Transforming Disconnection into Seamless Customer Connection

Written by Michelle Golding

May 2025

The Challenge
A multi-brand FMCG company, partnering with on-trade venues, faced a key challenge with fragmented processes. A reliance on manual updates from Commercial teams, meant planned executions were difficult for venue staff to track, with updates on booking, approvals, and deliveries often lost in emails or forgotten. This created confusion, delays/cancellations, and inconsistent customer experiences in-outlet.

This challenge isn’t exclusive to large FMCG companies—brands with smaller teams also face difficulties maintaining effective communication with their extensive customer base.

The Solution
By implementing the Experience This platform to streamline campaign execution across all on-trade customers, a connected customer experience from ‘sell-in’ to activation was ensured. The platform allowed:

  • Automated bookings and approvals – cutting out time-consuming manual steps
  • Live updates for venues – so licensees always knew what was happening and when
  • Centralised access to campaign materials – keeping everything in one place
  • Automated feedback requests – enabling venues to share input without chasing or email trails

The Results

  • Fewer delays and missed activations – with venues fully informed in real-time
  • Time and money saved for licensees, account managers, and customer marketing teams – by automating manual processes
  • More consistent customer experiences in-outlet – thanks to improved clarity and coordination
  • Positive feedback from venue managers – who appreciated the transparency and ease of use

 

By connecting every step of the customer journey, Experience This helped on-trade partners focus on what they do best – delivering great in-venue experiences, without the admin burden.

Find out how Experience This can improve your team’s productivity and your marketing ROI