How SAP Emarsys scales personalized messaging with Sinch

SAP Emarsys is a customer engagement platform that helps brands collect and unify customer data. By making sense of that data, brands can deliver personalized interactions across every channel.

But if those messages don’t reach customers on time, the whole strategy breaks down.

“If that message is not delivered, it stands in between the way of generating more revenue for the brand. Plus, it might generate a negative experience for the customers because they expect messages to be delivered in real-time,” said Lucas Bergström, VP of ISV Technology Partners at SAP Emarsys.

SAP Emarsys needed a messaging partner that could quickly and reliably deliver enterprise-scale campaigns across multiple channels like SMS, RCS, WhatsApp, and more.

“We use Sinch for their reliable global network and relationships with all major telecommunication companies. They demonstrated that they can deliver millions – even billions – of messages for our customers.” Lucas explained.

SAP Emarsys manages all of its mobile messaging channels through a single integration with Sinch’s Conversation API. Their team can focus on innovation instead of managing multiple vendors.

With Sinch’s messaging APIs, SAP Emarsys helps brands deliver timely, relevant interactions. One of Lucas’ favorite brands is SAP Emarsys customer Gibson Inc. He explains how the iconic guitar brand  might use  this integrated solution to trigger personalized messages on the best-performing channels for each customer segment.

For instance, let’s say a customer has just purchased their first electric guitar, and Gibson’s customer data shows that WhatsApp is most effective for this segment. They could trigger a WhatsApp message inviting the customer to sign up for a free guitar lesson and download a mobile pass straight to their phone.

Later, they might trigger a promotional message about the equipment the customer used during their lesson to help drive more sales.

“With SAP Emarsys, brands can leverage data for personalization,” Lucas said. “Then with Sinch as a strong partner for message delivery, we can make sure they can do that in a reliable, scalable way. That’s the North Star that every marketing team wants.”

Beyond the technical integration, both teams are excited about expanding what’s possible with personalized messaging. Lucas values the expertise that Sinch’s team brings to the partnership. He said that Sinch educates SAP Emarsys on messaging best practices and new technologies, and they bring that information right back to their customers.

“You have this perfect MarTech platform, we have the great network, and this combines to make our customers happy,” said Anna Augsburger, Partner Marketing Manager at Sinch. “It’s about growing together and expanding on the customer successes we’ve had already.”