The ultimate success of a martech program can usually be traced back to how well it was originally implemented.
A successful martech implementation goes beyond just technical completion of the original scope of work. Four key factors in determining success include the:
- consistent alignment of expectations between implementer and client,
- appropriateness of the initial project scope,
- level of implementer support in the transition from implementation to sustainment, and;
- amount of ongoing development work required to take advantage of post-implementation opportunities.
Client: Endota Spa
Supplier: TaguchiMarketing (Taguchi)
Endota Spa (Endota) Australia’s most successful day spa network had undertaken a highly sophisticated digital transformation project, designed to enhance their overall customer experience by maintaining loyalty and increasing local area marketing capability.
Endota had previously implemented a global marketing cloud platform as their marketing automation solution. Based on their overall experience with that platform and its level of local support, Endota believed that adapting this platform to their needs would have been difficult and costly. They therefore concluded that it was not the appropriate solution for their business moving forward.
|Replace Endota's incumbent global marketing cloud solution, with Taguchi and to do so with no loss of functionality, no downtime and minimal business interruption.||Taguchi’s Professional Services team worked with the Endota Marketing and IT teams to scope, plan and execute the implementation. The transition between platforms was seamless. The transition included technical integration, platform implementation and user training. This immediately improved the Endota marketing team’s digital capabilities and operational efficiency.|
|Implement a solution that worked with both the existing legacy systems and the new tech stacks as they are deployed.||Once implemented, the Taguchi platform provided Endota with extensive and flexible integration capabilities for both existing transition requirements and for their new systems. For the marketing team, this immediately enabled greater targeting and segmentation opportunities, and set the foundation for even more sophisticated integration and automation in the future.|
|Maintain continuity of local area franchise functionality.||The Taguchi platform solution provided better user experience to Endota's internal marketing team as well as their franchisees. Workflow was significantly streamlined through automation and functionality previously spread across disparate technologies was able to be consolidated into the one system, Taguchi.|
|Mitigate potential cost blow outs resulting from:
||There were no material surprises as the implementation project was completed on time and on budget.
Taguchi’s scoping and implementation experience ensured that there were no scope creep costs.
In the spirit of partnership, the parties worked together to ensure that Endota’s exposure to parallel system costs were minimised while the previous system was being phased out.
Miscellaneous post implementation adjustments were minimal and factored into the project scope.
|Future proofing of the solution in line with Endota’s ongoing digital transformation project.||
The all-important Post Implementation Review (PIR) confirmed that Taguchi was implemented as anticipated. Endota now have a more suitable marketing automation platform in place for their current and future needs. As a result, the partnership is already focusing on the next phases in the ongoing development of the Endota Haven program and beyond.
|Ensure the client is happy.||Expectations were met, and often exceeded.
The Implementation was signed off and this case study was approved.
Taguchi, we specialise in doable.