Tastewise's Customer Marketing Program Boosts Engagement Rates to Over 87%

About Tastewise

Tastewise is a leading data-driven platform for the food and beverage industry, helping businesses innovate, market better, and boost sales. With 100 dedicated professionals, Tastewise uses AI to provide real-time insights, supporting product innovation, marketing, and food service management. Trusted by industry giants like Campbell's, KraftHeinz, Nestlé, Mars, and PepsiCo, Tastewise is a key player in the global market.

Industry: SaaS, IT

Company size: 100 emp.

Location: Tel-Aviv

Use Case: Customer marketing

The Challenge

Letitia Handuc, Senior Customer Enablement Manager at Tastewise, part of the marketing team reporting to the CMO, needed a unified solution to deliver a personalized customer journey and enhance scalability. "We sought a platform that could address our unique challenges, seamlessly integrate with our existing systems, and offer comprehensive tracking capabilities—all within a single solution."

Previously, the team relied on sending emails to share information. As a customer-facing professional, Letitia faced the challenge of managing an overload of information and communication. "I constantly wondered, 'How can we deliver the right content to the right audience at the right moment, and ensure our message drives action?'

Tastewise's main goal was to maximize the customer experience by consolidating customer resources into one place. These resources included webinars and events, important reports, training materials, product releases for feature adoption, and easy access to the knowledge base and community discussions. "We wanted a single solution where customers could access everything they need—anytime, at their convenience."

In pursuit of this comprehensive, efficient solution, Tastewise turned to EverAfter.

“It's the all-in-one solution that has transformed how we connect with our customers and scale our operations”

The Solution

To address their challenges, Letitia Handuc, Senior Customer Enablement Manager at Tastewise, turned to EverAfter to create a unified, scalable, and personalized customer experience that seamlessly integrated with existing systems and provided comprehensive tracking capabilities. “We are eliminating the need for spreadsheets, emails, and attachments,” Letitia explains.

The implementation of EverAfter focused on several key areas:

Seamless Experience and Personalization: The EverAfter interface lives seamlessly inside Tastewise's platform as a dedicated, white-labeled page. This integration includes personalized dashboards, interactive elements, and support features directly within Tastewise’s digital properties. The platform was customized to reflect Tastewise’s brand identity with logos, colors, and fonts, creating a cohesive and branded experience. The customer journey was personalized to align with Tastewise’s brand ethos and customer engagement strategy.
Advanced Segmentation: Categorizing customers based on behaviors, preferences, and engagement levels to deliver targeted and relevant content. Dynamic segments automatically update based on CRM data to ensure personalized and timely communication.
Integration with Existing Systems: Integrating EverAfter with CRM and customer support systems, including Salesforce and Slack, for seamless data flow and a unified view of customer interactions. Automated data synchronization was set up to maintain up-to-date and accurate customer information.
Implementation of Interactive Widgets: Enhancing customer engagement with personalized recommendations, feedback forms, and interactive tutorials. Each widget was tested for functionality and optimized based on feedback.
Collaboration and Training with EverAfter Team: Understanding business requirements and goals to address key customer journeys and specific pain points. EverAfter provided a detailed implementation plan outlining steps and timelines. Additionally, they conducted training sessions for team members to effectively use EverAfter’s features and maximize its potential.

"Evearfter supported us on each step of the process and made sure we reached our end goals. The team is exceptional".

Customer and Internal Feedback

Upon introducing the new EverAfter-powered interface, customers responded positively. They appreciated the intuitive navigation, engaging content, and ease of use, with all necessary information readily accessible. The positive feedback confirmed the value of the investment in EverAfter and motivated Tastewise to continue leveraging its capabilities to further enhance the customer journey and explore additional use cases.

“We are eliminating the need for spreadsheets, emails, and attachments”

Key metrics

87% Engagement Rate Achieved

When content is accurate to the persona and their specific lifecycle stage, it sets them up for the right next best action, increasing their likelihood to engage. A constant engagement rate of over 87% indicates that customers are consuming the resources we share.

100% Customer Collaboration

Increased from 20% before using the interface. In special projects that require very close collaboration, only 20% of customers previously engaged closely. Now, thanks to the EverAfter interface, 100% of customers have a clear understanding and seamless experience, driving them to engage fully.

3X Faster Content Consumption

Customers get what they need when they need it based on personas and their stage in the life cycle, resulting in a 25% increase in the effectiveness of targeted communications efforts.

The results

“EverAfter has significantly enhanced our ability to scale operations and manage customer relationships more effectively,” says Letitia. “Automation capabilities have streamlined various operational processes, reducing the manual workload and allowing our team to focus on strategic initiatives. For instance, we’ve dramatically reduced the volume of emails and the time spent managing email communications. The platform’s robust infrastructure supports our growing volume of customer interactions, ensuring we handle growth without compromising performance.”

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Every Tastewise customer gets their own personal interface based on their segment and program.
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“EverAfter has revolutionized our customer experience, seamlessly integrating personalized journeys and advanced analytics to drive unprecedented engagement and growth.”

Letitia Handuc

Senior Customer Enablement Manager, Tastewise

EverAfter’s comprehensive tracking and analytics tools have provided Tastewise with valuable insights into customer behaviors and preferences, enabling data-driven decision-making and more effective resource allocation. “The ability to deliver highly personalized experiences has significantly improved customer engagement. Tailored content, recommendations, and interactions have made customers feel valued and understood. The segmentation capabilities have enabled us to send targeted messages to specific customer groups, increasing the effectiveness of our communications,” Letitia explains.

EverAfter has empowered Tastewise to scale operations efficiently and manage customer relationships more effectively by providing a comprehensive, integrated, and personalized solution. “The platform’s capabilities have not only enhanced our operational efficiency but also strengthened our ability to deliver exceptional customer experiences, driving growth and customer loyalty.”

Customers can vote for features to be developed and get early access to new features directly from the interface

Customers are always up to date with the latest features and how they can use them, based on their segment.
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All the information is at their fingertips, allowing them to progress easily at their own pace.
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Key Metrics Since Implementing EverAfter:

87% Engagement Rate Achieved: When content is accurate to the persona and their specific lifecycle stage, it sets them up for the right next best action, increasing their likelihood to engage. A constant engagement rate of over 87% indicates that customers are consuming the resources we share.
100% Customer Collaboration: Increased from 20% before using the interface. In special projects that require very close collaboration, only 20% of customers previously engaged closely. Now, thanks to the EverAfter interface, 100% of customers have a clear understanding and seamless experience, driving them to engage fully.
3X Faster Content Consumption: Customers get what they need when they need it based on personas and their stage in the life cycle, resulting in a 25% increase in the effectiveness of targeted communications efforts.
Clear Overview on Customers: Achieved a deeper level of segmenting, providing a clear overview of customer engagement, split by user and date.

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They have one place to manage their projects, vote on project ideas, and provide feedback directly from the interface.

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“Customers love the intuitive navigation, engaging content, and ease of use, with all necessary information readily accessible. The positive feedback confirmed the value of the investment in EverAfter and motivated us to continue leveraging its capabilities to further enhance the customer journey and explore additional use cases.”

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All relevant customer communications and updates are there. Customers can register directly from the interface.

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Future plans

“The Tastewise team never rests,” Letitia concludes. “We have a full plan ahead of us to utilize EverAfter even more, from enabling our partners to create value for their customers while reducing total cost of ownership to adding personalized tips depending on the industry and even integrating a chatbot/AI enabler to the platform.”

With EverAfter, Tastewise is excited to continue the journey of innovation, driving customer satisfaction and sustainable growth in the competitive food and beverage industry.