September has been an eventful month at Relevant Digital. Our team has been meeting publishers and other industry professionals at events across Europe and the US. At the same time, we’ve been exploring how we can further develop how we work with our customers. In this month’s recap, we highlight two sides of this ongoing development.
First, Simo Kulmala shares how we support publishers not only with technology, but also through hands-on consulting. As the programmatic advertising landscape becomes increasingly complex, technology alone is not always enough. It also requires expertise to help develop and optimise the overall advertising setup. Saverio Grisorio then shares the latest from our Customer Success team and how we are using AI and automation in our internal processes. The goal is to help us continue providing our customers with a high level of service as we grow.
Ultimately, both are about the same thing: combining technology with the right expertise and ways of working so that we can be an even better partner to publishers.
Publishers today are juggling more demand partners, more data and more auction logic than ever before, while the technical dependencies underneath it all keep growing. At the same time, the pressure to grow advertising revenue and operate more efficiently continues to increase.
Technology plays an important role, but technology alone does not always tell you what could be done differently or where the biggest opportunities lie. That is why, alongside our technology solutions, we also offer consulting for publishers looking for deeper expertise to help develop their programmatic advertising. The need for this additional service also came through in our customer survey, where publishers expressed a desire for more consulting tailored to their specific business needs and technical setup.
As a Senior Programmatic Solutions Consultant, I work directly with publisher teams on both the commercial and technical sides of programmatic advertising, offering more than ten years of experience working in ad tech to help them close the gap between what their stack can do and what it’s actually doing. In practice, this can include auditing the ad tech stack and inventory setup, reviewing Prebid, GAM and SSP configurations, and identifying opportunities to increase revenue and improve efficiency. An important part of the work is also helping publishers identify which technical solutions can best support their commercial goals.
Every publisher has a unique setup and different needs, so the biggest opportunities for improvement will also vary. If you would like to discuss your programmatic advertising setup and where there may be opportunities to increase revenue or improve efficiency, get in touch. We’d be happy to take a closer look and start with a quick audit of your stack and inventory to find out where we could help.
- Simo Kulmala - Senior Programmatic Solutions Consultant, Relevant Digital
AI is often discussed in the context of new products and features, but we also use it behind the scenes to support how we work with our customers. Within our Customer Success team, we have been building and automating the processes behind our day-to-day customer work. The idea is simple: automate repetitive tasks and use technology where it best supports the work of our experts.
Automation already helps us gather information, document our work and track progress, and it gives the team better visibility across customer accounts. Every customer investigation now follows the same steps, from the first report to a written record of the cause and the fix. Our customer portal lets us follow onboarding projects and support requests in one place, and the team is alerted as soon as a customer adds a task or a ticket. Consistent processes mean every case gets the same level of care, regardless of who in the team is working on it.
AI, in turn, helps us find relevant information faster, recognise when a new problem looks like one we have solved before, and make better use of the expertise our team has built up over the years. Each resolved case adds to a shared knowledge base that the next investigation searches first, so knowledge does not depend on individual people. This gives us a better overall view of what is happening and helps us respond faster and more consistently.
For our customers, the goal is simple: smooth, consistent and expert support as our business and customer base continue to grow. Automation does not mean automating how we communicate with our customers. Personal collaboration remains at the heart of our Customer Success approach, and a team member reviews everything before it reaches a customer. The role of AI and automation is to support our experts behind the scenes and help us provide even better support
- Saverio Grisorio - Senior Solution Engineer, Relevant Digital