We can demonstrate AARP Help site performance to stakeholders and managers.
We see the full view with Adobe as our Analytics system of record as we now have complete capability to know how we can help consumers throughout our digital ecosystem.
We improve customer experience beyond the site by knowing how to better serve the customer.
AARP, the largest nonprofit in the US dedicated to empowering Americans 50 and over, implemented the Datajoin Integration for Salesforce Experience Cloud and Adobe Analytics to finally see all web activity on its newly deployed customer service site.
AARP’s key company initiative was to build a new and improved customer service site. AARP dedicated significant hours and dollars and the new site was built on top of the Salesforce Experience Cloud to allow for better centralizing of data across the customer journey.
The missing piece to deploy the new site was measuring site performance inside the company’s flagship tool for web analytics – Adobe Analytics. Due to technology differences, Adobe Analytics cannot track Salesforce Experience Cloud page activity. The AARP team had tried different approaches but nothing had worked.
The AARP team reached out to Datajoin to explore their integration offering between Salesforce Experience Cloud and Adobe Analytics. The teams collaborated and successfully set up the integration on the AARP site.
With the integration in place, the AARP Consumer Care Team was finally able to see everything from page views to link and button clicks:
We can clearly share site performance up to stakeholders and upper management.
We have complete capability to know how we can help consumers throughout our digital ecosystem.
We can optimize the site going forward and improve the customer experience!