Supporting Services​

One Custom is a nimble & independent CX & Data consultancy.
Our full service-offering supports our purpose: understanding, catering to, and positively influencing our clients’ best customers.

One-Custom-Customer-Journey-Mapping
CX, CRM, Sales, Data, Digital

Customer Relationship Management​

One Custom understands that first-and-foremost marketing should build business. And business is built with customers! Customer-relationship strategy is the foundation of the One Custom offering. And our skill in building rich customer profile/behaviour databases enhances this strategic capability.

One-Custom-Data-Strategy-Acquisition-Retention
Data, Digital Systems, CRM, Sales​

Customer Data Strategy​​

It is estimated that acquiring a new customer is 5 to 10 times more expensive than keeping an existing one. We are constantly evaluating our clients’ existing customers: their preferences, interests, behaviours and that which they value. This is the foundation of long-term and sustainable customer relationships. In addition, this understanding is extended into attracting the best prospects; those that will also become long-term profitable customers and great brand advocates.

One-Custom-Data-Customer-Data-Infrastructure-and-Platform
Data, Digital Systems, CRM, Sales​​

CDI & CDP – Data Integration​​​

If you are a business trying to make it in 2024, chances are you’ve got various sources of data as well as tools, applications, and destinations for that data. With all of these and data streaming in and out, building an effective single-view of your customers can be challenging. Our skill in this space is rooted in technical ability and breadth of understanding of these properties. This enables us to build useful actionable views, as well as to deliver streamlined data processes. The Customer Data Infrastructure & Platform is central to this.

Digital, CX, Data

Digital Strategy & Planning​

In many of our client’ categories, their customers’ path to purchase is full of digital touch-points. And these customer touch-points are evolving with time (very quickly!), so innovation and technology is at the heart of our strategic ability at One Custom.

Digital, CX, Data, Sales​​

Web Development & eCommerce​

In many of our clients’ businesses, their owned digital presence is an important part of delivering service or sales. As a digital agency, our primary focus is optimal user experience and accessibility. Our UX and design approach is mobile-first and understands the limitations of users’ handsets and connectivity in Africa. With vast experience in digital production, One Custom can help in designing and building web (this includes mobile), apps, content management systems (CMS), eCommerce solutions, member platforms, or anything else that connects customers online.

One-Custom-Loyalty-Platform-Development-3
CX, CRM, Digital, Sales, Data

Member & Loyalty Platforms​

We said it on our homepage – we really like Loyalty. One Custom can help to strategise/conceptualise, build, implement and promote a programme that really fosters loyalty. And we’ll do it using client software/POS, integrating to 3rd-party systems (e.g. rewards/redemption platforms), and/or by custom building new systems – we’ve done all this a few times before.

CX, CRM, Digital, Sales, Data

Subscription​

We get a kick out of developing subscription/loyalty platforms that deliver real value to real people. This is where business strategy, product & service design, data, and technology is best combined with a focus on your best and most loyal customers. Needless to say, this is our happy space.

One-Custom-Customer-Relationship-Platforms
CX, CRM, Digital, Sales, Data

Customer Relationship Platforms​

A Customer Relationship platform creates a reason for your customers to hear from or engage with your business, outside of the products and services you’re selling. This allows you to build on good customer experience and grow affinity for your brand. Your marketing spend then focuses on your most valuable customers with more relevant, targeted communication – ultimately improving ROI.

CRM, Digital

Content Marketing​

Customer programmes rely on value exchange. Part of our approach when developing a value proposition is considering what content is compelling and actually useful to customers (aka real people). It may be content that is entertaining, educational, inspirational or it may just make them feel special.

CX, CRM, Digital

Creative Services​

None of what we do is effective without creative! The fact is, in a world where customers are bombarded with messaging, when communication is not developed to break through the clutter, it is simply ignored. One Custom believes in the power of cleverly conceived creative: the personal communication we develop should always be unique, attractive and compelling.

One-Custom-Data-Customer-Data-Infrastructure-and-Platform
CX, CRM, Digital, Sales, Data​

Outbound, Email Marketing & Digital DM​

Having data is the starting point, understanding it helps, but then it needs to be used to positively influence customer behaviour. Outbound channels that enable direct customer communication are often the most effective. And by leveraging digital and data, our list of outbound direct channels grows all the time. Email, SMS, MMS, in-app are the starting point. (Post and outbound phone are also on the list.) But nowadays we can use social (remarketing and matched audiences), web (notifications) and search to target known customers with highly relevant messaging.

One-Custom-Behaviour-Tracking
Data, Digital Systems, CRM, Sales​​

Behaviour Tracking & Profiling​

You may have some of the infrastructure in place, but you’re not getting anything useful out of it? The truth is, much of the information we need and the behaviour we want to track needs to be hypothesised, designed and prompted. Only once this engagement plan is properly integrated into various customer touchpoints (on- and offline) do we start to get a fuller understanding of our customers, their interests and preferences. This understanding provides the foundation for relevant content and communication strategies.

One-Custom-Data-Triggered-Communication
Data, Digital Systems, CRM, Sales​​

Marketing Automation​

And now we can trigger Digital DM with Marketing Automation software. In reality, the strategy is the same as for CRM – we use data and insights to drive communication – we just trigger it automatically with Marketing Automation software. The goal is to make certain marketing tasks more efficient: pushing more qualified leads down the sales funnel (without unnecessary human intervention). One Custom can help in developing as well as implementing a Marketing Automation plan – including using or integrating client or 3rd-party software systems. But we’ll only do this if we can drive revenue or show marketing ROI.

Digital, CX, CRM, Sales​​

Digital Media Planning & Buying​

Where bought digital media is part of the communication plan, One Custom can help plan and implement across search/AdWords, display and social.

One-Custom-Data-Marketing-Intelligence
Data, Digital Systems, CRM, Sales​​

Marketing Intelligence

If your media plan hasn’t changed much in the last 3 years, you may well be missing a few things. We’re about understanding the effect of marketing spend against real metrics (hint: Likes & Comments don’t really count). These metrics are things like delivering better prospects and more sales conversions, or optimising the channel mix to deliver on these. More than ever in the current economic climate, marketing efforts need to deliver actual return for business. And the pressure is on to deliver this fairly quickly.

Data, Digital Systems, CX, CRM, Sales​​

Data Analysis & Visualisation​

At One Custom we love playing with and analysing data; it allows us to better understand your business, customers and processes. And this understanding directly informs and drives strategy. We can help with gap analysis and implementing measures to track ongoing marketing efforts.

We also get a kick out of data visualisation – representing data insights in ways that are easy to understand and impactful – whether that is building real-time displays, interactive dashboards, or even creating quirky infographics.

Need help with any of this?

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What do you need?

Tell us what you’re looking for in a line and we’ll schedule a time to talk. We’ll try make it the best 15 minutes you spend on your business this month.