Elevating Customer Experience: LYMA’s Approach to Quality of Automated Customer Journeys with Vecton

Vecton applied best practices from its extensive experience with similar complex projects to ensure the quality of LYMA’s automated customer journeys. The implementation process included: 

I. Building – Develop the use case idea by compiling a list of anticipated benefits, drawbacks, and potential costs in the “Automation Idea,” followed by crafting an automation brief that outlines goals, requirements, and constraints. Creating use case mockups to draft scenarios for testing, including scenario elements, data definitions, and potential assets, along with a ‘Dependency Management’ note to track necessary changes in other use cases upon launch. Filling all scenario nodes and web layers with client-facing content, encompassing text, images, styles, and HTML code. Implementing all personalizations and dynamic content elements using personalized recommendations.

II. Testing – Preparing and documenting potential test cases, creating test customer profiles, conducting communication testing to ensure visual appeal and functionality across devices, verifying link functionality, content accuracy, UTM parameters, aesthetics, and documenting results with screenshots. 

III. Launch – Deploying the use case to live production with strategic timing (avoiding Fridays and holidays, choosing low-traffic periods, scheduling midday launches), conducting post-launch reviews, and tracking performance metrics such as delivery, click, open, and conversion rates, as well as monitoring unsubscribe rates and evaluating overall scenario performance to ensure quality and effectiveness.