Retail and Consumer Products · Customer data · Engagement · Service
Help customers act on a relevant offer, give technicians the right service history, or help retail outlets hear about the products they need. Twin connects the software, customer information and teams behind each job.
Choose one campaign, service or outlet action. We can define the audience or staff workflow, connected records and evidence needed to assess a first delivery.
The operation behind the experience
A campaign, a service request and an outlet order each need a different next action. Start with one of these examples.
Highlands Coffee linked an in-store purchase with a receipt code and a voucher wallet in Zalo. Define what earns the reward and how stores will record redemption.
See the Highlands Coffee case · Discuss a campaign or loyalty programme
Twin helped Unilever’s Pureit service team in Vietnam dispatch work to a technician and receive completion updates. Start with one warranty or service job and the records needed to close it.
See the Pureit dispatch workflow · Discuss a warranty or service workflow
OrderUNow gave shops a way to order stock. Unilever used order and interaction information with PangoCDP to group outlets and tailor communication.
See the OrderUNow outlet case · Discuss outlet data with Twin
Client work
Explore each client, its published customer programme and the evidence behind the reported value.
PangoCDP’s nine-month account reports 35% higher return on ad spend and 28% lower cost per action. Unified store and online records supported audience selection.
Read the customer story
Customer groups, automated follow-up and a Salesforce data flow connected sampling with a continuing relationship.
Read the customer story
A 20-day programme connected segmentation, messages and customer response across the retail relationship.
Read the customer story
A published customer account describes using purchase history for more relevant marketing and service communication.
Read the customer storyFrom profile to customer action
Use a customer’s request, purchase or service event to choose relevant follow-up. PangoCDP brings agreed records into audiences and marketing journeys.
A purchase can stop an acquisition message; a response can change its timing; a service need can create work for a person through an agreed connection.
Define the permitted information, preferences and returned events before launching the journey.
Explore PangoCDP dynamic marketing flows ↗
Campaigns and rewards
Games, digital offers and rewards can give people a reason to interact. Connect the experience with customer information and relevant follow-up where the programme needs a continuing relationship.
Explore Gamification and Customer EngagementFrom request to resolution
Customer service, warranty teams, logistics and technicians need a shared history. The software connects the customer’s request with the people, decisions and field work needed to resolve it.
Keep the customer, purchase, product and previous service together. Confirm registration, warranty or return requirements and the approval needed.
Match the appointment, location, skills and parts with a technician or service partner. Give the receiving team the job context and instructions.
Capture field updates, notes, parts and completion. Make missing information, delayed visits or further approval visible with a responsible next action.
Record the outcome and customer update. Use consistent reasons and status to review unresolved work, repeat issues, service demand and team workload.
Inside the PUREIT technician app
In the Pureit project, the service team could assign a customer request as a field job. Technicians received the work in their app, updated its status and could activate a product warranty where needed. Progress returned to the central service record.
The original Vietnam engagement was completed for Unilever before Pureit’s sale on 1 November 2024. These public app screens show the technician product as it has continued to evolve.
Customer records and connected systems
Twin CRM can manage requests and service history. PangoCDP can use permitted purchase and service signals for relevant follow-up. Tailored applications and integration connect commerce, ERP, finance, logistics and field work.
The purchase can remain in commerce and the work order in a service platform. Agree the source for each record, the identifiers linking them and how corrections reach the other teams.
Service and enterprise reporting
Managers need consistent information about service demand, product issues, repeat visits, assignment, outstanding work and completion. A wider data platform can bring those records together with other business sources.
Choose a starting point
Trade outlets and individual consumers use different records, channels and incentives. Choose the programme around the relationship you want to support.
Unilever’s OrderUNow app gave shops a way to order stock. PangoCDP used outlet information from the app to group shops and tailor trade communication.
Explore the outlet programme ↗An official AB InBev distributor connected digital interaction, Mini App participation and the consumer ordering journey.
Explore the consumer programme ↗Before we begin
Yes. A programme can start with sampling, a loyalty interaction, warranty registration or a service reminder. Define the customer action, available information, communication preferences and result to measure before extending the scope.
The products can be used independently. Twin CRM supports sales and service work; PangoCDP supports connected customer profiles, audiences and automated journeys. An integration is useful when a response or event needs to move into a team’s daily work.
Yes. An enterprise data platform can connect relevant customer and service information with operational, finance and other sources. Suntory PepsiCo Vietnam’s Enterprise Data Hub illustrates a broader programme across seven business functions.
Campaigns, outlets and service
Bring a campaign, outlet or service journey and the result you want to assess. We can scope its first audience or workflow, the connected records and how your team will review it.
