IMR Soft

Marketing Cloud

Customer communications connected to service and CRM data

Marketing Cloud runs journeys, email and segmentation from Salesforce data. We help teams plan journeys that stay in step with service and sales, with governance over what is sent and to whom.

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Client problems

Where customer communications break down

  • Messages out of step with service

    Customers receive offers while a complaint is open.

  • Segments built by hand

    Audience lists are exported and re-imported for each send.

  • Weak suppression rules

    Opt-outs and exclusions are applied inconsistently.

  • Little reporting

    Teams cannot see which journeys work.

Agentforce for marketing

Assistance inside your communication rules

Agentforce can help prepare work for people to approve. It does not send on its own.

Segment preparation

Suggested audiences from CRM data, reviewed before use.

Draft content

Draft messages from approved content, sent only after human approval.

Journey summaries

Plain-language summaries of journey results for the team.

Agentforce can

    Agentforce does not

      Industry relevance

      Where connected engagement applies

      • Financial services

        Onboarding and servicing communications.

      • Healthcare

        Member and patient service communications.

      • Service-intensive organizations

        Communications coordinated with open service work.

      • Logistics

        Delivery and status notifications.

        Example scenario

      Client value

      What connected engagement changes

      • Journey orchestration

        Multi-step journeys started by events in Salesforce, such as a new account or a closed case.

        Timely messages that match the customer's situation.

      • Segmentation and personalization

        Audiences and content driven by CRM data instead of manual exports.

        Fewer manual steps per send.

      • Communication governance

        Opt-outs, exclusions and approval of what is sent, applied the same way every time.

        Consistent consent and suppression rules.

      • Campaign reporting

        Send, engagement and journey reporting that shows what works.

        Decisions based on journey results.

      Capabilities

      Salesforce capabilities involved

      Which of these apply depends on your licensing and goals, confirmed in discovery.

      • Journey Builder

        Multi-step customer journeys.

      • Email Studio

        Email build, templates and sends.

      • Automation Studio

        Scheduled data and send automation.

      • CRM-triggered communications

        Journeys started by Salesforce record events.

      • Segmentation and personalization

        Audiences and content driven by CRM data.

      • Communication governance

        Opt-outs, exclusions and approvals.

      Business use cases & value drivers

      Engagement use cases we design for

      • Service-aware communications

        1. Problem

          Offers go out while a case is still open.

        2. Approach

          Suppression rules that read open cases before a send.

        3. Value driver

          Fewer badly timed messages.

      • Onboarding journey

        1. Problem

          New customers receive no guidance after sign-up.

        2. Approach

          A journey started by the new account record in Salesforce.

        3. Value driver

          A consistent first experience.

      • Consent-driven segmentation

        1. Problem

          Lists are rebuilt by hand for each send.

        2. Approach

          Segments built from CRM data with consent applied.

        3. Value driver

          Less manual work, consistent consent.

      Delivery services for Marketing Cloud

      What our four services mean for Marketing Cloud

      • Advisory & Architecture

        Confirm fit, licensing, data sources and the first journeys to build.

      • Implementation & Modernization

        Configure journeys, templates and segments in controlled releases.

      • Integration & Automation

        Connect CRM events and data, and automate recurring sends.

      • Managed Services

        Journey maintenance, governance checks and reporting after go-live.

      How we work for Marketing Cloud

      Start with discovery

      A Marketing Cloud engagement starts with an assessment of your goals, licensing and data before any build.

      1. STEP 01

        Discover

      2. STEP 02

        Assess

      3. STEP 03

        Prioritize

      4. STEP 04

        Prove

      5. STEP 05

        Transform

      6. STEP 06

        Stabilize

      7. STEP 07

        Optimize

      Marketing Cloud questions

      No. We configure and connect Marketing Cloud to your Salesforce data. Creative work stays with your team or agency.

      Next step

      Start with a Marketing Cloud assessment

      Review goals, licensing and data, and agree the first journeys.

      Request a Marketing Cloud assessment
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