How Borong Turned Every Broadcast Email into a Support-Ready Conversation with Proactive Campaigns

The Challenge

As the marketing lead for a procurement platform serving both enterprise and SME buyers, Elysia’s team regularly sends promotional and product communications to Borong.com’s subscriber base. Before Proactive Campaigns, that meant relying on a separate email CRM tool disconnected from customer support.

The team had to manually sign into a shared inbox to check for replies, and as conversations grew into long threads, keeping track of who owned each inquiry became difficult, particularly when responsibility for a conversation changed hands mid-thread. Without a unified system, inquiries risked going unanswered, and there was no clean handoff between marketing and the operations team who needed to respond.

How do you use Proactive Campaigns day to day?

We have a few templates set up for the different types of emails we broadcast. By the way, we don’t send every day, mainly to avoid overloading our list. So we broadcast once every two or three days. My team duplicates the relevant template, updates the content, and sends it out. Because it’s integrated with Zendesk, any replies or inquiries go straight to our operations team, who can pick them up immediately.

What was the main challenge before using the app?

Previously we used a different email CRM tool for marketing. It got tough having to manually check our domain inbox for inquiries. When there was a thread of back-and-forth, it could get confusing, especially if the person handling it changed. Bringing marketing into Zendesk alongside support solved that.

How would you describe the ease of use of the application?

It took some adjustment at first, since Zendesk is built more for a sales and support platform, and marketing came into that a bit differently. But the template builder made a real difference. Mainly, it’s what turned this into an all-in-one support and marketing solution for us. One thing I’d flag: by default, the email body is center-aligned but the signature at the bottom is left-aligned, so on desktop it can look slightly mismatched. It’s a minor issue, but alignment consistency would be a nice improvement.

How was your experience with the team?

So far the team has been quite responsive, which I really appreciate, especially when something urgent needs solving quickly.

Would you recommend Proactive Campaigns to others?

It depends on what they’re solving for. If they’re purely looking for a best-in-class marketing tool, there are other options out there. But if they want alignment between customer success and marketing in one place, I’d definitely recommend Proactive Campaigns.

Is there any feature you’d like to see added in the future?

It would be great to have more layout flexibility in the template builder. Specifically the ability to build a row with multiple images and buttons side by side, like a three-column layout, instead of everything stacked vertically.

Solution & Result

Solution: Borong.com uses Proactive Campaigns for Zendesk to build and send broadcast email campaigns from reusable templates, with every reply and follow-up inquiry routed directly into the same Zendesk workspace their operations team already uses — no separate inbox to monitor, no manual handoffs required.

Result: Borong.com’s marketing team now broadcasts on a controlled two-to-three-day cadence with deliverability that compares favorably to their previous email tools, while replies reach the operations team immediately, with no inquiries falling through the cracks between marketing and support.