Client Story · PCNA
Scaling Personalized Brand Marketing Through Self-Service
Polyconcept North America (PCNA) wanted to bring its BrandBook experience in-house and give customers an easier way to create personalized materials on their own. Working with Luminos Labs, PCNA built a self-service experience that supported tens of thousands of BrandBooks across 900+ unique customer accounts in its first six months. From January through June, 85% of those BrandBooks were created without PCNA assistance, and customers are now referencing their BrandBooks when placing orders.
Connected to the buying process: Customers are referencing BrandBook screenshots when placing orders
The Business Need
Put the Customer in Control
Personalization is a big part of PCNA's business. Customers take their brands and apply them across merchandise, catalogs, flyers, and other materials they use to support their businesses.
There's a lot of work behind making that possible. PCNA wanted to give customers more control over the process while reducing how often its internal teams needed to step in.
Bringing BrandBooks in-house gave PCNA ownership of an important customer experience and the flexibility to shape it around its business. It also created room for more automation and a model that could support growing usage without adding the same level of hands-on work.
The Approach
Design for Independence
We focused on what customers actually needed to do: manage their brand, see it applied across products, and turn those products into polished materials they could use.
The platform brings that process together in one place. Customers can manage brand assets, visualize branded products, and create their own BrandBooks and marketing materials.
There's plenty of complexity behind that experience. Different logos, brand assets, and products all need to come together correctly. We built more of that work into the platform so customers could move from their brand to finished materials with less PCNA involvement.
Owning the platform also gives PCNA more control over where the experience goes next. The team can build around how customers are actually using BrandBooks and continue expanding the platform as the business grows.
The Outcome
Customers Are Using It, and Using It on Their Own
Tens of thousands of BrandBooks were created across 900+ unique customer accounts in the first six months.
From January through June, 85% were created without PCNA assistance.
That's the number that really tells the story. Customers are creating what they need on their own, giving PCNA a way to support more BrandBook activity without requiring its team to be involved each time.
BrandBooks are also making their way into the purchasing process. PCNA has seen customers reference BrandBook screenshots when placing orders, connecting what they create in the platform with how they ultimately buy.
From Brand to Order
Brand Assets
Customer uploads logos, colors, and guidelines
Product Visualization
See your brand on the products you sell
Create BrandBook
Build catalogs, flyers, and materials independently
Order
Place orders and reference BrandBook screenshots in the process
Ready to Put More in Your Customers' Hands?
If a process your customers rely on still requires significant help from your team, there may be an opportunity to rethink it.
Talk to Luminos Labs about where self-service and automation can give customers more control and your team more room to scale.