Platform · Multichannel
Multichannel campaigns: email, letter, insert, SMS, landing page, customer portal and app in one journey
Email, letter, insert, SMS, landing page, customer portal and app – in one journey, not in seven tools. The PBM Campaign Platform chooses, for each customer, the channel for which consent has been given. And the channels know about each other.
- Letter
- Landing page
- SMS
The problem
What does it cost to manage channels separately?
Reach and overview. If you plan email, letter and landing page in separate tools, you lose customers at the interfaces.
Customers without email consent drop out.
How many of your existing customers never hear from you, just because consent is missing?
The letter knows nothing about the email.
Customers get the same message twice – or two contradictory ones.
The landing page does not recognise the customer.
Without reliable matching, it stays generic – and measurement depends on cookies.
Channel selection
How does the platform choose the channel for each customer?
By consent – per channel and per customer. Before every send, the PBM Campaign Platform checks which channels are permitted. If consent or the address is missing, the next channel in the fallback chain takes over, for example the letter.
Example
Regionalbank Musterstadt eG sends a reminder batch to 12,480 contacts. 9,312 receive an email, 2,604 a letter. 523 are postponed because of contact frequency. 41 contacts have withdrawn consent – the journey stops for them.
Channel branch
Withdrawal on
Consent per channel
- Email stopped
- SMS stopped
- Letter stopped
Withdrawal → all journeys stopped
Email consent on · SMS consent on · withdrawal off
Consent per channel
- Email permitted
- SMS permitted
- Letter permitted
Email consent → email · SMS consent → SMS
Email consent on · SMS consent off · withdrawal off
Consent per channel
- Email permitted
- SMS no consent
- Letter permitted
Email consent → email
Email consent off · SMS consent on · withdrawal off
Consent per channel
- Email no consent
- SMS permitted
- Letter permitted
No email consent → letter · SMS consent → SMS
Email consent off · SMS consent off · withdrawal off
Consent per channel
- Email no consent
- SMS no number
- Letter permitted
No email consent → letter
Which rule applies to which channel?
| Channel | Basic rule for advertising | What the platform does |
|---|---|---|
| Prior express consent (Section 7(2) no. 2 UWG). Exception for existing customers only under strict conditions (Section 7(3) UWG). | checks email consent before every send | |
| SMS | Counts as electronic mail – same rules as email. | checks SMS consent before every send |
| Letter (addressed) | Often possible without consent; direct marketing can be a legitimate interest (Art. 6(1)(f), Recital 47 GDPR). An objection must always be respected (Art. 21 GDPR). | immediately stops all journeys in the event of an objection or withdrawal |
| Paid media audience | Platform rule: only with marketing consent. | transfers only contacts with marketing consent |
As of: September 2026. This overview does not replace legal advice.
Combine channels in the Journey Builder Consent & compliance
What does the email channel deliver?
Personal emails in the name of your brand. Sender name, sender address and reply-to address come from the brand CI – with several brands, automatically the right one. Reminders are separate steps in the journey: no click after seven days, then the reminder follows.
- Content, arguments and sender per recipient
- Opens and clicks measured per participation
- The platform signs tracking links itself
Regionalbank Musterstadt eG
From: Christina Reuter
Subject: Ms Hoffmann, your money becomes available on 31 March – your three options
Dear Ms Hoffmann,
your contract expires on 31 March, and €68,400 will be available to you.
Letter
The letter is not an afterthought. It is a channel.
Many systems export an address list and leave the rest to the lettershop. The PBM Campaign Platform generates every letter itself: as a PDF per contact, on-brand, with the same rules and variants as the email.
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PDF per contact: the platform generates each letter individually – with salutation, argument, adviser and personal access code.
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Storage: the PDFs are stored in object storage, on request in your own.
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Handover: a batch goes to your lettershop via SFTP.
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Manifest last: the manifest is transferred as the last file. Once it is there, the batch is complete.
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Printing and postage: your print service provider handles address validation and postage optimisation. The platform is not tied to any provider.
A reminder letter is a separate step in the journey. It follows after a defined period if the customer has not responded.
Ms
Marlene Hoffmann
Musterweg 12
12345 Musterstadt
Regionalbank Musterstadt eG
Dear Ms Hoffmann,
on 31 March, €68,400 from your fixed deposit will become available. I have prepared three options for you …
Christina Reuter, your adviser
Your personal access code: 7K4-M2Q
Handover · Batch 4821
- Letters
- 2.604
- PDF generated per contact
- done
- SFTP destination
- Lettershop (example)
- Manifest is transferred last
- done
- Handover
- 06:00
Your personal overview
Data protection: no data is displayed without date of birth and code.
Ms Hoffmann, your options from 31 March
- Reinvest
- Pay out
- Advice
Landing page
How does a letter turn into a digital sale?
Via the personal landing page. The letter contains an access code. The lock page asks for it together with a second attribute, such as the date of birth. The customer then sees their personal overview – with options and their adviser.
- At least two factors for financial and insurance data
- Failed attempts limited, every access logged
- Customer reference via a signed token – never via a contract or customer number in the link
- Measurement without third-party cookies: the personal access assigns visits
- Several landing pages per campaign; also as a registration page for self-service entry
Measurement without third-party cookies Glossary: first-party data Open the Trust Centre
SMS
When is SMS the right channel?
When it needs to be short and timely – such as a reminder about a deadline or an agreed appointment. SMS is a full step in the journey, with its own consent check and a freely selectable provider.
SMS
Customer service
Hello Mr Weber, your appointment is confirmed – details via link.
More than dispatch
Which media turn the journey into an experience?
In addition to email, letter, SMS and landing page, the PBM Campaign Platform delivers checks, videos, portals, apps and printed media – personally for every customer, in the same journey.
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Conversion boost
Check
The personalised engagement component for maximum conversion: lead qualification meets customer delight. The check is configured individually for every customer. The customer sees the results, fully personalised, on a results page – staged as a video if desired. The customer gets immediate added value, your company receives important information from the customer – and conversion goes up.
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Conversion boost
Video
The emotional heart of the high-performance customer journey: fully personalised and equipped by AI with first-class images and voice-over voices. Video turns information into an experience – and increases the conversion of the journey.
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Owned media
Portals & apps
PBM fully opens up your digital owned-media channels. Personalised content is provided for portals and apps via an interface and takes your customers to their personal landing page or to other target media.
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Print
Printed media
Should the journey start with a flyer, a brochure, a poster or an insert? No problem: PBM renders any physical medium, not just the letter – generic, individualised or personalised.
Vendor-neutral
Are you tied to specific delivery service providers?
No. Email and SMS providers are freely selectable. Each brand can use its own provider. For letters, you connect your lettershop via SFTP.
| Channel | Connection | Configurable |
|---|---|---|
| freely selectable email provider | per brand, can be overridden per channel | |
| SMS | freely selectable SMS provider | per brand, can be overridden per channel |
| Letter | SFTP handover to your lettershop | one or more handover destinations |
| Landing page | own domain per brand | per brand |
Outlook · Paid media
And what about paid media?
Paid media is an extension, not a replacement. The PBM Campaign Platform does not place ads. It passes segments as audiences to advertising platforms – Meta Custom Audiences or Google Customer Match – and reports conversions back server-side.
- Only contacts with marketing consent
- Identifiers are hashed before transfer
- A withdrawal of consent removes the contact from the audience immediately
- Contacts with marketing consent
- 3.120
- Identifiers hashed
- yes
- transferred without consent
- 0
- last synchronisation
- 06:00
Withdrawal removes from the audience immediately
Where do multichannel campaigns fit for you?
Frequently asked questions about multichannel campaigns
Which channels does the PBM Campaign Platform support?
Email, letter, insert, SMS, landing page, customer portal and app. In addition, there is a configurable lock page through which customers log in to their personal landing page. All channels run in one shared journey. Segments can also be passed to Meta or Google as audiences – only with marketing consent.
How do the letters get to the lettershop?
The platform generates a separate PDF for each contact and stores it in object storage. It then transfers the batch to your lettershop via SFTP. The manifest is transferred last so that the lettershop can tell the batch is complete. The print service provider handles printing, address validation and postage.
Does the personalised landing page need cookies?
Not for matching to the customer. The customer logs in with a personal access code from the letter or email and a second attribute, such as their date of birth. The platform assigns visits via this access and self-signed links – without third-party cookies.
What happens if a customer has no email consent?
Then they do not receive a marketing email. The platform checks consent before every send, per channel. If the send step contains a fallback chain, a letter goes out automatically instead. This way, you also reach customers who may only be contacted by post.
Can we keep our current email provider?
Usually, yes. Email and SMS providers are freely selectable in the PBM Campaign Platform. Each brand can use its own provider, and individual channels can override it.
Does the platform also place ads?
No. The PBM Campaign Platform is not an advertising network and does not manage budgets or bids. It passes segments with marketing consent as audiences to Meta Custom Audiences or Google Customer Match and reports conversions back server-side. The identifiers are hashed beforehand.