Background
Previously, each operations unit independently developed or purchased their own EDM and SMS delivery systems, managing members and manually sending event notifications. To strengthen group-wide data utilization, the data center collected user behavior and preferences across services, and needed to build automated notification channels and tools.
After evaluating multiple vendors, Infobip’s CDP system was selected — but no one on the team had experience implementing such a system.
Challenges
- Four operations units had historically operated independently; all needed to share a single data pool
- No one had CDP implementation experience; the vendor only offered generic training
- Operations staff felt distant from technical tools; translation into operations language was necessary
Actions
I stepped in as the operations liaison, working with the data center and the vendor to align requirements and timelines. After absorbing the vendor’s training materials, I customized teaching content and presentations for operations needs, becoming the seed trainer.
I established usage policies and monitoring processes for cross-unit shared data pool access. Using the second half of weekly regular meetings, I conducted 9 training sessions to help all four units adopt the system progressively.
I helped create over 30 automation flows addressing various operations scenarios — cart reminders, behavior-triggered auto-tagging, and more. By calling APIs directly, I saved the product team SDK integration time while still enabling Infobip to notify APP users.
Results
- All 4 operations units successfully adopted Infobip CDP
- Over 30 automation flows created
- API integration saved SDK development time, accelerating product-side adoption
- Established cross-unit shared data pool usage policies