A national student loan institution sought to simplify their customers’ text message opt-out process. By implementing Salesforce Data Cloud with DecisivEdge, they were able to streamline and automate this workflow efficiently.

The Challenge:

One of the top Student Loan Institution in the U.S. needed to streamline their customer text message opt-out workflow. Text message opt-out requests were being captured in disparate systems, and the process to ensure they were removed was riddled with inefficiencies and risk. The
institution required its vendor to deploy a solution to centralize and automate the opt-out requests.

The Solution:

The Salesforce experts at DecisivEdge worked closely with the client to develop a specific set of requirements for a successful Salesforce Data Cloud implementation.

Given our deep experience in Salesforce Data Cloud coupled with resources on our team who are Architects, Developers, and Administrators, we were well equipped to get the job done on budget and on time. The configuration was successfully deployed across all departments.

The process involved:

  • Collecting Data: All opt-out information was integrated from various sources like Marketing Cloud and other internal and external systems
  • Combining the Data: This data was unified into a single customer profile, ensuring that all opt-out preferences were accessible in one place.
  • Segmented Opt-Out Requests: Segmentation of opt-out requests were designed and built, allowing customers to opt-out of certain types of communication while remaining in contact with the Student Loan Institution.

The Results:

After implementing Salesforce Data Cloud, the Student Loan Institution experienced the following results:

  • Real-Time Compliance: Salesforce Data Cloud enabled the Collections teams to track opt-out preferences in real time, automatically updating outreach methods based on customer preferences. This reduced the risk of non-compliant or unwanted communication.
  • Improved Customer Satisfaction: By respecting opt-out preferences, the institution minimized customer frustration and maintained positive relationships with customers as reflected in the very low opt-out rate.
  • Data-Driven Communication Strategies: The ability to analyze opt-out trends helped the teams refine their communication strategies, reducing future opt-outs and improving the targeting of messages.

DecisivEdge’s successful implementation of Salesforce Data Cloud transformed the way the institution manages text message opt-outs. The centralized, real-time system has not only improved compliance and reduced legal risks but also enhanced customer satisfaction by aligning communications with customer preferences. This streamlined process underscores the clear business benefits of using Salesforce Data Cloud to manage opt-out data efficiently.

To bring these benefits to your organization, contact us by filling this form. Alternatively, email us at GetResults@DecisivEdge.com.