Understand customer behavior to serve them better
Capillary maximizes the customer experience by providing cradle-to-grave solutions for the entire customer engagement life cycle including customer data capture and management (online, mobile, social media, and in store); deep customer insights served through intuitive interfaces and dashboards; personalized customer interactions through powerful customer big data and analytics—all delivered through an integrated platform that’s intuitive, flexible and quickly deployed. “To sum it all, Capillary Technologies offer the power of a comprehensive Customer Engagement Management (CEM) solution that, previously, only large brands with an impressive budget could afford, into the hands of most retailer marketers today,” says Reddy.
The company’s solutions are being used by more than 150 enterprise customers—with over 10,000 locations and 75 Million shoppers who interact with Capillary Technology’s cloud platform. For instance, Puma, one of the worlds’ leading sports & lifestyle brand with locations in more than 120 countries leveraged key customer insights to gain an additional $2 million in sales. They turned to Capillary solutions to re-engage their dormant customer base through personalized, multi-channel programs and turned them into active customers. To create personalized programs, Capillary helped them identify, clean and integrate data from multiple sources and built a marketing data warehouse. Next, the company analyzed the data and segmented customers by their buying characteristics, preferences and predicted behavior and designed programs that shoppers were most likely to respond to. The program’s success can be proven by their results; they won back over 100,000 dormant customers for an 80 percent win-back rate in under a year.
Capillary wants to be recognized as a top 3 market leader of Customer Engagement Management (CEM) solutions in retail growth markets such as the U.S, U.K., Middle East and South Africa while maintaining its leadership in markets such as India and APAC. “Our goals is to be responsive to retailer’s needs and continue to provide them with innovative solutions to help them build and keep loyal customers,” says Reddy.