Merkle worked with the client to configure Complyi, a privacy compliance extension of Rapid Audience Layer (RAL), Merkle’s cloud-based marketing data management solution. The installation of Complyi was designed to meet the specific requirements of the client which included mapping customer’s multiple identifiers as searchable criteria. Through a series of interviews with marketing and the customer service reps (CSR), Merkle was able to better understand how the brand searched for customers and the necessary information to display to act on customers’ requests. The client then performed user acceptance testing with CSR leaders and Complyi was deployed to production a short period afterward.
Merkle then created a training guide which was used to train CSR leadership and all CSR associates. The easy to use interface and comprehensive user guide not only limited the follow up to Merkle, but set up the team for immediate success. Due to the decrease in time spent by Marketing on customer issue resolution, the team is able to focus on current and future marketing objectives to meet business needs.