How FCMA Increased Customer Engagement by 385% with Salesforce
Farm Credit
Discover how Farm Credit Mid-America transformed customer engagement with Salesforce, achieving a 385% increase in engaged leads and a 33x rise in customer interactions.
About FCMA
Farm Credit Mid-America (FCMA) is committed to securing the future of rural communities and agriculture™, serving farmers, agribusinesses, and rural residents across Arkansas, Indiana, Kentucky, Missouri, Ohio, and Tennessee. As a customer-owned cooperative with over $40 billion in assets, FCMA provides financial solutions like agricultural loans, insurance, and cash management tools.
With a presence across 80+ offices, FCMA continually seeks to strengthen customer relationships and enhance operational efficiency. As they evaluated their processes, they looked for opportunities to modernize communication tools, reduce manual effort, and create a more seamless customer experience. Traditional systems and siloed data presented challenges in maintaining a complete view of customer interactions, making it more difficult to drive consistency and engagement.
Combining Industry Expertise with Cutting-Edge Technology
To overcome these challenges, FCMA partnered with Zennify to leverage Salesforce FSC and Marketing Cloud. The goal: unify their data, enable personalized messaging at scale, and improve customer engagement and operational efficiency.
Our Solution
Zennify combined FCMA’s agricultural lending expertise with the capabilities of Marketing Cloud, Marketing Cloud Personalization, and Marketing Cloud Intelligence to deliver a cost-effective and scalable solution aligned with their mission.
- 360-Degree Customer View: Created a unified profile in a single system, enabling personalized, compliant email communications seamlessly integrated with Sales.
- Personalized Outreach: Introduced rapid audience segmentation, predictive automated messaging, and timely communications across channels to drive engagement.
- Data-Driven Decision Making: Delivered a unified reporting dashboard consolidating all data, enabling real-time performance tracking and end-to-end campaign optimization.
- Seamless Omnichannel Engagement: Enabled continuity across channels, matching anonymous and known customers with personalized profiles for consistent and engaging experiences.
Results That Speak for Themselves
Zennify's expertise in data integration and platform optimization was instrumental in streamlining our operations. We’ve achieved unprecedented efficiency, enabling our team to deliver impactful, data-driven customer experiences at scale.”
33x Increase in Customer Engagement
FCMA saw an exponential rise in customer engagement, increasing email outreach by over 3,250% in just one year. This transformation enabled them to connect with more customers at scale and drive deeper engagement.
82% Faster Email Creation
Manual, time-consuming processes were replaced with streamlined workflows, enabling the team to focus on driving results.
385% increase in Engaged Leads
Timely, relevant communications drove a 5x increase in email sends, a 20% boost in open rates, and a 385% surge in click-through rates.
Zennify helped us unify our data and systems, transforming customer engagement and driving results we never thought possible.”
Looking Ahead
FCMA’s journey with Marketing Cloud is just getting started. Building on impressive early results, they are dedicated to unlocking even greater potential from their Salesforce instance. By further connecting disparate data sources and deepening their understanding of their customers, FCMA will enhance the personalized nature of their communications, securing the future of rural communities and agriculture™.
