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World's First Real-Time Marketing Automation with Secure Customer Data Platform

Solution
Provided L2 support, including ticket triaging, troubleshooting (UI, data, API, infrastructure), root cause analysis, and system maintenance. Managed proactive alerts, log reviews, server monitoring, and escalations to L3 when needed.
Services
Support Services
Business Type
Enterprise
Location
Bengaluru
Transforming Marketing Automation with Real-Time Personalization
How Real-Time Personalization is Revolutionizing Marketing Automation
In today’s fast-paced business environment, enterprises are under pressure to deliver seamless customer experiences, optimize operations, and maximize their marketing ROI. However, traditional marketing automation platforms often fall short, plagued by inefficiencies, SLA breaches, and a lack of real-time personalization.

The world’s first real-time marketing automation platform addresses these challenges with its Intelligent and Secure Customer Data Platform, delivering 1-to-1 personalization and cross-channel customer journeys at scale.
The Challenges of Traditional Marketing Automation
Enterprises face numerous obstacles when using outdated systems for marketing automation:
 
  • SLA Breaches: Delays in bug fixes and issue resolution slow down campaigns, impacting customer satisfaction and revenue generation.
  • Operational Bottlenecks: When the same team handles bug fixing and enhancements, it leads to stretched resources and delayed progress.
  • Lack of Real-Time Engagement: Without real-time personalization, businesses struggle to meet customer expectations across channels.
  • Troubleshooting Complexity: Handling API, server, and data issues requires skilled resources and well-defined processes.
These inefficiencies lead to reduced conversions, lower retention rates, and missed growth opportunities for enterprises.
A Game-Changing Solution
The real-time marketing automation platform redefines how enterprises engage with customers by introducing cutting-edge features:
  1. 1-to-1 Personalization: Deliver hyper-relevant messages and offers tailored to each customer’s preferences and behaviors.
  2. Cross-Channel Journeys: Create seamless experiences across email, social media, mobile apps, and websites, ensuring consistent engagement.
  3. Streamlined SLA Management: A dedicated support team ensures faster resolution of tickets and proactive issue prevention.
  4. Enhanced Troubleshooting Capabilities: The platform enables efficient handling of infrastructure, UI, data, and API-related issues.
By taking ownership of solutioning, implementation, delivery, and reporting, the platform ensures clients achieve the desired results.
How It Works
The Icanio Support Team played a pivotal role in implementing and optimizing the platform’s performance:
 
  • Troubleshooting Expertise: Addressed infrastructure, server, and data issues while performing root cause analyses.
  • Proactive Maintenance: Monitored system performance, implemented security patches, and reduced recurring incidents.
  • Collaboration with Developers: Partnered with the development team to improve platform performance and address bottlenecks.
  • Customer-Centric Enhancements: Used feedback loops to refine support services and improve customer satisfaction.
Delivering Results at Scale
In a short time, the Icanio team achieved remarkable results:
 
  • Optimized SLA tracking to reduce resolution times.
  • Implemented preventive measures to minimize recurring issues.
  • Enhanced service quality through proactive system monitoring and routine updates.
  • Streamlined cross-channel customer journeys to boost conversions and retention.
Why Choose This Platform?
This real-time marketing automation platform empowers enterprises to transform customer engagement by:
  • Streamlining operations and addressing SLA challenges.
  • Providing tools for real-time personalization and data-driven decision-making.
  • Enhancing platform reliability and scalability for long-term success.
In a world where customer expectations are constantly evolving, enterprises need a marketing automation platform that goes beyond the basics. By combining cutting-edge technology with dedicated support, this solution enables businesses to deliver exceptional customer experiences while driving growth, retention, and operational efficiency.

Project Introduction

The world’s first real-time marketing automation platform, is built on an Intelligent and Secure Customer Data Platform, orchestrating 1-to-1 personalization and cross-channel customer journeys at scale to increase conversion, retention, and growth for enterprises. What makes them stand out is that we own the relationship end-to-end, from solutioning to implementation, delivery, and reporting, ensuring you get the desired results from the platform.
  • Receive escalated tickets from L1 support and perform ticket triaging. Troubleshoot issues based on SOPs, including infrastructure, UI, data, and Rest API checks.
  • Conduct root cause analysis, document findings, and manage system/server configurations and maintenance.
  • Handle proactive alerts, review logs, monitor infrastructure, oversee server/app restarts, and ensure technical feasibility of proposed changes. Escalate to L3 support when necessary.

The teams needed were as follows

The various users used this platform

End Users
Clients - Clients use the portal to push ads and maximise customer experience through the CDP portal.
Admin Users
Team - They manage portal access and oversee the platform.

Challenges & Solutions

KEY CHALLENGES
SOLUTIONS
The main challenge they are facing is that bug fixing and enhancements are handled by only one team, which is responsible for both resolving issues and focusing on improvements.
To address this, we implemented a solution where we handle bug fixing, allowing them to focus on enhancements.
Due to the SLA, they are unable to fix the bug issue within the required timeframe.
So what we did was follow the deadlines and started fixing the issues.
KEY CHALLENGES
The main challenge they are facing is that bug fixing and enhancements are handled by only one team, which is responsible for both resolving issues and focusing on improvements.
Due to the SLA, they are unable to fix the bug issue within the required timeframe.
SOLUTIONS
To address this, we implemented a solution where we handle bug fixing, allowing them to focus on enhancements.
So what we did was follow the deadlines and started fixing the issues.

Optimizing IT Infrastructure for Performance and User Satisfaction

Troubleshoot infrastructure, server, UI, data, and API issues, document findings, and perform root cause analysis.

  • Monitor system performance using logs and metrics, and perform routine maintenance to ensure optimal performance.
  • Manage configuration changes, including security patches and updates, and assess proposed changes for feasibility and risk.
  • Collaborate with the engineering team to address performance issues and implement enhancements.
  • Provide L3 support with performance optimization recommendations.
  • Implement preventive measures to reduce recurring incidents.
  • Gather and incorporate user feedback to improve support services.
  • Use customer insights to enhance service quality and satisfaction.

User Satisfaction and Operational Efficiency

  • Troubleshoot infrastructure, server, UI, data, and API issues, perform root cause analysis, monitor system performance, and manage configuration changes, including security patches and updates.

  • Collaborating with the development team to address performance issues, provide L2 support recommendations, implement preventive measures, gather user feedback, and use customer insights to enhance service quality.
Office Locations
US Office
United States
US
093 Philadelphia, Pike,
#5056 Claymont,
DE 19703, United States
Development
Centre
Nazareth
IN
Selvan's Complex, 203,
Margoschis Road, Nazareth,
Tamil Nadu 628617
Development
Centre
Tirunelveli
IN
Selvan's Complex, 203,
Margoschis Road, Nazareth,
Tamil Nadu 628617
Development
Centre
Chennai
IN
NO. 07, Kumaran Nagar, 200 Feet Radial Road,
Zamin Pallavaram, Chennai,
Tamil Nadu - 600117
Office Locations
US Office
United States
2093 Philadelphia, Pike,
#5056 Claymont,
DE 19703, United States
Singapore Office
Singapore
101 Cecil Street,
#20-11 Tong Eng Building,
Singapore 069 533.
Development
Centre
Nazareth
13, Agapaikulam 8th Street
Sathankulam Road, Nazareth,Tuticorin,
Tamil Nadu 628617
Development
Centre
Tirunelveli
AP Towers No. A16, NGO 'A' Colony,
North Main Road, Tirunelveli,
Tamil Nadu - 627007
Development
Centre
Chennai
NO. 07, Kumaran Nagar, 200 Feet Radial Road,
Zamin Pallavaram, Chennai,
Tamil Nadu - 600117
US Office
United States
093 Philadelphia, Pike,
#5056 Claymont,
DE 19703, United States
Singapore Office
Singapore
101 Cecil Street,
#20-11 Tong Eng Building,
Singapore 069 533.
Development
Centre
Nazareth
Selvan's Complex, 203,
Margoschis Road, Nazareth,
Tamil Nadu 628617
Development
Centre
Tirunelveli
AP Towers No. A16, NGO 'A' Colony,
North Main Road, Tirunelveli,
Tamil Nadu - 627007
Development
Centre
Chennai
NO. 07, Kumaran Nagar, 200 Feet Radial Road,
Zamin Pallavaram, Chennai,
Tamil Nadu - 600117

about Us

Icanio
Icanio Technologies aims to be the solution to any of your tech problems and a stepping stone to your digital transformation. Talk to us to find out how we have helped our clients become successful and we are sure you will also want to work with us.

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