Make Interactions Matter
Let’s rethink marketing together! Build strong customer relationships with Serrala CRM Insights as your trusted service partner. We are your Customer Centric Marketing Enabler.
We have been supporting business clients in analytics and customer experience management for over 20 years.
Analytics
We support you in the implementation of analytical methods. Learn more about Business Intelligence, Data Science, and Digital Customer Experience Analytics and their benefits for your business.
Customer Engagement
Marketing Automation allows target group-oriented and real-time-based addressing of your customers. We are happy to assist you in developing customer journeys, optimizing your marketing activities among each other, as well as controlling and organizing your marketing processes.
Services & Solutions
As diverse as your requirements are, so are our solution approaches, ranging from strategic consulting and project management to technical consulting, integration of leading software solutions, operation of these solutions, as well as managed service offerings.
Analytics
Constantly growing amounts of data offer a variety of opportunities, but at the same time to face the flood of information is a challenge.
By using appropriate methods and tools, we work together with you to transform Big Data into Smart Data to generate insights for your business success.
With our help, you can always keep an eye on the development of business-critical key figures, carry out analyses yourself, forecast future developments and make previously undiscovered connections clear. Quantitative and qualitative behavioral analysis of the use of your digital channels are required to understand and optimize the customer experience.
We support you by building a specific solution architecture, covering the areas of Business Intelligence and Reporting, Data Science and Digital Customer Experience Analytics.
Data Science
Get the most of your data and gain actionable insights
With the increasing digitization of all processes – even those without IT focus – more and more data is available for analysis in your company. However, this also involves the challenge of using the full potential of this data profitably. With our expertise in data science you have access to the latest and best methods and solutions to get the most out of your data.
The field of data science includes methods from the fields of artificial intelligence (AI) and machine learning. We not only discover previously unknown patterns in your data for you. We also advise you on using the insights you have gained to optimize your processes and how to use predictive analytics to predict future process flows. A manual analysis by our experts is usually the starting point in the data mining process. Our solutions extend to a full automation of all process steps such as data preparation, model training, and application of insights for example for prediction.
With our methodological competence we guide you to the basis of your data which can be structured, semi-structured or unstructured data. Text and Excel files, data warehouses and external data sources can be analyzed in the same way as an Internet of Things (IoT) setting in a complex network of continuous data streams.
For many analysis steps, SAS Enterprise Miner and RapidMiner provide essential support. These are combined with automation solutions such as Automic and the right data processing solution for your data scenario, such as Apache Storm or Kafka for data streams.
Business Intelligence and Reporting
Gain Clarity with Smart BI
Business intelligence (BI) and reporting help you to maintain an overview of your current business processes at all times and to be able to take countermeasures in the event of negative developments at an early stage. For this purpose, we analyze the data foundation together with you and define relevant key performance indicators (KPIs).
These are clearly displayed in dashboards using state-of-the-art visualization methods and automatically updated. The presentation via a web portal or in an e-mail can be done both in a desktop application and on your mobile device.
Based on this knowledge, you can use the appropriate tools to perform even more in-depth evaluations, such as time series analyses, filters for specific characteristics, or detailed analyses. Likewise, benchmarking and an automated target group distribution or the development of a sales application are possible in which each employee only receives the data relevant to his business area through granular access protection.
We use tools such as SAS Enterprise Guide for data preparation and IBM Cognos Analytics, Tableau or Qlik for displaying and analyzing the results.
Digital Customer Experience Analytics
Get the whole picture of your digital channels
Through your digital channels – such as your website or mobile apps – you can reach your customers around the clock. But how visitors actually use these channels, what kind of experiences they have, what their intention is, and whether they find what they’re looking for often remain hidden.
We help you close this gap by providing detailed insights into the individual digital customer journey – right down to each individual user. Issues along the way can be identified and resolved with precision.
For this, we rely on the cloud-based solutions of our partners. Unlike traditional, tag-based analytics approaches that focus on page views or bounce rates, those tools go much further. They enable you to capture your digital experience exactly as it appears to the user. Every visit and interaction can be precisely replayed and automatically analyzed – using features like session replay, heatmaps, funnel analysis, and click paths.
These insights can be made available via ready-to-use integrations, for example with your customer engagement tools or data warehouse.
Customer Engagement
The orchestration of all communication channels and, as a result, a consistent marketing strategy across all touchpoints, forms the decisive success factor in the customer journey.
Marketing Automation
Marketing Automation lets you automate all your marketing processes along the value chain. It allows you to automate your marketing information across all channels, delivering it according to your needs and target group.
Personalization
Emotions are triggered in the customer in particular by personalized and individualized, context-adapted messages. Taking into account individual needs and requirements of specific visitor groups or segments, the communication is controlled.
Omni-Channel
The orchestration of all communication channels and, as a result, a consistent marketing strategy across all touchpoints, forms the decisive success factor in the customer journey. Digital channels such as mobile, e-mail or web, as well as classic channels like print media have to be considered.
Real Time
Only when the customer approach is based on the latest behavioral information in all channels at all times, an optimized approach to the customer journey is possible. All relevant customer interactions must be collected and processed in real time in a decision engine.
Machine Learning
Reducing complexity and playing out all response options adapted to their relevance and expected customer behavior is the task of today's AI integration in the marketing environment.
Services & Solutions
We are your partner in building new analytics and customer engagement solutions and technologies.
In the desired scope, we accompany you throughout the entire project, from the concept phase, solution implementation and customization to testing, production introduction and project management. As part of a proof of concept (PoC), we are happy to demonstrate the capabilities of our solutions. We develop and present solutions that are tailored to your specific requirements and provide the necessary infrastructure for all test installations.
If you already use analytics or marketing solutions in your company, we support you with qualified and certified personnel to implement new functional or technical improvements. With health checks we create short analyses of your deployed solutions, discover optimization potential regarding the used infrastructure, the interfaces and the use of the individual components.
Our consulting team also provides the services on-site in their company.
As a provider of managed services, we also provide you with ready-to-use and quickly deployable solutions, either managed by yourself or by us. Operating hours and SLAs are tailored to your personal needs.
Our expertise
For more than 20 years, we have specialized in building individual solutions in the areas of analytics and customer engagement. As complex as your requirements are, we fit our solutions, ranging from strategy consulting and project management to technical consulting, integration of leading software solutions, the operation of these and a managed service offering.
We also provide you with the necessary software components and licenses from a single source. With individual training and know-how transfer, we ensure that you can use the solutions quickly and efficiently.
To achieve the highest quality standards, our internal processes are standardized, documented and ISO-9001 certified.
Our offers are based on solutions of the following vendors:
Optimove
Optimove – Personalization of customer engagement to maximize customer retention, loyalty and lifetime value
With the increasing digitization of all processes – even those without an IT focus – more and more data is available for analysis in your company. However, this also involves the challenge of using the full potential of this data profitably. With our expertise in data science you have access to the latest and best methods and solutions to get the most out of your data.
The Optimove customer-led marketing platform empowers marketers to drive measurable growth by planning, orchestrating, and optimizing marketing programs that start with the customer instead of a campaign or product
Optimove is the only customer-led marketing platform powered by the combination of:
- Rich historical, real-time, and predictive customer data
- AI-led multichannel journey orchestration
- Statistically credible multitouch attribution of every marketing action
- Gamification boosts customer engagement while enhancing user experience and retention
Real-Time Customer Data Platform
Optimove ingests and processes all customer data into a single customer view in order to make it easily accessible to non-technical users, while also providing smart insights to help better understand your customers.
Multichannel
Decisioning
Optimove empowers marketers to orchestrate highly effective, multi-channel customer communications, at scale. Create customer-led journeys by combining your own messaging prioritization and customer expulsion framework with Optimove’s realtime decisioning engine.
OptiGenie AI
Unlock new realms of personalization with OptiGenie – where AI meets customer-led marketing. From discovering marketing insights with Generative AI, to creating personalized messages with AI product recommendations, through to orchestrating AI-led journeys with Self-Optimizing Campaigns, OptiGenie elevates every aspect of your marketing.
Fullstory
Fullstory – Behavioral data that empowers smarter decisions and sharper directions
Fullstory’s behavioral data platform helps companies make better, more informed decisions. By using digital behavioral data with their analytics stack, the patented technology by Fullstory unlocks the power of quality behavioral data at scale–transforming every digital visit into actionable insights.
With Fullstory, enterprise businesses move closer to their customers and closer to success. When organizations understand their customers like never before they’re able to create world-class experiences that increase not only funnel conversions but also easily detect malicious behaviors and fraud, and identify highest-value customers effortlessly.
Fullstory is on a mission to make every business more customer centric–made possible only through true behavioral insights–and understanding the sentiment between the clicks.
Analyze user data
Map user flows automatically and see what is bringing user’s back. Tackle friction before it becomes churn and identify lost revenue. All in an intuitive interface.
Watch realtime replays
Optimove ingests and processes all customer data into a single customer view in order to make it easily accessible to non-technical users, while also providing smart insights to help better understand your customers.
Build AI ready models
Integrate Fullstory in your environment and export the data to fuel AI efforts.
Integrate with other systems
Use behavioral signals to enhance your personalisation and customer engagement tools for enhancing user’s experience
Acoustic
Acoustic
In a long-standing partnership with Acoustic (formerly IBM), Serrala offers AI based solutions and managed services in the areas of marketing automation and customer experience analytics.
Acoustic Connect is a comprehensive multichannel marketing platform, specifically designed for B2C brands. With Acoustic Connect, marketing teams can orchestrate personalized customer journeys, analyze real-time behavior, and manage cross-channel campaigns efficiently.
The platform offers seamless integration of various data sources, giving marketers a complete view of the customer journey. This enables the development of data-driven personalization strategies based on behavioral signals from the digital customer experience.
Acoustic Connect is built to help brands create deeper relationships, strengthen customer loyalty, and maximize marketing ROI. Key features of Acoustic Connect include:
Multichannel marketing
Manage email, SMS/MMS, mobile push, and WhatsApp campaigns from a single platform.
Personalized journey orchestration
Analyze behavioral signals to understand customer intent and deliver relevant content.
Real-time personalization
Capture and use customer data in real time to optimize marketing actions.
Message composer
Easily create engaging Messages with AI enhancements.
HCL Unica
HCL Unica
Serrala offers solutions and managed services in the area of marketing automation and marketing resource management in a long-standing partnership with HCL (formerly IBM).
Unica Campaign
Orchestration of personalized marketing communications across all channels. An integral part of this is a central contact and response history as well as offer management.
Unica Interact
Interact allows marketers to personalize in real-time the experience of customers interacting with websites, call centers and other real-time channels such as SMS and email. A decision engine is used to generate offers in real time based on historical data and current customer interactions. Self-learning optimizes the presentation of the offer.
Unica Plan
Marketing resource management solution, for the collaborative management of marketing plans, projects / campaigns, creative elements, resources, teams and approvals.
Unica Optimize
Decision engine to optimize marketing communications across all campaigns. Centralized rules for capacity and frequency management are taken into account.
About us
Our Vision
Honesty, expertise, and creativity are the foundation of successful collaboration. These are the values we live by – and they form the basis of our long-standing partnerships. Together with our clients, we develop innovative solutions and foster agility at the highest level – a key success factor in a constantly evolving business world.
We stand for reliability with vision.
Continuity is just as important to us as progress. The trust of our customers and partners is both a motivation and responsibility. Our goal: to grow together, build strong relationships, and successfully realize even the most complex projects – all in collaboration.
Passionate
We love what we do, helping others to pursue their goals.
Enterprising
We go above and beyond every day to serve our customers where they need us.
Empowering
We empower our employees to give the highest quality service to our customers.
Reliable
We are trustworthy partners who can be counted on to help in any way we can.
News & Resources
Our blog keeps you informed about the latest trends, client projects, and upcoming events.
Together with our clients, we participate in leading CRM events around the world. As a member of the German Dialogue Marketing Association (DDV), we work closely with decision-makers in marketing, analytics, sales, and CRM to drive innovation and success.
New CRM Insights Branding
Our new look radiates energy and we carry this momentum into autumn with us– ready for a bright future!
Partnering with Fullstory
The year brought fresh opportunities, and we’re proud to have built a new partnership with Fullstory!
Partnering with Optimove
Optimove is a leading provider of marketing automation and optimization software.
Successful PoC in the field of CXA
Serrala CRM offers its customers a ready-to-use version of the IBM Watson Customer Experience Analytics (WCXA) product. Our service includes an agile…
Serrala co-author of the Bitkom basic publication “Digital Analytics & Optimization”
Design and optimize user experiences efficiently. The publication provides a practical and insightful introduction to the field…
The benefits of marketing automation in healthcare
Customer Report. The value added our customer BIG direkt gesund gains through the introduction of Acoustic Campaign and the partnership with Serrala.
Contact us
We help you to build customer relationships that last with our analytics and customer engagement solutions.
Berlin office
Grußdorfstraße 3a
13507 Berlin
Germany
Tel.: +49 30 60988 3111
Austria office
Gertrude-Fröhlich-Sandner-Straße 2-4, Tower 9/Fl. 7,8,9,
1100 Wien
Austria
