Global Blue uses SAS to power its global customer communications
Operator of the world’s largest tax-free shopping network gains centralized control of the entire customer journey
Global Blue is now using marketing solutions from SAS, one of the world’s largest software makers, to optimize customer communications. With SAS Marketing Automation and SAS Real-Time Decision Manager, this leading tax refund company has built a central platform to support its global communications. The platform provides live status updates on tax-free shopping refunds and real-time, contextual notifications that guide shoppers step-by-step to the successful completion of the refund process.
Global Blue has, in cooperation with retailers, developed one of the world’s largest tax-free shopping networks. The international customers of its partners profit from a discount by having their VAT refunded after they have exported goods. Customers provide contact details when they shop tax free, which allows Global Blue to send them real-time updates. SAS facilitates this contact with travelers and buyers at any point along their customer journeys in accordance with their needs, for instance to provide current information, status updates, payment notices, or payment confirmations and reminders.
In practice, it looks something like this: Global Blue uses SAS solutions to send emails and SMS communications around the globe. Marketing activities are carried out both in batches and in real time.
“SAS gives us a truly centralized communication system where all relevant information on customers is collected across all channels,” explained Karin Lorenz, VP Traveller Engagement at Global Blue. “This way, we also generate added value for our partners and create thoroughly satisfying customer experiences for travellers.”
“A diverse range of industries relies on SAS to enhance marketing efforts,” said Andreas Heiz, Senior Manager Competence Center Customer Intelligence at SAS DACH. “The financial services sector faces special challenges because it has high security requirements as well as very demanding customers who expect perfect service at all times. SAS ensures that Global Blue is able to deliver in both respects.”
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