Customer Success Study: SecondHome

Second Home is a cultural workspace bringing together entrepreneurs, artists, creatives and thinkers. Founded in 2014, Second Home is on a mission to support creativity and entrepreneurship in cities around the world. Housing some of the most exciting startups, the workplace carefully picks its members from a diverse range of disciplines from fashion to technology, art to design.

• Second Home was utilising a basic Mailchimp setup and needed a more sophisticated, more intuitive platform to map out leads and prospects.
• Opting to go with Marketing Cloud Account Engagement (Pardot), they were new to the tool, required to be trained so that they could be self-sufficient with the device. Second Home initially engaged EMPAUA for some knowledge training sessions for their Marketing Cloud Account Engagement (Pardot) instance.
• As the company grew, they wanted to get more out of their Marketing Cloud Account Engagement (Pardot) by running more complex customer journeys on their site booking platform and integrating automation to relieve pressures from Admins.
• Second Home then needed some support to become GDPR-compliant for EU laws which came into effect on May 2018.

• EMPAUA conducted Marketing Cloud Account Engagement (Pardot) training of the Admins and Marketing teams at Second Home to help them get the most out of the platform. This knowledge transfer would allow the company to be self-sufficient with their Marketing Cloud Account Engagement (Pardot) instance.
• Working alongside the tech team for website integration, EMPAUA also aided Second Home in the organisation and implementation of customer journeys. Our team implemented a tour scheduling solution for prospects and visitors of Second Home using engagement studio and automation rules.
• EMPAUA then worked on a solution enabling Second Home to be compliant for GDPR.

Second Home can now handle their Marketing Cloud Account Engagement (Pardot) instance themselves and has automated journeys for bookings at their sites in London. Rather than having to correspond with potential tenants on an individual basis in emails, Second Home can now reach their customers more efficiently through Marketing Cloud Account Engagement (Pardot).

Three months after the launch of the automated tour scheduler, the number of tours scheduled increased from 42% to 78%. Second Home is now also GDPR-compliant, while still being able to reach their customers in the right place at the right time.