Customer records · Sales and service · Connected systems · Marketing audiences
An enquiry can lose its owner, a campaign can reach people who have already bought, or a service team can need software for a specialist task. Twin helps you choose what to keep and what to change for the work at hand.
Start with the customer interaction you want to improve. We can assess whether to configure a product, connect a system you already use or build the missing part.
Choose a starting point
Bring one example of the work, the team that owns it and the records it needs. That gives us a way to decide what to configure, connect or build.
Give each enquiry an owner, history and next action so another person can continue the sales conversation. Mitsubishi Motors Vietnam’s dealer programme shows this work connected with existing systems.
Explore Twin CRM See the Mitsubishi Motors Vietnam projectUse purchase history to select an audience and exclude people who have already bought. PangoCDP’s nine-month CellphoneS account reports 35% higher return on ad spend and 28% lower cost per action.
Explore PangoCDP See the published CellphoneS caseCarry the customer request into the assigned work and back to the service record. Twin’s historical Unilever Pureit project linked central dispatch with technician progress and completion updates.
Explore custom workflow software See the historical Pureit projectCustomer records and daily work
Keep the person’s account, property, product or service with the enquiry or task. The next team can see earlier commitments and activity without asking the customer to repeat the conversation.
What each platform does
Twin CRM and PangoCDP can each serve a useful programme independently. Where the journey spans both products or a specialist operating platform, design the connections around the information and action each needs.
| Platform | Main responsibility | When to use it |
|---|---|---|
| Twin CRM | Customer and account relationships, leads, opportunities, sales and service activity, tasks and communication history. | Teams need a shared record of customer work, responsibility, status and the next action. |
| PangoCDP | Connected customer data, unified profiles, audience segmentation, dynamic marketing flows and communication through configured channels. | Teams need to understand activity across sources, build relevant audiences and run a continuing customer journey. |
| Operational platforms | The specialist transaction or service record. RIO supports property management and residential Leasing CRM; bespoke platforms can support other operating needs. | Property, lease, occupancy, resident, work-order, fee or other specialist records need their own workflow and system of record. |
From profile to customer action
PangoCDP brings agreed customer attributes, purchases and interaction events into profiles. The team can use that context to build an audience, apply exclusions and decide what should happen next.
A sample request can start follow-up; a purchase can change or stop the next message. When a response needs a person, an agreed connection can create work in the sales or service system.
Review the customer route first, then define the data, preferences, timing and returned events it needs.
Explore PangoCDP dynamic marketing flows ↗
Configuration, integration and engineering
Compare available products with the records, tasks and decisions your teams need to manage. The gaps show where configuration, integration or custom development is justified.
Set up records, stages, permissions, forms and automation where the product already supports the required work.
Move the relevant context between systems. Define the identifiers, update timing and correction path without copying everything everywhere.
Add a specialist workflow, portal, application or reporting view when standard product functions cannot support the operating requirement.
Customer work in practice
In property, field service and dealer networks, the customer record supports different daily tasks. These examples show the operating work around a continuing relationship.
The Sơn Kim Land programme combines RIO Leasing CRM, property management and the Highgate resident app around units, agreements and everyday service.
Explore the project ↗The historical Unilever Pureit delivery linked customer-service CRM with technician jobs, field updates and operational reporting.
Explore the project ↗The Mitsubishi Motors Vietnam programme connects sales and service applications, vehicle owners and SAP Dealer Management System integration.
Explore the project ↗For a new programme, choose the products, customer-data connections and engineering scope from the records and tasks involved. Agree how identity, communication preferences and updates will move between the selected systems.
Data quality, consent, activation and reporting
Customer matching, communication preferences and agreed reporting definitions support useful sales, service and marketing work. Define the data and updates each selected system needs, including how corrections and customer responses return to the right team.
Keep communication preferences available to the systems sending messages. Record the resulting contact or response so sales and service teams can see what the customer has received.
Reports should use agreed definitions to show sales progress, service demand and unresolved cases across these systems.
Match carefully, keep the source and matching history and route uncertain records to a responsible reviewer.
Make purpose, channel and communication choices available wherever customer data is used.
Send approved audiences or next actions to connected channels and record the resulting event.
Measure progression, service demand, exceptions and outcomes using shared definitions and clear ownership.
Campaigns and customer participation
Build a branded game or interactive experience around the action that matters to your programme. Where PangoCDP is part of the solution, participation can contribute to customer profiles, segments and relevant follow-up.
Explore Gamification and Customer EngagementClient work
These PangoCDP stories show customer audiences, sampling, enquiry journeys and continuing service communication. Reported results remain attributed to their published programme and period.
Store and online records supported audience selection. Read the nine-month account and the customer statement behind the results above.
Read the customer story
Sampling connected with customer groups, automated follow-up and a Salesforce CRM data flow. The account reports 65 segments and 55 flows within six months.
Read the customer story
Interactive activities, permission-based forms and placement-test booking connected first interest with more useful follow-up.
Read the customer story
Warranty registration, maintenance reminders and service surveys connected product ownership with continuing customer care.
Read the customer storyBefore we begin
Use Twin CRM when a person or team needs to manage an enquiry, opportunity or service task. PangoCDP helps combine customer information and arrange relevant audiences and automated journeys. Connect them when a response, customer event or follow-up needs to move between those activities.
Yes. We assess the current CRM, its available interfaces and the information needed by the programme. Nutifood’s published PangoCDP account, for example, describes a data flow to Salesforce CRM. Each engagement defines its own connection requirements.
A flow can use customer events and conditions to decide when to wait, branch or continue with an action. This supports a journey that changes with a customer’s response. Product configuration, source data and channel connections determine the available actions.
Relationship and system map
Choose one enquiry, purchase or service event where follow-up breaks down. We can map the customer record, next action and receiving team, then scope the product setup or connection needed.
