Case Study: Mercer achieves rapid customer engagement and up to 40% higher conversions with Salesforce Marketing Cloud

Mercer channels Salesforce super powers for era of engagement

Mercer, a global consulting and financial services firm, launched the Super Genome Project to transform its Pacific superannuation business from “super administration” to “super engagement.” Facing changing consumer expectations and increased competition, Mercer needed a technology-led overhaul to put more than one million customers at the center of a modern, digitally driven experience.

Partnering with Salesforce, Mercer replaced its legacy CRM with Salesforce1 and Marketing Cloud, using Journey Builder and analytics to track five “profitable actions” within 72 days and coach customers through them. The new platform cut campaign cycles from months to hours/days, boosted some sales conversions by up to 40%, delivered triple‑digit ROI improvements, and is being scaled across additional business units and call centres.

Mercer

Cambell Holt

Consumer Marketing Leader