All around solid performer with a few creative gems (and gaps).
October 26, 2021

All around solid performer with a few creative gems (and gaps).

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Bloomreach Engagement

Across the marketing dept. with some outputs that cross into acquisition and inputs that flow from the data dept. We largely send emails, ad-hoc and automated. We push audiences to Facebook and Google and are looking to start using the personalisation tools and SMS at some point in the near future.
  • The scenario setups are a great way of setting up and understanding the workflows.
  • The flexibility of the reporting is excellent (the flip side of that is that there is little setup to start with).
  • The customer service is always prompt and usually accurate.
  • For bespoke dev, some of the jinja code based email blocks can be problematic.
  • There are very few reports set up [and] ready to go, so quite a bit of work to get that going.
  • Account management had been a bit lackluster but that seems to have improved as of late.
  • The ROI is certainly higher than the previous ESP.
  • There are more advantages to using a CDXP than having multiple setups for social, email, and data sources separately.
  • Time saved on setups is much improved vs other ESPs used.
Better value, more flexibility in terms of campaign setup options, more options included in the basic package, better user interfaces, platform updates seem to happen with more frequency, customer service seems better, and there is always recognition if something doesn't go right from Exponea's end. The drag and drop blocks are great for creating bespoke newsletters.
Platform navigation is fairly intuitive, the settings menu isn't quite as clear but on the whole [it] is good. As already mentioned, the scenarios are a great way of setting up campaigns that can be easily replicated too. Reporting is flexible but can take a while to get a grip on, but the ability to view and report on everything in the platform is excellent.
We have had some slow responses from a CSM perspective but a change in personnel seems to have improved this greatly, the deliverability coverage was good on setup but again is a bit scant later on. It would be nice to have more development suggestions from the Exponea team, but again this does seem to have started to become more prevalent.
The initial setup was really quite quick, but it took a few weeks to get the hang of the reporting structure so we could continue to monitor performance as well as we needed. We also had quite a lot of deliverability issues and struggled to warm up our IPs even though we were sticking to both Exponea's rollout plan and what I myself would consider best practice. This did drag on for a couple of months. Exacerbated by a wrongly setup campaign going to millions of members it shouldn't because safeguarding wasn't in place or made aware.

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Bloomreach Engagement is well suited for scenarios allowing the coordination of multiple emails, audiences, and even channels. It is a great way to visualise, plan, and set up omnichannel campaigns. The data flow you can see through them helps bring it to life and the drag and drop shapes are very simple and effective at planning and deploying campaigns.