Build the profile
Bring the online activity and store purchase into the same customer profile using agreed matching rules.
See profiles and matchingCustomer data platform · Marketing automation
PangoCDP
Make follow-up more relevant and put campaign spend to better use.
Use purchase and interaction history to choose the next offer, exclude people who have already bought and reduce manual audience work. PangoCDP connects customer records, audiences and automated journeys in one platform.
Planning a programme in Australia? See data and channel options.
A customer journey
When a customer buys in store, change the follow-up
A shopper browses online and later buys in store. When those records can be matched, marketing can stop repeating the purchase reminder and choose a more useful next message. The purchase feed, audience rules and timing make that change possible.
Choose the audience
Use purchase history and audience rules to decide who should receive a message. Exclude people who have already bought.
See audience rulesSet the flow
Use a visual marketing flow to decide when to send a message, wait for another event or end the follow-up.
See the flow builderImplementation and demonstration
Prove one customer journey before expanding the programme.
Bring a purchase, sample request or service event that should change your follow-up. A demonstration can show who receives the next message, who is excluded and which record confirms the response.
- 01Define the first outcome
Choose the audience, customer action and measures. Identify the people who will run the programme.
- 02Map the data and channels
Review sample records, identifiers, permissions, update timing and the sources and services needed.
- 03Configure and connect
Set up the platform, data model and agreed connections. Prepare the audience, content and any custom components.
- 04Build and test the flows
Check triggers, exclusions, branches, waiting steps and returned events before the controlled launch.
- 05Train, operate and improve
Work through daily tasks with the team, establish support responsibilities and review results before expanding.
Profiles and segmentation
See the history that makes an interaction relevant.
See the purchase and interaction history behind the next message. Profile 360 brings available identity, activity and transaction records into one customer view.
Agree matching, uncertain-record handling, communication preferences and access for the sources you connect.
View full screen Build the audience
Choose who should hear from you, and who should leave the journey.
Choose audiences from purchase history, product interest or campaign activity. Set exclusions for people who have already completed the intended action.
For repeat-purchase follow-up, include relevant past buyers and exclude recent purchases. A configured scheduled flow can refresh the audience before it runs.
The demonstration shows when a purchase or preference change affects the next action.
View full screen Dynamic marketing flows
Design the journey by dragging and dropping.
Build and review follow-up in a visual canvas. Connect the trigger, conditions, waiting steps and actions so your team can see the customer’s route before launch.
A recorded event or audience can start the flow. New responses can change the route, end a reminder or trigger another supported action. Marketers can manage routine changes within the configured elements.
View full screen Choose what starts it
Begin with a recorded event, a personal date, a contact list or an audience. Run a suitable audience flow immediately or on an agreed schedule.
Set conditions and timing
Check available profile, segment or event information. Add a waiting period or a specified time, and branch according to the result.
Connect the next action
Use supported message, reward and data actions. Personalise from the information available and connect other systems where the programme needs them.
Review and improve
Inspect workflow jobs, steps and response records. Compare paths or configured split groups, then refine the conditions, timing or content.
A journey that changes with the response
Give the next step a reason.
In a proposed sampling journey, a recorded purchase could move the customer to after-purchase care while another eligible customer receives a reminder.
The example depends on the conditions and returned events you configure. The adjacent product screen shows branching in the builder.
We set up the data and channel connections, help design the first flows and train your team to operate them. Test the audience, exclusions and messages together before publishing and activating a journey.
Explore the workflow documentation
View full screen Campaigns and participation
Give customers a reason to take part, then continue the conversation.
A form, survey, sample, voucher or game can create a meaningful interaction. PangoCDP connects that participation with the customer information and follow-up behind the programme.
Forms and sampling
Capture an interest or request, record the response and begin the relevant journey. Use the interaction to learn something that improves the next conversation.
Vouchers and gifts
Connect an eligible action with an offer. Give customers a way to receive and find it, with the delivery and redemption route defined for the programme.
Points and rewards
Use Pango Reward for configured points and reward-exchange experiences. Keep qualification, availability and fulfilment responsibilities clear.
Games and referrals
Invite participation through a suitable game or referral mechanic, and connect the qualifying activity and returned events with the wider journey.
Reusable components and customised experiences
Choose the interaction that fits the programme.
The Lucky Wheel shows a reusable Pango ZMA Experience component in action. The Zalo ecosystem also includes forms, voucher and reward experiences that can be combined around a programme. Zalo Mini Apps run inside the Zalo platform.
When a campaign needs its own game mechanic or branded interaction, Twin can design and build that experience and its data connections. Select the format for the audience and intended action, then define the reward and follow-up around it.
Explore Gamification and Customer EngagementPurchase qualification and ordering
Connect the qualifying action with the offer.
A purchase-linked programme needs to establish who qualifies, what they receive and how the reward is used. Pango’s promotion schemes support that connection. Receipt or QR-based journeys use the configured process and transaction information needed to establish eligibility.
Define the qualification rules, reward stock, exceptions and redemption route before launch. That gives the customer a clear offer and the operating team a record they can manage.
Continue into ordering where it fits
Pango Sell and Pango 1Touch support configured ordering experiences; Pango Connect supports store-related interaction. Connect them with the systems confirming and fulfilling the order. An order request, a confirmed order and a completed sale remain separate events to report.
View full screen Choose a first programme
Start with the customer action you want to improve.
Explore the journey and the information it needs. These examples show implementation patterns; the final programme follows your audience, systems and operating team.
Sampling
Continue the relationship after a product sample.
Capture the request and product interest, confirm the relevant communication permission, then send the next information or invitation. A later response can change the journey, so someone who has already participated does not keep receiving the original request.
What the programme uses
Forms, profiles, audience rules and marketing flows.
Nutifood’s published account describes sampling supported by customer segmentation and automated flows.
Read the Nutifood storyRepeat purchases
Respond when buying activity changes.
Define a returning-customer audience from purchase history and interests. Send a relevant invitation through a connected channel, then use a returned purchase or response event to change the next step. Keep a clear distinction between a message delivered and a completed sale.
What the programme uses
Transaction history, exclusions, timed follow-up and response records.
CellphoneS’s published account connects online and offline profiles with segmented customer communication.
Read the CellphoneS storyRewards
Connect participation, qualification and redemption.
Make the qualifying action clear, issue the appropriate points, voucher or gift and keep its status with the programme records. Use the available redemption events to decide whether to follow up, invite feedback or move the customer to another audience.
What the programme uses
Promotion schemes, Pango Gift or Pango Reward, and the relevant store or redemption connection.
Review participation, rewards issued and rewards used as separate measures.
Explore qualification and rewardsOutlet engagement
Make communication relevant to each outlet.
Bring available outlet and ordering data together, then group outlets by their activity or needs. A flow can send relevant information, invite a response or direct the outlet to the ordering experience. Order confirmation and fulfilment remain with the connected operating systems.
What the programme uses
Outlet profiles, audiences, messaging and configured ordering journeys.
Unilever’s OrderUNow app supported retailer ordering. PangoCDP’s case describes how outlet information informed audience groups and communication.
Read the Unilever OrderUNow storyEnquiry follow-up
Continue an enquiry with the right conversation.
Use a form or enquiry event to begin a journey, reflect the customer’s stated interest and check whether they have already booked or progressed. Pass the relevant record to the CRM when a person needs to take responsibility for the next sales or service action.
What the programme uses
Forms, event triggers, conditions, messages and a defined CRM exchange.
The message response and the team’s follow-up should remain visible in the systems doing the work.
Explore system connectionsFeedback and care
Use feedback to guide the next response.
Invite feedback after a transaction, service visit or other recorded interaction. Use the response to choose the next message or raise a follow-up through a connected service system. Define who handles that response and which record confirms that the request has been resolved.
What the programme uses
Surveys, response conditions, marketing flows and service-system connections.
A survey submission, a resolved request and a repeat purchase answer different business questions.
Explore measurement and operationData and channel connections
Put the right information and channels behind the journey.
For an Australian programme, start with your websites, applications, email, SMS, advertising and business systems. The connection can use a supported product integration, an API, an import or custom engineering, depending on the source and the job it needs to do.
| Connection | What it contributes | What we define |
|---|---|---|
| Business and customer data | Customer records, transaction history and events from agreed sources, through configured connections, data-ingestion APIs or CSV/Excel imports. | Identifiers, fields, matching, ownership, update timing and data quality. |
| Messages and applications | Email, SMS, application notifications and supported messaging routes, through the selected services. | Provider and account setup, permissions, templates and the delivery or response events available. |
| Advertising audiences | Documented Facebook and Google audience connections for relevant activation programmes. | The permitted audience, account access, matching requirements and how the programme will be measured. |
| Warehouses and operational systems | Documented BigQuery connections and defined data exchanges with CRM, commerce, service and enterprise systems. | The direction and purpose of each exchange, refresh schedule and responsibility for failures. |
Use the channel that makes sense for the audience.
The Vietnamese customer examples often use Zalo Official Accounts and Mini Apps. Zalo is a messaging and services platform widely used in Vietnam, with its own interaction and mini app capabilities.
A comparable Australian programme may use a website, customer app, email or SMS. We assess that experience and its integrations directly; a component designed for Zalo does not automatically transfer to another channel.
Give warehouse connections a defined job.
A BigQuery exchange might bring agreed source records into PangoCDP or support a documented audience-export flow. Define and test each direction separately. Future AI work starts with a business question, suitable data and an evaluated model and integration.
Explore systems integration and cloud engineering
View full image Measurement and daily operation
Follow the journey from entry to the outcome that matters.
Use workflow reports to inspect the steps customers reach, the paths they follow and the conversion events you have defined. Job and message records help the team investigate activity, waiting steps and exceptions.
Campaign reporting adds the offer context. A voucher issued is different from a voucher used; a survey response is different from a resolved service request. Connect the downstream records needed to measure the programme’s intended outcome.
Review the result alongside data quality, audience coverage and channel response. That gives the next improvement a practical basis.
View full screen Give users the access they need
Configure access to functions and information for the people running the programme. Account tools include two-factor sign-in, with organisation password and session settings.
Keep models and connections manageable
Console supports data models, attributes and connections. Assign responsibility for the structures and services the journeys rely on.
Make daily operation part of delivery
Define who changes flows, reviews failures, handles reward exceptions and follows up customer responses. Training should use the journeys your team will run.
Industry context
Apply the data and the journey to your industry.
Connect customer activity across the buying journey.
Bring available store, ecommerce, loyalty and campaign information into customer profiles. Build audiences around purchases, interests and responses, then use flows for relevant follow-up, feedback or a next purchase invitation. CellphoneS, Nutifood and TBS Retail provide published examples of different programmes.
Explore retail and consumer productsKeep follow-up relevant as a buyer’s interest develops.
Use permitted enquiry, project-interest and visit data to shape communication. A booking or sales update from the CRM can inform the next step. PangoCDP supports the engagement programme; the CRM and property systems continue managing sales, leasing, residents and operations. This is an implementation pattern to assess for your systems.
Explore property and real estateContinue communication from enquiry to ownership.
Connect agreed enquiry, dealer and vehicle-lifecycle information to support lead nurturing, ownership communication or service reminders. A dealer or CRM connection supplies the relevant status and receives work needing a person’s response. Define the information each organisation can use and the events available before designing the journey.
Explore automotive and dealer networksSupport relevant service communication.
Potential programmes include general service information, education, communication preferences and non-clinical engagement. Assess sensitive health information, patient records and regulated workflows separately. The customer-data and channel design should follow the specific service, audience and information involved.
Explore healthcare and life sciencesMore published PangoCDP programmes
Different customer programmes, different results
Explore the delivered journey and reporting context behind each example.
Nutifood
Sample requests connected with customer profiles, segmented follow-up and a Salesforce CRM data flow. The published account reports 65 segments and 55 automated flows.
See the sampling programmeTBS Retail
Purchase history and customer response helped the team refine later audiences. The story sets out the reported sales figures and the limits of their comparison baseline.
See the retail campaignVua Bia
Offers led into Mini App order requests and representative confirmation. PangoCDP reports more than 100,000 interactions and 11,000 Mini App openings for the period.
See the offer-to-order journeySource: PangoCDP customer publications. See Saint-Gobain Vietnam’s trade-customer data and reporting programme
Fit the platform around your business
Keep sales, service and customer engagement connected.
Keep the CRM that serves your sales and service teams. PangoCDP can provide customer context and automated follow-up alongside it; Twin CRM is another option when you need operational customer workflows. Scope any specialist experience or system connection around the first journey.
Data and customer engagement experience
Published PangoCDP references and related Twin data work
Follow the logos to find the documented programme or client reference.
CellphoneS
Coca-Cola
OMRON SingaporePatient Data Platform- Abbott
Suntory PepsiCoTwin’s Enterprise Data Hub
Nutifood
Highlands Coffee
UnileverOrderUNow outlet programme- Samsung
Carlsberg Group
The Suntory PepsiCo Vietnam reference covers Twin’s Enterprise Data Hub. The Unilever reference here covers the published OrderUNow outlet programme.
Frequently asked questions
Evaluate the platform against the work you need to do.
These questions cover the product, the visual flows and the practical requirements for a first programme.
What makes a dynamic marketing flow different from a scheduled message?
A scheduled message sends at a chosen time. A dynamic flow can start from an event or audience, wait, check a condition and send different customers down different paths. For example, a returned purchase event can move someone to an after-purchase journey while another customer remains eligible for a reminder. The result depends on the events and updates connected to the flow.
Can marketing teams build and change flows without coding?
The visual builder lets users drag and drop supported elements, connect the steps and configure their rules. Routine journey changes can be managed within those elements after the data and channels are set up. New integrations, custom experiences or business-specific logic may need engineering. We include operator training and testing in the implementation scope.
Do we need to replace our existing CRM?
PangoCDP can work alongside an existing CRM. It supports customer profiles, audiences and automated engagement; a CRM handles the team’s sales and service work. Keep your current CRM where it fits. Twin CRM is another option when you need those operational capabilities, with the required data exchanges defined during implementation.
Which channels can an Australian programme use?
Start with the channels your customers use: your website, customer application, email, SMS and advertising accounts. We assess the required providers, supported connections and returned events. Zalo Official Accounts and Mini Apps feature in the Vietnamese examples because they suit that market. A Zalo experience does not automatically provide the same functions on another platform.
How are customers matched, and how current are the audiences?
Profiles are linked using the identifiers and matching rules agreed for your sources. Update timing depends on the connection, the source and the workflow. Segment-based workflows can refresh an audience before a scheduled run; event-based journeys rely on the event reaching the platform. We demonstrate the chosen timing and exclusions so the team understands when a change affects the next action.
Can rewards and gamification become part of a journey?
Yes. A programme can connect forms, participation, vouchers, points and gift experiences with the customer profile and follow-up flow. Choose reusable Pango components where they fit, or a customised branded experience where needed. Qualification, reward availability, redemption and the events returned by each component are defined together. The Lucky Wheel on this page is a component demonstration.
Can PangoCDP connect with a warehouse or support future AI work?
The product documentation includes BigQuery connections and audience exchanges. We define the direction, fields, timing and purpose of each data flow. AI work is evaluated separately around a business question, suitable data, a model and its integration. It should not be assumed that a CDP implementation includes a ready-made prediction or generative AI service.
Explore more customer programmes.
Explore customer profiles, automated journeys, warranty communication and outlet engagement in these PangoCDP programmes.
See your customer journey in the platform
Bring a customer scenario. Let’s work through the flow.
Choose the PangoCDP demo enquiry to email Twin. Tell us which customer action you want to improve and which data and channels you use. We can use that brief to work through the profile, audience and follow-up.