Office for Ageing Well

Client
Office for Ageing Well

Services
Health Check, Marketing Cloud

Year
2024

Office for Ageing Well is a key government agency dedicated to supporting older South Australians to age well and remain active and engaged in their communities. It works in partnership with the government, non-government, and community organisations to deliver a range of programs, including the Seniors Card, Retirement Villages Unit, Aged Care Assessment, and the State Ageing Plan. Office for Ageing Well also oversees adult safeguarding through the Adult Safeguarding Unit. Central to its work is a commitment to genuine community engagement, ensuring older people’s voices are heard and respected in decisions that impact their lives, fostering inclusive and dynamic partnerships that benefit individuals and the wider community.

Challenge

The Office for Ageing Well was experiencing significant deliverability challenges and underperformance in their email campaigns, impacting their ability to effectively reach and engage their audience.

What We Did

Xenai Digital worked with the Seniors Card Unit to address deliverability challenges in Marketing Cloud. Through a comprehensive Health Check, we identified key issues impacting email delivery and provided targeted solutions to improve performance. Additionally, we provided guidance on best practices to help them optimise and effectively use Marketing Cloud’s features.

How It Solved Their Problem

Office for Ageing Well was able to effectively manage their records using data extensions, improve user experience with a revamped functional preference page, and address email deliverability challenges by rewarming emails to hard bounces. These efforts led to a significant increase in their sender score, ensuring more reliable and effective communication with their audience.

“Office for Ageing Well engaged Xenai Digital to assist the Seniors Card Unit to resolve some Marketing Cloud challenges. The Xenai team took the time to genuinely understand the needs and objectives of the Seniors Card program and its members and stakeholders to develop solutions and recommendations – to address current priorities and develop a road map for the future. The format of discovery, gap analysis, solution design, playback and build worked really well and ensured my team’s concerns and feedback were being considered throughout the engagement. Weekly status meetings provided a regular touch point and allowed me to have a clear understanding of progress, plans, risks and dependencies. Chic, Tess, Jay, Luke and Paul were a delight to work with!”
Office for Ageing well

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