Focal Graph

“The problem we were trying to solve was gaining identity inside the CDP so we could see what people's actions were on the web. We have a lot of offline identity in the CDP but we needed to be able to stitch the customer’s online identity to their offline identity. That's what really opens up the CDP and makes it vastly more valuable. We had been working with the Launch Labs team, and were really developing a good product. We were using the data that we had in Telium and saw how this product could actually help power identity in ways that we previously did not have. We decided that Launch Labs really was the best and most effective path forward for Morgan. From a KPI standpoint, early on, we started measuring our data ups. We could use that information for followup and different types of marketing campaigns. But, now, we're going to be adding the new API from our CRM which is DriveCentric. So, it's going to completely change how we can manage this data. It's probably one of the biggest game changers we're going to have with our CDP - we'll be able to put a lead into DriveCentric with an API as opposed to an ADF XML email. That's going to change the data set that we can act upon inside the CRM. It’s going to be much larger, and it's going to give us a lot more data fields that we can act upon using Launch Labs’ AI workflows. So that's super exciting. In the past couple months, we've seen our data ups volume double in some cases, and also our sales went up about 40%. I wouldn't say we are creating new goals after adding DriveCentric because, with this data, it's so new there's no roadmap for how we measure things. In the same time frame with the API coming online, we're launching the DriveCentric service CRM so we're doing a pilot in May. That will bring the whole customer interaction full circle the way it should be. And it's all under one CRM envelope as opposed to our current situation where we have some stores that are using different products for service CRM. It's going to really unify that communication to customers and improve our customer experience by having this all flowing through one CRM. What sets Launch Labs apart is their approach and commitment to the workload – “Let’s just work on getting the identity graph fine tuned and dialed in so we can use deterministic levels instead of probabalistic.” I would definitely 100% recommend them because they are one of those vendors that go above and beyond to show their value. They're interested in what we're doing, and they're interested in understanding our business needs. They're also nimble enough to make changes and react quickly – especially with the speed of what’s happening in the tech world.”