Kayak+Two way customer dialog in real time interaction with Kayak

– Service contains ready made direct channels to email and SMS marketing. User friendly UI to manage customer care models and actions. All message tracking, bounce management and testing included in service. Easy to adopt, easy to use.

– Content management and survey tool integrated to Kayak+ enables making of personalized emails, banners, campaign pages and customer surveys directly connected to Kayak customer data.

– Reports and analysis of Kayak+ integrated and at your use.

Why Kayak+Bring all customer events and communication as part of customer careOffer additional services based on customer data more dynamically

– Include feedback survey or upsell email in personalized, visualized order confirmation Be one step ahead of your customer to secure continuous customer relationship

– Offer renewal of subscription month before end date

6/19/122

From tracking past to planning future

• Analyze planned customer communication to– Detect too much planned communication in too short period of time

and– Detect too few or none events for specific customer segments (or individuals)

• Plan and add new communication for missing segments• Restrict / prioritize / schedule in case of too much planned communication

How it helps• Use planned and scheduled communication tasks as a criteria for creating new tasks• Use reports to find too little or none communication planned• Use Dialog’s conflict manager to detect too much communication and to plan what to do

Copyright © Steeri Oy 2012

Analyze, control and manage customer communication to optimize dialog results

Kayak+ Dialog Architecture

All customer data from multiple data sourcesin one hierarchy view

Task: Book meeting

Task: Call-out

Personalized SMS

Personalized Email

Survey/ Feedback / Invitation form

Create and export printed mail list

Create and export call list

Direct activitiesWeb solution to manage customer care:

• Dynamic Customer care models and Task rules• Query tool and Target groups• Content Management• Segmentation• Event management• Customer analysis• Activity launch to multiple channels

Tasks to operative CRMKayak CallCenter

Personalized web banner

Personalized Web service call• Order confirmations• Automatic alerts• Triggered changes• Subscription changes

• Direct activities history• Completed tasks

Web Portal

Web Portal• Service ordered• Link clicked• Login to web portal

Launch service

Inbound Response

Triggers launched from any system

Steeri OyTammasaarenkatu 5

00180 HelsinkiTel. 010 217 6430Fax. 010 217 6420

Email: info@steeri.fiwww.steeri.fi