ServiceMarket is the leading MENA web and app marketplace that provides quotes and online bookings for over 35 services, including moving and home services, through an extensive network of more than 200 partners. Founded in Dubai in 2013, ServiceMarket has grown to four cities in the Middle East, with plans to expand in the MENA region and beyond.
Key challenges
- Looking for an API-first provider to enable integration with their custom-built apps.
- Finding a promotion engine with advanced CRM capabilities to segment users and target groups with specific discounts.
- Using metadata capabilities to tailor discounts based on time and type of booked services.
Quick integration with custom-built marketplace apps
Before teaming up with Voucherify, ServiceMarket had no promotional system in place. To support their dynamic growth, the team was looking for a flexible way to incentivize and reward users to both acquire new customers and nurture existing app users. Voucherify was a perfect fit for ServiceMarket thanks to API-first architecture and business-agnostic metadata capabilities that could support their custom scenarios.
ServiceMarket promptly implemented Voucherify into its custom-built web and mobile app, with the entire integration process taking several weeks in total.
“The integration process was a straightforward and user-friendly experience. The team at Voucherify was not only knowledgeable but also incredibly helpful, addressing all our inquiries with efficiency.”
ServiceMarket relies on Voucherify CRM capabilities to host and act on customer data. All customer data is synchronized and saved in Voucherify, allowing marketing teams to build segments and use them while setting up campaign limits and personalization strategy. Typically, ServiceMarket uses booking times and service types as segmentation criteria.
To ensure continuous engagement, ServiceMarket uses webhooks to share promo codes and offers across their channels and partner network. Both manual and automated distribution are used to cover different scenarios – typically, ServiceMarket relies on segment-based triggers to initiate webhooks. The push and SMS systems are managed by a local provider.
Targeted discounts and customer wallets for effective campaigns
ServiceMarket promotion experience is built on top of wallets and automatic application of promo codes. Customers can see potential discounts in their cart without signing up as a sneak peek of potential savings. However, the actual code is applied only upon sign-up, encouraging customers to make an account and set up their own wallets to claim the offer.
The discount application process is automated when users place orders for a given service. The promo codes are automatically extracted from the customer wallet and pre-applied at checkout. To protect their budget better, ServiceMarket doesn’t allow for discount stacking.
The automatic application of deals eliminates the need for manual code copying and pasting, significantly improving the user experience and limiting any potential hiccups on the user’s path to purchase.
To secure redemptions, ServiceMarket applies various validation rules and metadata-based limits. These rules control redemptions based on segments, usage per code, and the type of service. Additionally, time limits are used, either on a specific date or within 7 days from landing in the customer's wallet.
Solution
Promotion management in the hands of marketers
Thanks to a marketer-friendly Dashboard, non-technical teams at ServiceMarket can run and manage campaigns fully independently from the IT team.
"The dashboard is easy to use and straightforward, making life easy with its great functionality."
For reporting purposes, all promotion data is integrated directly into the ServiceMarket database. Customer booking details, including the specific Voucherify campaign applied, are recorded in the database.
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