Case

Helping a research organization to put customers first through smart use of data and content automation

Introduction

Summary

A leading research organization wanted to transform how they engage with their customers. They needed a clear plan to make this happen, focusing on better use of customer data and automated content creation. Working with Avaus, they created a step-by-step plan that made complex ideas simple and gave them clear actions to take.

Challenge

As a major research organization with over 2,000 researchers, they are producing vast amounts of specialized technical content daily across fields like renewable energy and advanced computing. With such complex research material being created at scale, they needed a better way to manage, streamline, and personalize their content – one that would support their vision of data-driven, customer-centric marketing.

They wanted to improve in two key areas: understanding their customer data and automating their content creation, which included being able to:

Create, manage and activate content more efficiently through automation
Use customer data to deliver more personalized, targeted communications
Improve both customer and employee experience through better content and data practices

Outcome

Solution

The organization partnered with Avaus to tackle both challenges at once. The team:

Reviewed how the client currently uses data and identified ways to improve.
Tested new ways to use customer data effectively.
Analyzed their content creation process and identified opportunities for automation.
Created a vision for automated content management that could scale with their needs.

The project moved quickly, using team interviews and group workshops to create an action plan in just a few weeks. Rather than treating these as separate projects, the team combined them into one clear roadmap. This approach helped avoid the common problem of having disconnected systems that don’t work well together, ensuring their content automation would work seamlessly with their customer data.

Results

The project gave the client what they needed – a clear, practical plan they could start using right away. Just as importantly, it helped their team better understand how to use data and automated content systems effectively. They formed a dedicated team that’s working with Avaus to put this plan into action, moving steadily toward their goal of becoming more customer-centric and data-driven with automated, personalized content at the core of their strategy.

“The Avaus team that has been helping us with the content management development is amazing, they work really hard and it shows. They have consistently exceeded our expectations, every week. To get this far would probably have taken a very long time internally, and we have likely jumped about six months in just a few weeks.“