For the past two years, a dedicated team at MBA Group has been quietly rebuilding the engine behind our customer communications technology. Today, that work has a name: MBA Pulse.
If the name Intilery is familiar to you, that’s because Pulse is its evolution – not a rebrand for its own sake, but a ground-up reshaping of what the platform is built to do. Where Intilery was a capable marketing automation and engagement tool, Pulse is something broader: a single platform designed to turn fragmented systems, disconnected data, and siloed channels into one coherent, ongoing conversation with every customer.
Why now
Customer communications are under more pressure than they’ve ever been. Consumers expect real-time, personalised interactions. Regulation is codifying that expectation into law. AI is moving from pilot to production. And the line between marketing and operational communications is disappearing – customers don’t see two departments, they see one relationship.
Meeting that moment isn’t about adding another channel or another point solution. It’s about giving businesses one foundation their teams can actually build on. That’s exactly the gap Pulse was built to close.
“We built Pulse as the first comprehensive customer experience platform for complex businesses. A modular platform that can be used as a powerful supplement within your existing stack, or as a pre-integrated comms eco-system in its own right. No longer do you need one tool for marketing, another for servicing. Pulse is a unified platform that empowers your teams to do more and marks the next step in our own evolution, from output partner to the technology behind how brands actually talk to their customers.”
Sami Aintaoui, CEO of MBA Group
Four connected capabilities, one platform
- Create – a visual, collaborative builder where compliance and approvals are part of the process, not a gate at the end.
- Orchestrate – journeys that adapt in real time to customer behaviour, so campaigns and operational messages move in sync instead of competing.
- Deploy – one delivery engine across every channel, with real-time tracking and intelligent routing.
- View – a single, searchable, fully auditable record of every interaction and document.
Proof it works: OutsideClinic
Few examples make the case better than our work with OutsideClinic, a leading provider of eye and hearing care services. Patients booking home appointments are often older, less digitally confident, and easily lost to outdated, manual processes -exactly the kind of demographic where “just add more channels” doesn’t work.
OutsideClinic needed something more considered, a way to modernise without losing the personal touch their patients rely on.
Working with Pulse, OutsideClinic rebuilt three things that had been quietly costing them time, accuracy, and revenue for years:
- Missed appointments. Outdated reminder systems were replaced with fast-turnaround email and SMS journeys, complete with built-in rescheduling – so patients could act on a message the moment it landed, instead of losing it in a pile of post.
- Manual admin. Paper-based signature and mailing processes – were replaced with digital signatures, freeing staff to spend their time with patients instead of managing paperwork.
- Blind reporting. For the first time, OutsideClinic could see exactly how campaigns were performing ,what was landing, what wasn’t, instead of operating on guesswork.
And the results speak for themselves.
- 35% email open rates – a 76% uplift on the industry average
- Dozens of hours saved every month on admin that used to eat into patient-facing time
- 6x increase in email enquiries
“With Pulse we can identify products that actually resonate with the individual. We’ve never been able to get that level of personalisation before with our old IT systems.”
“If we work out the time it’s saved from other people, we’re now spending a lot less time having to try and get cohorts of data together… whilst within Pulse you can do all of that instantly. From a customer experience standpoint, it’s brought us into the 21st century where customers are actually communicated with instantly”.
Dan Young, Head of Process Improvement, OutsideClinic
A platform for what’s next
Pulse is a constantly evolving platform and the foundation MBA Group will keep building on as customer expectations, regulation, and AI continue to reshape the market.
If you’re ready to see what Pulse can do for your customer communications, book a demo or get in touch at info@pulseplatform.com.