Challenge

PBSL faced the imperative of evolving within a rapidly digitalizing marketplace, transitioning from a trade-led approach underpinned by a legacy enterprise technology system. This transformation was crucial to meet enhanced customer demands and maintain a competitive edge.

Their technology stack was not equipped to effectively leverage the rich customer data they collected, impeding their personalization and loyalty initiatives. Manual data analysis processes were time-consuming and inefficient.

Strategy

To address these challenges, PBSL embraced the MACH architecture — enhancing the flexibility, scalability, and customer-centricity of their operations.

Recognizing the potential for substantial improvements in customer experience, PBSL committed to a broader integration of MACH-certified brands across their operations, targeting enhancements in personalization, search functionality, payment processing, hosting, and data management.

Method

PBSL chose a MACH-certified digital marketing platform, Mapp, to enhance customer engagement across various digital channels, ensuring consistent messaging and a seamless experience at every customer touchpoint. This partnership has led to enhancements in marketing efficiency and have significantly improved customer interactions, demonstrating the value of a strategic, tech-forward approach in today's competitive digital landscape.

This integration enabled PBSL to automate marketing campaigns across email, social media, and other digital channels, focusing primarily on personalized email marketing. The platform also managed and consolidated PBSL’s customer data, enabling the generation of AI-driven insights and advanced analytics to optimize marketing efforts and improve overall campaign performance.

In addition to Mapp, PBSL strategically enhanced their tech stack with the following MACH-certified brands: Klevu, Adyen, AWS, Google Cloud and Paypal.