- We have jointly developed a holistic user journey. With Merkle, we have a partner at our side who masters complex technical challenges and who consistently develops the topic of personalization.
KUKA AG is one of the world's leading suppliers of robots and automated production systems and solutions. Our common challenge: to make the technological pioneering role and innovative strength digitally tangible and to strengthen them sustainably.
The first major milestone was the comprehensive relaunch of the KUKA website. This extensive project formed the basis for the global roll-out and website relaunch of the Swiss subsidiary Swisslog. The next stage focused on digitizing the lead generation processes and linking sales and marketing along the customer journey.
The website relaunch was our first project in 2015. Aligned with their strategy, we unified and modernised the digital appearance. The focus was on the customer experience. In addition to designing a uniform brand experience, we strategically accompanied the content optimisation and created new content as well as comprehensively revised it. The contents of the website can thus be experienced and the conversion significantly increased.
The design convinces with a clear and simple appearance and now unites all company divisions in a consistent brand appearance. Shorter click paths allow users to find the content that is relevant to them more quickly. In addition to intuitive operability, the corporate design can be transferred to all digital channels thanks to the style guide.
In addition to the design of the uniform brand experience, we also accompanied the content optimization. As part of their strategy, the existing content (approx. 800 pages, approx. 30 audit criteria and approx. 15 auditors) was audited, structured and comprehensively revised following a qualitative and quantitative inventory. Our goal: using the content to make the KUKA brand come alive and increase conversion. The new Sitecore platform solution also simplifies editorial processes.
Nowadays, anyone interested in a product usually first obtains information through various channels. Once the interest has been aroused, customers must be convinced along the entire customer journey. We accompanied KUKA in this challenge.
The main objective was not only to generate new leads, but also to offer and personalize information in a way that enables an exchange with customers.
For the lead generation, we developed a (digital) customer journey tailored to the users in order to pick up potential customers and play out content precisely to their needs. For this purpose, we linked an event user journey (of trade fairs, etc.) with a newsletter route. All interactions provide a seamless customer experience with personalized marketing automation through Salesforce. KUKA can now enter into a context-related, cross-channel dialogue and provide customers with relevant content. Automation also saves KUKA additional human, financial and time resources - which makes the marketing measures particularly effective.
As part of the Digital Lead Generation, KUKA has recognized the need for a cross-channel link with customer relationship management. The customer journey is based on a complex technical interaction in which we developed an individual Sitecore solution and connected it with the Salesforce world. In concrete terms this means: we create a link between the website and the Salesforce Sales Cloud as well as the Salesforce Marketing Cloud. Conceptually and technically a challenging project.