins: I’ll always say we continue to be rooted in our heritage, which comes from our founder, Gary Comer. And what he would say and is really a cornerstone of our service practices is: take care of the customer and everything else takes care of itself. Whenever we look at the top three things that are important to us, we always ground ourselves as a customer care division in his philosophy.  

What we’re really looking at is access to information. Today we are a digitally driven company in a digitally driven world, and we need to make sure that our customers can get serviced the way they want to be serviced, and that frequently means that the information is available to them upon a lookup. We need to make sure we have platforms and information available to our agents to give them deeper knowledge.  

I would say second is agent autonomy. We absolutely do not script our agents, rather we give them guided questions, so that they can understand what the customer’s really asking for. And what that does is it helps us get to the root of what they want and allows for a natural conversation, instead of a stilted conversation, whether it’s on a chat or when it’s in old-fashioned voice technology.  

And then strategy. We are always looking at our strategy as an eye to what is possible on the horizon, because we all know we need that infrastructure to support the new things that will allow our customers to have effortless and easy experiences. We don’t want to get the favorite candy of the day, but let’s get the flavor that’s going to really help us be able to sustain that legendary customer service. 

Julian Scott: With so many agents across the globe, how does Lands’ End ensure a customer experience? You just mentioned that you don’t give scripts and you give a lot of leeway to the agent to solve the problems, but what is that uniform magic that Lands’ End sparkles on everything to make sure? 

Mary Judkins: In order for the customers to have a great experience, the employees have to have a great experience. Across the organization there’s collaboration, there’s partnership. And all of that collaboration then doesn’t just stop at a level; we make sure that all of our people are very familiar and immersed in that. That does take time and onboarding to assure immersion in the culture of customer service and staying true to the cornerstone of our brand.  

We have ongoing learning. We have tools for everyone to access knowledge and that’s shared globally both on the consumer side of the business and the business-to-business side of the business. It is the partnerships and collaboration to make sure that happens. And I will put a little plug in for Sageflo. One of the things we have been excited about this past year is Archiver and our ability to be able to know exactly what a customer is referring to when they say, “I want that red shirt that was in my email three days ago and I can’t find it.” Having access  in Archiver to promotional and transactional emails has also helped us across the organization be able to service that customer. 

I think the other thing is we are a culture, we are a company of inclusion. When you are and you live that culture of inclusion, you know that partnerships make a difference. And that diversity, whether it comes from the diversity of the person themselves or the diversity of the area that they are supporting, the willingness to understand each other really does make the difference and helps us serve up great service. 

View the podcast episode here to listen to the entire discussion about the challenges and successes of ensuring best-in-class customer service during a global pandemic. 

Posted by Aaron Smith
The Changing Landscape of Digital Marketing Production

The Changing Landscape of Digital Marketing Production

We’re now in the 3rd decade of the 21st century. For those of you who have been in the industry for a decade or two, let that sink in for a moment as you reflect on how far we’ve come. And for those of you entering the digital marketing space more recently, there’s a lot you can be thankful for missing out on.

So much has changed since the early 2000s. Back then, the job title “digital marketer” was rarely used. Sophisticated programs gave you the ability to include a person’s first name in an email, and dynamic content meant manually running two separate campaigns for women and men. Emails were all manually coded, and the largest brands were sending out just 2-3 campaigns a week, at most – nowadays many brands are sending out 2-3 campaigns a day. At the time, being able to send an abandoned cart email reminder within 24 hours was considered cutting edge!

Today, we are spoiled for choice when it comes to technology. We have multi-channel marketing automation platforms that give us the power to send the right message, to the right person (with advanced dynamic content and personalization, thank you very much), at the right time, using the right channel. We can create sophisticated audiences, sliced and diced however we want, in our Customer Data Platforms (CDPs). And we have wonderful tools for production that allow us to create campaigns without needing to know how to code.

While we now have much better tools at our disposal, many marketing teams still have major challenges with access to technical resources to get all of this amazing technology hooked up and working together. Let alone what to do when you want to make incremental changes to data feeds or timing of triggered programs.

Marketers still experience long waits getting resources assigned to their integration projects, and oftentimes small incremental program changes can be delayed for months. When a feed mysteriously goes down, it can mean losing thousands of dollars a day (sometimes tens of thousands!) in missed revenue, despite which, it may take several additional days before a technical resource can address and resolve the issue.

Due to this, we are seeing a gradual shift in the marketing technology landscape where digital marketers are finding new and better ways of reducing the effort to bring dynamic and personalized content into their campaigns, both on the data integration and campaign production side.

Modern real-time content platforms such as Zembula don’t rely on outdated batch data feeds. Instead, they use simple, modern APIs and webhooks to leverage your existing customer data and product catalogs in place. So not only do you dramatically reduce the amount of data you have to move around between systems, you can ensure that your subscribers are seeing the most up-to-date data in real-time.

By removing the reliance on outdated batch data feeds, real-time content platforms give marketers the ability to truly put the right message in front of a customer at the right time. This moves beyond personalization to true individualization marketing.

An added benefit of leveraging advanced real-time content platforms is lower cost and faster turnaround times on the production side. Leveraging Zembula’s Smart Banner ™ and Smart Blocks ™ allows your production team to place one or two HTML blocks in an email campaign that can handle all the of the individualization messaging without having to code multiple segmented campaign versions, work with complex dynamic content rules or move lots of data around between systems.

We all know that highly personalized campaigns using behavior-based products and offers significantly outperform generic audience-based messages. Until very recently, the implementation, maintenance and production costs made it prohibitive to execute consistently at scale. Advanced real-time content platforms give you the ability to deliver individualization marketing, without requiring major ongoing investments in time and resources.

Customer Experience Considerations

With this level of individualization comes the problem of what to do when a subscriber reaches out to the contact center with questions about an offer or product in an email. When each email sent to your 5 million subscribers is truly unique and highly personalized at both the product and offer level, how can your care team know which version a given customer received?

In prior times, contact center teams might try to ignore or minimize the problem as not being serious enough to warrant a proper solution. Today, brands realize that great customer service goes hand-in-hand with great customer experience. When you allow issues to repeatedly occur without a satisfactory resolution, you erode long-term customer lifetime value, and ultimately, revenue growth.

Solutions such as Sageflo’s Archiver give marketing and contact center teams the ability to quickly and easily lookup and resend personalized emails sent to any given subscriber. It allows teams across the entire organization—marketing, customer service, compliance, and leadership—to holistically view any and all messages that were sent to an individual subscriber and understand that customer’s journey instantly.

This level of insight allows contact center team members to dramatically reduce resolution time on marketing message inquiries, from days to just minutes, significantly improving both CSAT scores and long-term customer lifetime value. In addition, it frees up marketers to focus on execution instead of chasing down contact center inquiries on behalf of customers. Now that’s a true win-win for everybody.

To learn more about Zembula’s Smart Banners™ and Smart Blocks ™ visit https://www.zembula.com 

To learn more about Sageflo Archiver visit https://sageflo.com/archiver 

Posted by Aaron Smith

Sageflo’s 3×3 Podcast: Episode 1

Josh Rashkin of Frontier Airlines

We’re excited to launch our 3×3 Podcast! In this series, our host, Julian Scott, will be sitting down with industry professionals to get their thoughts on a range of topics spanning marketing, customer experience, and beyond. 

Our inaugural episode features Josh Rashkin, Email Marketing Manager at Frontier Airlines, discussing the challenges and successes of marketing during the global pandemic.

Podcast Excerpts

Julian Scott: It goes without saying that 2020 had a huge impact on the travel industry. What would you say were the biggest changes Frontier made once travel essentially halted and how things shifted now that travel is ramping back up

Josh Rashkin: Certainly, the biggest change was that pivot in messaging and focus across all our channels, to really providing as much information in real time as we possibly could. The challenge being, in those early days at least, that we also didn’t necessarily have all of that information. Our tone changed, the content of our messaging changed, and it really took over all of our touchpoints for at least a while there.  

Now that travel’s coming back, there’s a lot of that that remains. There’s a lot of new normal that is true for travelers, where there is a need to know the policy at your origin, the policy at your destination. There’s a lot of discussions and an examination of information hierarchy at every customer touchpoint we have.  

Julian Scott: As you look back now on the 2020, is there anything you would do differently?  

Josh Rashkin: Frontier, as a company, as an airline, was luckily well positioned going into this. We were also already a very leisure and family-visit focused airline. We didn’t have such a dependency on business travel as maybe some of the legacy carriers did.  

I think Frontier timed a lot of things very correctly. We aggressively and early responded to the COVID crisis. We really focused on making sure that if you needed to travel, we had safe and reliable options for you to choose from, but that if you didn’t have to travel, we could give you options for looking down the road and rescheduling things. While it certainly is stressful in communicating directly with consumers who maybe think that you’re overreacting or you’re not reacting strongly enough, I think overall the position taken by Frontier was well balanced between those two extremes.  

The only thing I could say was there were plenty of times where we were not necessarily pivoting back to opening travel up, that we could have kept a more consistent tone, but you know hindsight is 20/20. And knowing what we know now we would maybe have modulated tone less frequently, but the modulation of the tone was still the right thing to do. So, all in all, not a lot we would have done differently, I think.  

Julian Scott: What are some insights you can share regarding what the pandemic really looked like for the travel industry?  

Josh Rashkin: What a lot of people wouldn’t necessarily know or wouldn’t even have the opportunity to see, is just the amount of human work going on. It’s easy to see travel brands and services as maybe cold and as impediments to the enjoyment that’s at the end of that travel journey. But I know, from firsthand experience during all this, that there are a lot of real people who care about what’s happening and are passionate about doing right by people.  

Because it is an unprecedented event and it is something that you can’t really build automation to deal with, it is something that is a very one by one basis that has a lot of nuance to it. We had an all-hands-on deck moment of people from marketing, through all walks of the company, just doing customer service: going into reservations, making changes for people manually, doing everything we could. And if sometimes it seems like it’s an uncaring business that you’re dealing with, it’s worth remembering that there is a human who is trying to do what they see as right or what they see as the best of some options available.  

View the podcast episode here to listen to the entire discussion about the challenges and successes of marketing in the airline industry during a global pandemic.  

Posted by Aaron Smith
Buy vs. Build: Why Sageflo Solutions Make Financial and Practical Sense

Buy vs. Build: Why Sageflo Solutions Make Financial and Practical Sense

Over the years, we have frequently seen one team excited to start using a new off-the-shelf marketing or CX technology solution, only to have another team suggest that they build it in-house—often resulting in a prolonged stalemate and missed opportunity for a competitive advantage. The question is never about whether they can, but whether they should? The answer almost always boils down to which option, buy or build, will check three critical boxes: better, faster, and cheaper?

The end goal is to help everyone get on the proverbial same page. Just as we want to create a better experience, reduce friction, and drive ongoing success for our customers—the same applies to our colleagues. Hopefully, this will help generate some thoughtful discussion that leads to the truly best outcome for your organization.

Which will be better for the company?

The reality is all companies have specializations and should focus their core energies on investments that drive the business forward. If you’re a finance company, having your organization focus on finance-related challenges and opportunities, rather than building a niche marketing solution, will likely make the most sense. Almost all off-the-shelf technical solutions have years of research, engineering, and enhancements behind them. Oftentimes, it is better to tap into that knowledge so that your organization can stay focused on core mission deliverables. This is where all the teams involved need to unite on what’s best for the company versus an individual team.

Which will be faster for the company?

Most companies do not have the time to wait for an internal solution to be built when there are often multiple “off the shelf” options available now. More importantly, almost every organization already has many mission-critical demands to focus on, causing a new internal solution project to be easily deprioritized and delayed. Additional time will always be needed to research and plan before the first line of code is even written, much less tested. In most cases, by this point, your company could already have been up and running with an off-the-shelf option. What it really boils down to is: when do you need it, and will it be impacted by other equally or more important projects in motion?

Which will be cheaper for the company?

It can be difficult to do an exact apples-to-apples comparison here, but a solution that is already built and ready to go is by nature almost always more affordable in the long run, particularly when factoring in ongoing maintenance and enhancements. One of the core benefits of using an outside technology is that almost all updates are a shared cost with your ongoing retention as a customer. Will your company have the same focus and commitment to improving an in-house solution when new projects come up? Most internal teams are already over-extended, so going with off-the-shelf is usually a smart strategy to save both time and money.

At the end of the day, every team within a company is trying to extend their footprint and influence—that’s human nature. The key for everyone to remember is that quite often, buy is truly the right decision when it comes to better, faster, and cheaper to help drive the business forward and meet each team’s collective goals. This doesn’t mean there are no legitimate arguments for building in-house, but unless your company is in the business of marketing and CX, then in most cases the answer is clear.

We know these conversations can be challenging, and we’ve helped many teams decide which approach is ultimately best for them based on their short- and long-term needs, team capabilities, resources, and budget. We work with brands big and small and can help your team arrive at the right decision (even if that means going with another competitor or building in-house).

Not sure how we can help? Contact us to learn more or schedule a demo.

Posted by Julian Scott

How To Empower Your Franchise Owners With Email Personalization

We all know that personalization improves email performance. It can specifically increase your ROI and customer lifetime value. 80% of consumers are more likely to make a purchase when brands offer personalized experiences. But using it can be difficult. In fact, Gartner reports that 80% of marketers will abandon personalization by 2025. While that seems extreme it just goes to show how difficult achieving deep personalization is. And it’s especially difficult for franchise owners to create personalized messages for their specific lists since they face a unique set of challenges. 

How to enable your franchise owners to send better email.

Figuring out personalization for franchise owners is a challenge. You need to integrate their specific data sets into your content and make it easy for them to use and deploy. Luckily, there are lots of tools out there to specifically help franchise owners orchestrate sophisticated personalized campaigns within their approved content in just a couple minutes. Radiate and Zembula Smart Banners ™ are the easiest way for franchise owners to take advantage of their data and add personalization to their emails. 

What are Smart Banners™? 

Smart Banners ™ are banners at the top of an email that use personalization and/or animation to get critical information to your audience. They can contain any data you’d like including loyalty information, abandoned cart information, first name, or other personal info. The best part of using Smart Banners ™ is that they can be updated and controlled from the Zembula platform. This means that your franchise owner doesn’t have to worry about editing the HTML. You can control the message. This means that your franchise owner doesn’t have to worry about editing the HTML. You can control the message. 

Here’s how it works. If you are already using Radiate, you have a library of approved templates and content for your franchise owners to use. You can then add a Zembula Smart Banner ™ to your template. The content is controlled by you in the platform so your franchise owners don’t need to worry about learning how to use any additional software to send highly engaging personalized email content.

How can you implement this?

Using Smart Banners™ with Radiate will help you improve engagement throughout your entire email, not just with the banner itself. It also saves you so much time. You can eliminate the complexity of integrating additional data for individual franchise owners, making their jobs easier and saving time for both teams.

Sending personalized emails can be a complicated endeavor for busy marketers, and especially for franchise owners, but with the right combination of tools it doesn’t have to be. Personalization is the future and is proven to work – now it’s all about how to enable your franchise owners to create the most engaging content possible. Customer satisfaction, loyalty, and LTV all benefit when customers feel more connected with a brand that uses thoughtful, one-to-one messaging. Using Smart Banners ™ and Radiate is a win-win for everyone! 

Posted by Cheyenne Ng of Zembula in Collaboration, Partners, Radiate

Case Study: Everyone on the Same Page

Pet Supplies Plus Improves CX by Connecting Marketing and Customer Care

Pet Supplies Plus is one of the largest specialty pet food retailers in the United States. Founded in 1988, Pet Supplies Plus is a franchisor and operator of pet specialty stores, which now serves over 30 states, with 400+ stores split across more than 100 franchisees.

Pet Supplies Plus - Minus the hassel.


Lack of Data and Visibility

When it comes to technology, the Pet Supplies Plus team prides themselves on their highly integrated approach to marketing and customer data. However, the one challenge they continue to face was not having a holistic view of messages sent to customers across their key marketing channels – email, SMS and direct mail.

Before using Archiver, teams including Neighbor Services (i.e. Customer Care) were unable to see individual messages sent to customers and had no easy way of resending critical communications when requested. Neighbor Services would often rely on Marketing to help address email-related inquiries, which could take from hours to days, affecting both internal efficiency and their overall customer experience.

To add to the challenge, the Marketing team knew they had a solid messaging strategy, but without a cross-channel customer journey view, they weren’t able to see how customers were experiencing their programs in the real world. Having such a view would make it possible to spot where they had room for improvement and allow them to truly optimize their cross-channel marketing strategy.


Archiver Provides Meaningful Insight into the Customer Journey

With Archiver integrated into their technology stack, Marketing, Neighbor Services, and even Store teams were quickly enabled to see the individual messages sent to customers – from email promotions and monthly direct mail specials, to order confirmations and curbside pickup or delivery alerts.

Furthermore, if a message somehow got lost along the way to the customer, anyone on the team could resend that message or quickly troubleshoot whether it was an issue with opt-in or delivery.

Archiver has been a game-changer for our customer service efforts. We can now see the exact promotional and transactional emails customers have received, making it easy to quickly find resolutions to their questions. And we love how we can instantly resent emails!

Archiver has also helped us easily audit our new customer journeys and pinpoint areas of optimization, ultimately leading to a better marketing program and customer experience. I can’t recommend this tool highly enough!

Jennifer Nordstrom • CRM Marketing Manager • Pet Supplies Plus

Real-time access to a customer’s subscriber and deliverability status also made it simple for Neighbor Services team members to resolve opt in and opt out requests on their own and within seconds, without requiring access to yet another tool.

Finally, by providing a visual of all the messages received by individual customers, Archiver allowed the Pet Supplies Plus Marketing team to see how their programs were being received by actual customers. Spotting areas of optimization like messaging cadence, promotional frequency, and overlapping communication has been critical to ensuring an optimal customer experience.

Sageflo’s Archiver tool has been a star in my toolbox as a digital strategist. The Customer Journey view fills a marketing void by showing the exact experience of every customer across marketing channels. No more recreating with flowcharts, screenshots, and guessing (targeting communications!)

Viewing customer experiences across life stages serves three crucial purposes. First, it inevitably unearths unexpected communications – whether from other teams, targeting errors, or pesky legacy programs. Second, it shows you potential gaps in your contact strategy. And, third – it allows you to quickly convince decision makers of the need for improvement.

By making actual journeys come to life, Archiver allows a marketer to truly curate the customer experience.

Mary Kathleen Sullivan • Senior Digital Strategist • Shaw/Scott


Focus on the Customer

The decision to integrate Archiver across key customer-facing teams has paid off for Pet Supplies Plus, not only in the time saved across the board, but in customer loyalty, a stronger marketing strategy, and higher CSAT and NPS scores.

The Marketing team continues to optimize new customer journeys with regular audits within Archiver. Neighbor Services has been able to address and resolve more order and offer related issues immediately by being able to see and track email, SMS and direct mail messages. At the store-level, Archiver serves as a regular back-up systems for order review and processing, so teams can now efficiently process orders when internal systems are down.

With all teams working together via the data within Archiver, Pet Supplies Plus maintains a loyal following and phenomenal growth.


Read about how Archiver works at sageflo.com/archiver or contact us at info@sageflo.com and we’d be happy to tell you more about Archiver!

Posted by Aaron Smith in Archiver
Create Better Customer Experiences with Sageflo Archiver

Create Better Customer Experiences with Sageflo Archiver

Many organizations struggle to deliver basic, much less outstanding, customer experiences. One primary pain point is customer care teams trying to help customers with a marketing communication issue.

For example, the simple task of looking up and resending an email or text can be incredibly complicated, costly, and time consuming—often involving multiple teams and taking several days to resolve. But with Sageflo Archiver, finding and resending emails and texts couldn’t be simpler. All you have to do is enter a unique customer ID or email address, and you’ll instantly see the customer’s complete communication history, sorted by send date, including each specific email and text message previously sent to them. You can download or resend any message to the customer with a simple click of a button.

This means Archiver takes the guesswork out of which messages customers have received from you and how they’re engaging. Your entire organization from care teams to leadership can now lookup, review and resend any and all messages that were sent to an individual subscriber and understand that customer’s journey instantly. Brands using Archiver have more satisfied customers with better CSAT scores because it gives customer service teams the tools they need for quick, first-call resolutions—often in less than 90 seconds.

Researchers from CEB have found that, “Reducing the amount of effort a customer has to do to get their problem solved is a higher indicator of customer loyalty than delight. By acting on this insight and removing obstacles for the customer, they found companies can reduce customer service costs and attrition rates.”

Archiver is the perfect tool to help accomplish all this and more:

  • Save time and money versus building and maintaining an internal solution
  • Drive more revenue by improving team productivity and customer loyalty
  • Improve critical metrics such as NPS, CSAT and CLTV
  • Enhance communications and data sharing across teams
  • Boost team morale resulting in improved customer satisfaction
  • Easily integrates with the leading marketing automation and customer experience management platforms

Designed to easily integrate and boost the capabilities of your enterprise email technology, Sageflo solutions will help take your CX to the next level.

Not sure how we can help? Contact us to learn more or schedule a demo.

Posted by Julian Scott in Archiver