Case Study: Fortune 500 Software Company Achieves 27% Higher Engagement with Salient Process and IBM Operational Decision Manager

A Fortune 500 Software Company Automates Its Customer Journey Experience by Leveraging IBM Operational Decision Manager and Salient Process

Salient Process helped a Fortune 500 Software Company improve its customer journey experience. The company was overwhelming customers with communications that were not relevant or timely, and needed a better way to deliver the right tutorials, offers, and information through the right channel at the right time using IBM Operational Decision Manager (ODM).

Salient Process implemented a dynamic customer communication and experience platform powered by IBM ODM and real-time rules. The initial rollout went live in 25 business days, the system now processes 5 million events and rules per day, sends more than 50,000 targeted emails daily, and improved user engagement by 27% versus the holdout group while reducing opt-outs and enabling the client to manage the solution independently.