The client is a large, industry-leading organization in debt recovery, operating in a highly regulated environment where data precision is critical to maintaining compliance and customer trust. At their scale, marketing operations must deliver absolute stability while managing millions of customer interactions across email, SMS, and physical letters. Every communication must align with regulatory constraints, customer eligibility rules, and operational dependencies, making execution discipline non-negotiable.
Digital journeys are equally important. Accurate tracking of payment flows and authenticated login experiences is essential to reduce friction, increase self-service completion, and improve recovery outcomes. Leadership required clearer visibility into how customers navigate the payment portal, where they drop off, and which payment options or plans they prefer.
Before modernization, the client operated in a complex landscape where digital touchpoints required tighter alignment with on-premises customer and engagement records. Advancing digital maturity required a more unified view of customer behavior so outbound communications and web interactions could be measured consistently and improved through insight-driven decisions.
The client set out to enhance, modernize, and streamline customer communications by implementing SAS Customer Intelligence 360, with a need to strengthen both execution and measurement.
Marketing leaders needed clearer visibility into customer interactions across the website and stronger insight into how campaigns drive conversions and lift, including the ability to pinpoint drop-off points in the conversion funnel. This required a reliable web analytics foundation, aligned KPIs, and disciplined tracking practices that met cookie and tracking compliance expectations.
On the execution side, the organization needed a more structured operating model for outbound communications. They required a scalable approach to building audiences, targeting communications, and managing controlled testing without overloading internal teams already balancing ongoing operational demands.
Munvo was engaged as an experienced SAS CI 360 partner to provide structured delivery, embedded support, and practical enablement, enabling the client to move from legacy processes toward a modern, insight-driven marketing technology framework.
The client set out to enhance, modernize, and streamline customer communications by implementing SAS Customer Intelligence 360, with a need to strengthen both execution and measurement.
Marketing leaders needed clearer visibility into customer interactions across the website and stronger insight into how campaigns drive conversions and lift, including the ability to pinpoint drop-off points in the conversion funnel. This required a reliable web analytics foundation, aligned KPIs, and disciplined tracking practices that met cookie and tracking compliance expectations.
On the execution side, the organization needed a more structured operating model for outbound communications. They required a scalable approach to building audiences, targeting communications, and managing controlled testing without overloading internal teams already balancing ongoing operational demands.
Munvo was engaged as an experienced SAS CI 360 partner to provide structured delivery, embedded support, and practical enablement, enabling the client to move from legacy processes toward a modern, insight-driven marketing technology framework.
Munvo helped operationalize Engage Direct to support on-premises direct marketing tasks and scalable audience operations across outbound channels. The work focused on repeatability, governance, and measurable testing.
Key solution pillars included:
Munvo implemented SAS CI 360 Discover to establish a foundation for tracking customer behavior, journeys, and conversion metrics across the website, balancing business objectives with enterprise security and compliance requirements.
Key solution pillars included:
Across both initiatives, Munvo supported internal stakeholders with clear project governance, structured validation, and practical enablement, helping the client build a scalable marketing operations foundation.
Munvo implemented SAS CI 360 Discover to establish a foundation for tracking customer behavior, journeys, and conversion metrics across the website, balancing business objectives with enterprise security and compliance requirements.
Key solution pillars included:
Across both initiatives, Munvo supported internal stakeholders with clear project governance, structured validation, and practical enablement, helping the client build a scalable marketing operations foundation.
The engagement strengthened both execution and measurement, enabling the client to operate with greater discipline, visibility, and confidence in a highly regulated environment.
Execution Discipline: Standardized segmentation, targeting, and controlled testing enabled consistent, compliant batch campaign execution across channels.
Audience Control: Centralized audience orchestration improved operational control for high-volume outbound programs.
Journey Visibility: Granular digital journey signals enabled clearer understanding of payment portal behavior, drop-off points, and customer preferences.
Measurement Confidence: Stronger measurement discipline across campaigns and channels supported more confident performance evaluation.
Operational Sustainability: Structured governance, environment-based validation, and knowledge transfer reduced delivery risk and increased internal capability.
Delivered automated web analytics across a footprint sized for approximately 3 million sessions annually, improving visibility into customer behavior and conversion paths
Our biggest win was watching the client’s teams move from working around constraints to operating with confidence. With SAS CI 360 Engage Direct, they gained a disciplined way to run complex, regulated batch communications. With SAS CI 360 Discover, they gained clearer visibility into how customers navigate the payments portal and where friction impacts completion. The partnership mattered—strong client leadership paired with Munvo’s CI 360 expertise.
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