Braze Support & Communication Strategy for Technology Co
- Application Management & Support Other Digital Marketing
- $50,000 to $199,999
- Oct. 2021 - May 2022
- Willing to Refer
“They took our foundations, expanded upon them, and built them up.”
- Business services
- New Philadelphia, Pennsylvania
- 11-50 Employees
- Phone Interview
A business intelligence platform hired Ragnarok to help implement Braze into their communication strategy. They built flow charts, wrote copy, and created email, text message, and push notification templates.
Ragnarok helped improve the client’s communication templates, enhancing engagement and improving click-through rates. The team was attentive, professional, and responsive through Slack and Zoom. Their capacity to go the extra mile with strategy was key to the project’s success.
A Clutch analyst personally interviewed this client over the phone. Below is an edited transcript.
Introduce your business and what you do there.
I’m the director of marketing and communications at EverWash, a technology company for the car wash industry. Our platform makes it easy for car wash operators to sell and manage an unlimited membership program at their company.
We also make it easy for consumers to find, purchase, and manage an unlimited membership of their own. This potentially means that a customer can wash their car every day at a participating local car wash location for a low monthly price.
OPPORTUNITY / CHALLENGE
What challenge were you trying to address with Ragnarok?
We wanted to bolster, upgrade, and innovate how we engage and communicate with our members. For this purpose, we signed a contract with Braze to augment how we communicate with our customers. However, we were experiencing a challenging onboarding process due to our organization's technical and resource limitations. We hired Ragnarok to help us develop, implement, and execute the various strategies we wanted to create in Braze.
What was the scope of their involvement?
Ragnarok helped us onboard our communication plans, multi-channel messaging, onboarding automation process, and win-back campaigns. We started by addressing key communications and experiences we wanted to improve. Internally, we pinpointed the areas we wanted to work on and then met with Ragnarok and their strategist.
We discussed our organization’s needs and our internal strategies with the team. Additionally, we provided them with the best practices for the kind of communication we wanted to develop. Our team also provided very early-stage flowcharts and copy examples of what we had been doing and wanted to create.
From there, the Ragnarok team helped us create our new strategy, starting with flowcharts designed on Figma. Their content team developed the wording we would use in our communication and wrote the copy. Then, their design team created templates for emails, push notifications, and text messages. After testing the templates, we made the strategy live in a collaborative effort between our engineering teams. They also helped move our automation flows from our legacy in-house system into Braze.
Before this project, we could only send email communications to our members and customers. Ragnarok added push notifications and text message communications to our offering of mediums. They helped us get a feature that allows us to create more robust and engaging communication automation to follow members along for more than a single touch point and keep them engaged for several weeks after the fact. Overall, Ragnarok helped update the look and feel and increase the quality of our engagement and communication templates.
What is the team composition?
First, we worked with someone from Ragnarok’s sales team to figure out the contract. Mary (Customer Success Manager) was our project manager, Michael (CRM Strategist) was our strategist, and Kiyo (Email Developer) was our engineer. Additionally, we worked with Kate (Marketing Analyst) from their reporting team and more people from the design team.
How did you come to work with Ragnarok?
They were referred to us by Braze as one of their preferred partners. Previously, we worked with Ragnarok on other technical and database-related projects. After the recommendation, we had a discovery call with them and liked what we heard, so we moved forward.
How much have you invested with them?
We spent between $50,000–$70,000.
What is the status of this engagement?
We worked together from October 2021–May 2022.
RESULTS & FEEDBACK
What evidence can you share that demonstrates the impact of the engagement?
Thanks to Ragnarok’s work, our email engagement metrics are up across the board. In addition, our open and click-through rates are both on or above the industry average. This is an improvement from before, when we fell at or below the industry average. The team gave a fresh coat of paint to our communication templates. Our emails look a lot better, and our push notifications are engaging and deep link right into the app, creating a more seamless experience. They took our foundations, expanded upon them, and built them up; it was cool to see the ideas they brought to the table. We were pleased with their design team’s creativity and professionalism.
Thanks to their help, we launched multi-channel messaging for our members. Before working with Ragnarok, we were not communicating early and often enough and were only leveraging email. Now, we can leverage email, push notifications, and text messaging. The team enabled us to have several live, automated onboarding, transactional, and win-back flows. All of our members experience Ragnarok-derived campaigns and messages throughout the membership lifecycle.
How did Ragnarok perform from a project management standpoint?
They were great at project management; they were always on top of things and very attentive. Mary played quarterback; she ran the show and helped keep everyone on track and focused. Overall, we were really pleased with Ragnarok’s team and how they interacted with ours. They were very friendly, professional, informative, and always willing to help.
We used Google Docs and Google Drive to share assets and collaborate on the final messaging. We embedded a Slack channel within our workspace so we could communicate with them at a moment’s notice. They were always fantastic with availability for meetings on Zoom or quick conversations on Slack. We also exchanged a few emails.
What did you find most impressive about them?
I was impressed with Michael — he was a rock star. He always made himself available, grasped our business, and shared his best practices and strategies for our organization. He was willing to go above and beyond, whether connecting with Braze on our behalf or reaching out to us one-on-one and calling out issues he noticed.
Overall, we really loved working with Michael. If we were to work with Ragnarok again, it would be because of our experience with him. Kiyo was also super helpful in demystifying Braze of our in-house engineers; we leaned on his experience.
Are there any areas they could improve?
We would have liked more transparency regarding how many hours we had left per contractual agreement. A few times, we didn’t realize we were running out of billable hours, and we had to pause to renegotiate. There was one instance when we were caught off guard because we had already run out of hours. However, we addressed the issue with them, and they were much better at managing that moving forward. Other than that, it was smooth sailing.
Do you have any advice for potential customers?
I advise you to do your work on your end with the research for the platform. We needed help with Braze because our team members didn’t have the technical know-how to implement it. Even when we started working with Ragnarok, we realized there were certain fundamental things we needed to do better on our end.
Make sure you have the right people in place and that you’re doing your end of the bargain so the process runs smoothly, and nothing lags. We realized halfway through that we needed to do more learning on our end. When diving into any product, your team should have the right resources to work with Ragnarok and ensure their team is working with people with the proper knowledge.
Service & Deliverables
On time / deadlines
Value / within estimates
Willing to Refer4.0