Capability
Customer journey & communication
The entire customer journey steered from one place, across digital and printed channels.
One journey instead of many campaigns.
Every stage.
Attention, purchase, retention and win-back in one sequence.
Digital and print.
Email, SMS, messenger, push, web, chat and printed mail.
The right timing.
Relative to dates, within time windows, with a ceiling per contact.
Your customers experience a journey. Not campaign chaos.
Your customer does not see campaigns. She sees a relationship with your company.
She does not remember that the welcome email came from a different tool than the service notice, and the birthday greeting from a third. She only notices when something does not fit: the advert for a product she bought last week. The reminder for an appointment she cancelled long ago. Three messages on one Tuesday.
Caymland M4 runs the whole journey from one system. Every stage, every channel, every contact.
Every stage, one sequence
Most systems are built for a single stage. Newsletter tools for reaching out. CRM systems for closing. Service tools for afterwards. The cracks appear in between.
Caymland M4 accompanies the entire customer relationship:
| Stage | What the system takes on |
|---|---|
| Attention | Anonymous visitors are identified and their journey is recorded from the first click |
| Interest | Deliver content by actual behaviour, collect points, recognise interests |
| Decision | Hand over to sales at the right moment, with the whole context |
| Purchase | Confirmations, onboarding, appointment chains, documents |
| Retention | Service communication, satisfaction surveys, referrals, repeat purchase |
| Win-back | Notice when someone goes quiet, and react in good time |
And because everything comes together in the same contact profile, stage 5 still knows what happened in stage 1.
Digital and print in the same sequence
This is what sets Caymland M4 apart from purely digital tools: a sequence can trigger a printed letter in the middle of its run.
- Email in every form, from the newsletter to the transactional message
- SMS for reminders and confirmations, where email is too slow
- Messenger and WhatsApp through connected services
- Web push and mobile notifications
- Website and landing pages that change per visitor
- Personalised direct mail on brand, including personal QR codes
- Brochure and material dispatch with order and delivery tracking
- Live chat on your website, wired straight into the contact profile
- Tasks for people, because some steps have to be a phone call and not an automation
Whoever ordered your brochure can get an email three weeks later. Whoever does not react to the email can get a letter. And whoever scans the QR code on that letter lands on a page that already knows who they are.
The right moment, not just the right content
Timing often decides more than wording. Caymland M4 gives you control over it:
- Immediately or delayed: minutes, hours, days, weeks.
- Relative to a date in the profile: 14 days before a contract ends, on a birthday, three months after the purchase.
- Only within time windows: weekdays, between 8 and 18, never at the weekend.
- Depending on a reaction: wait and see whether it is opened, then continue differently.
- With upper limits: frequency rules stop a contact being overrun by several sequences at once.
Every step is traceable
For each contact you see where in a sequence they currently stand, what has already fired, what is planned next and when. For each sequence you see how many contacts stand at which step, and where they get stuck.
That makes improvement concrete. You no longer argue about whether the sequence works. You see at which step it does not.
What this looks like day to day
The cultural venue. After the ticket purchase: confirmation by email, a reminder by SMS the day before, a feedback request the day after and, if the rating was good, an invitation to subscribe. Whoever does not react gets the matching programme note four weeks later instead of the same invitation again.
The specialist retailer. A prospect downloads a data sheet, visits the pricing page twice and automatically receives the matching reference story. Their score crosses the threshold, field sales gets a task with the full history, and the automated sequence pauses for as long as a person is on it.
The association. New members go through a six-week onboarding of emails, a printed welcome pack and an invitation to the first event. Whoever registers is taken out of the reminder sequence.
Questions & answers
Frequently asked questions
Do we have to use every channel?
No. You start with what you use today and add what fits later. The sequences do not have to be rebuilt for that.
What happens if someone drops out midway through a sequence?
You define whether contacts are taken out. Unsubscribes and blocks are always respected immediately, no matter which sequence someone is in.
Can several sequences act on the same contact at once?
Yes, and that is exactly what frequency rules and priorities are for, so it does not turn into a flood.
Can sales step in?
At any time. Automated steps can be paused, skipped or replaced by human tasks.
The difference in one sentence
