CRM AND CX
WITH REPLY
Reply is a Leader in 2021 Magic Quadrant for CRM and Customer Experience Implementation Services Worldwide
Press release

Today’s customers are looking for a less ‘mediated’ relationship with brands but, at the same time, want a personalised experience, that can evolve alongside their changing needs and tastes.

The pandemic has accelerated the shift away from physical stores to fully digital and omnichannel shopping experiences.

A journey to explore innovation and create impactful experiences

How to succeed in the new reality

To face new challenges, enterprises must rethink and evolve their business and operating models to allow themselves to execute at an unprecedented pace, leveraging the opportunities arising from technologies.



RESHAPING THE CUSTOMER JOURNEY

Enterprise businesses now need to effectively engage with prospects and customers across multiple digital touchpoints to ensure a frictionless, contextual and personalised experience. They need to make customers feel valued across the crm processes, namely marketing, sales, commerce and service, by building a single view of customer.

HYPER PERSONALISATION

Enterprise businesses need to create data driven customised use profiles and craft a highly contextualised digital communication for their customers. Utilising technology and best practice, enterprises now need to leverage recommendation engine algorithms as well as ai based chat bots.

INNOVATIVE PRODUCTS AND SERVICES

Through container-orchestration and micro services combined with the agile methodology companies can easily model, deploy and manage software development lifecycle. By doing so, they can increase overall productivity, optimisation and efficiency through innovative products and services.

INSIGHT-DRIVEN DECISION MAKING

Companies can develop data-driven ai algorithms (both structured and unstructured), gathered through the whole customer journey. this will allow enterprises to understand the value and voice of the customer to establish a customer centric business environment which in turn, will create meaningful, long-term relationships.

REVOLUTIONISE THE CUSTOMER ENGAGEMENT

Enterprises can overhaul their customer engagement strategy across multiple digital channels, including mobile, social, phone, chat and email. by doing this and leveraging innovative technologies such as cognitive and content management ai, companies can realise the highest value from every customer interactions, through their medium of choice.

“Leaders in this Magic Quadrant bring a wide range of business, analytic and technical capabilities, including CRM and other customer-facing technology expertise, industry-specific domain expertise, digital design capabilities, CX strategy, business consulting, customer analytics, and enterprise architecture and design. They demonstrate strong comparative revenue and growth. Leaders can scale across multiple geographies and are consistent in delivering high client satisfaction.”


Gartner “Magic Quadrant for CRM and Customer Experience
Implementation Services,” Brett Sparks, et al, 18 May 2021

Reply’s approach

Reply's approach to the CX journey is based on a “symphony orchestra” which ensures that every element is connected and optimised – from the CX architecture, to digital design and UX. This approach allows Reply to understand, design and implement complex CRM and Customer Experience solutions that effectively combine customer journey analysis, UX and digital design, process definition, CRM platforms, technological architectures and data analysis, all delivered with a human centric design approach.

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Best use cases

Lifestyle App

Case Study

The new Pam Experience

As one of the biggest German influencers in the field of fitness, health and beauty, Pamela Reif wants to make contact with her fans as genuinely and intimately as possible – and independently from the algorithms of the social media feeds. In collaboration with Open Reply she has found the right way to achieve this: with a dedicated app that allows fans and followers to interact with Pamela exclusively.

The new Pam Experience 0

user experience

Case Study

Navigating a smoother user experience

The new online destination for MarineMax, the nation’s largest publicly traded recreational boat and yacht retailer, created a hub to unite people through a shared love of the boating lifestyle. Leveraging Sitecore, Sagepath Reply focused on creating a more engaging experience that simplified the selection process through enhanced search tools.

Navigating a smoother user experience 0

customer-centric design

Case Study

Sweet experiences on every screen

Krispy Kreme is reaching a bigger audience than ever by bringing joy to every step along the customer journey. Sagepath Reply developed a plan to align with each business stakeholder and progressing with a collaborative and iterative process to define and develop a digital ecosystem with a fun, easy-to-use path to purchase.

Salesforce Marketing Cloud

Case Study

KWS Saat: A news cockpit for farmers

The seed manufacturer KWS SAAT is committed to a close partnership with customers. Arlanis Reply assisted in accompanying farmers in the cultivation process with personalized information using the Salesforce Marketing Cloud.

Voice assistant

Case Study

"Alexa, ask cook garofalo for the recipe of the day"

Pasta Garofalo in collaboration with Cook, the Corriere della Sera’s cooking site, decided to rely on Xister Reply’s extensive experience and on Alexa'’s conversational AI technology capabilities to create a kitchen voice assistant close to the consumer.

BNP PARIBAS

Case Study

DIGITAL MARKETING CONTRIBUTES TO THE GROWTH OF BNP PARIBAS

Centric is the BNP Paribas’ digital banking platform that offers all of BNP Paribas’ services to its Corporate and Institutional clients worldwide. In an effort to increase customer engagement and improve the onboarding experience, the Centric marketing team turned to Marketo for solutions.

DIGITAL MARKETING CONTRIBUTES TO THE GROWTH OF BNP PARIBAS 0

DIGITAL MARKETING

Case Study

Costa Crociere: personalised digital experiences to attract new customers by retaining the customer base

Today, Costa Crociere, thanks to the technical consultancy of Aktive Reply - the Reply Group company specialized in design, development and implementation of Digital Experience Management solutions - is able to manage all websites in 13 different languages in the 19 markets in which it operates - as well as a proprietary app and various interactive monitors on board the Costa Smeralda flagship.

Fashion

Case Study

Digital Innovation Starts from the Physical Store

To integrate some of the most advanced digital technologies into its in-store operating processes, the Prada Group has chosen to rely on Retail Reply’s vast experience and on the functionality offered by Oracle’s innovative Retail Suite.

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Digital Experience

Case Study

A modern digital experience for pencils with a long history

Neveling Reply is the International Technical Lead Agency for CMS and e-commerce at Faber-Castell. In this role the agency accompanied the long-standing company on its way towards digitisation with the design of a new website with an integrated web shop.

DIGITAL BRANDING

Case Study

XME Dindi Intesa Sanpaolo

The new electronic piggy bank to teach children the value of money and savings. In the educational toy culture, XME dindi offers a game-based experience to actively inspire children’s education. Three Reply Group companies partnered with Quercetti, a leading manufacturer of Made in Turin educational toys, to design XME dindi.

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SAP Sales Cloud

Case Study

A SEAMLESS SALES SYSTEM FOR RITTER SPORT

In-keeping with the well-known slogan “Quality in a Square", the family-owned company, together with 4brands Reply, is setting its sights on digital and future-oriented sales with the SAP Sales Cloud.

A SEAMLESS SALES SYSTEM FOR RITTER SPORT
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CRM and Marketing

Case Study

MULTI CLOUD PROJECT AND ROLLOUT IN 30 COUNTRIES

In order to achieve more transparency and efficiency within the company, KWS SAAT SE strived to optimise processes in cooperation with its global daughter companies. To realise their plans KWS partnered with Arlanis Reply. First, a CRM and Marketing solution based on the Salesforce platform and Marketing Cloud was implemented and a global template for the roll out in 30 countries was developed.

ecommerce

Case Study

Adding cheers to your cart

The Sazerac House in New Orleans is an interactive destination that tells history of the famous cocktail with tours, tastings, and, of course, shopping. To provide an ecommerce destination, a Magento website was created by Sagepath Reply to be just as spirited as the home of the first cocktail.

A new Customer Service Management for Epson

Cluster Reply worked alongside Epson to design and develop a new customer service management solution based on Microsoft Dynamics 365.

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Digital Value Chain

Case Study

Legami and value chain innovation

Driven by digital innovation, consumers began asking for the physical store to take on a new meaning, a phenomenon that has necessitated a profound transformation on the part of retailers. Retail Reply proposed the best solution for Legami’s needs based on the Oracle Retail Xstore Point of Sale suite.

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SELEX

Case Study

Selex strengthens eCommerce infrastructure with AWS Cloud

Storm Reply, an AWS Premier Consulting Partner, supported the Selex Commercial Group, starting from the early stages of migration to the company's day-by-day operations, through an active DevOps service based on the customer’s specific requirements.

Edge Computing

Case Study

The introduction of edge computing allowed Sparkle to renew its global connectivity offering

International voice, data and multimedia services specialist Sparkle is developing an intelligent and distributed infrastructure based on their network of fibre-optic cables and data centres across 34 countries. The Sparkle team are pursuing a model they call ‘pay as you grow’: an economic scalability model capable of adapting to real business needs.

IOT

Case Study

Linde Material Handling: Innovation for Aftersales

Industrial forklift trucks are complex vehicles. In addition to the standard equipment, each model is delivered with optional additional features. Concept Reply and Linde Material Handling support new business models in this traditional field automating the customization process as an aftersales service for customers.

Linde Material Handling Innovation for Aftersales
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Shopware

Case Study

A CLEAR SHOP DESIGN FOR KEIMLING NATURKOST

To expand their market position, Keimling converted their shop system to Shopware 6. Portaltech Reply developed an optimised digital customer journey that brings customers and partners closer to the premium products.

Multi-brand design system

Case Study

A "headless" CMS and PIM-system for Xella

Xella is one of the leading international solution providers of building and insulation materials with renowned brands such as Ytong, Silka, Hebel, Multipor or Ursa. Based on the SAP Commerce Cloud (SCC) Syskoplan Reply has created a solution, which supports so-called "headless" system architecture. This permits the presentation of product data on many channels.

ecommerce

Case Study

Igniting ecommerce

Though BIC products are easily found on store shelves around the globe, they needed a way to increase sales online. Sagepath Reply responded with designing and developing a new ecommerce site to serve as BIC's premier online destination in the U.S.

Agile processes

Case Study

THE METRO Digital
EXPERIMENTATION ROLLOUT

METRO Digital, the IT unit of Metro AG, had the goal to evolve a data-driven and user-centered product development process for its international platforms and online shops. In order to ensure decisions within the newly introduced agile product development and to accelerate innovation processes, an experimentation approach was successfully established with the support of Portaltech Reply.

THE METRO Digital EXPERIMENTATION ROLLOUT 0

Headless CMS / Shop

Case Study

Payone: Connecting on-site and online payment worlds

Connecting payment worlds on-site and online: The market leader Payone wants to strategically place this trend in its web presence. Portaltech Reply supported with future technologies such as headless CMS, cloud solution as well as SPA.

SEA Group

Case Study

HOW TO ENGAGE AIRPORT PASSENGERS THROUGH GAMIFICATION

The SEA Group aimed to release a cutting-edge marketing campaign based on the concept of gamification. The implementation of SAP C/4 HANA helped Syskoplan Reply to carry out such initiative by turning the passengers into users involved in a multichannel campaign consisting in a sort of treasure hunt called "Hashtag Hunting".

HOW TO ENGAGE AIRPORT PASSENGERS THROUGH GAMIFICATION 0