Neds needed a partner that would seamlessly integrate mobile engagement into its customer journey through its chosen marketing automation platform.
Neds chose Engage because we were able to set up the mobile engagement integration with the marketing automation platform both quickly and effectively.
NEDS is using the mobile channel at key customer touch points including SMS confirmation of sign up, PIN changes. Using the mobile channel, NEDS has the ability to personalise and target specific customer groups with relevant and timely offers and promotions. Mobile engagement is now an integrated part of the customer journey and is fully automated via the marketing automation platform, Marketo.
Interlink Roads was looking for a way of keeping customers up to date with toll road information and specifically, keep customers informed of their account status. With the vast majority of customers using electronic payment methods, it was vital that Interlink continually looked to improve customer experience to ensure that they continued to be satisfied with the E-way system.
Working with Engage Australia, Interlink implemented a mobile SMS solution that allows them to send tailored SMS text communications directly to E-way users. SMS notifications include; low account balance alerts, card expiry notifications and new E-Tag pick up reminders. Resulting in enhanced customer experience, improved brand image and an increase in top-up credit purchased.
Traditionally ACN used Direct Mail to communicate with customers for contract renewals and upgrade offers. The cost of communication was relatively high, and the campaign results were difficult to measure and report on accurately. Cameron Macleod, ACN’s Product Portfolio Manager for Mobile, was sure that ACN could improve response rates to campaigns by using mobile communications to proactively reach out to customers. ACN wanted to increase its contract renewal rate on mobile services; upsell new upgrade offers to improve ARPU; whilst reducing marketing costs and improving data analytics.
ACN chose to work with Engage Australia to integrate rich media mobile messaging into their contract renewal campaigns, with the key objectives of improving response rates, driving down retention costs and providing a means of tracking communication success. A two phased approach to embedding Mobile Engagement was implemented. The first being an SMS follow up after Direct Mail, resulting in a 5% uplift. The second phase used SMS as a direct channel notifying customers of their upgrade options and using the call to action feature, resulting in 87% of calls requesting an upgrade.
The results of the campaigns showed that combining mobile messaging with traditional direct mail has significantly increased customer responses, and most importantly, contract renewals. What’s more, the Product Portfolio team now have solid data analytics by which they can measure their success.
ARN was looking for ways in which to dramatically improve the interaction between listeners and radio stations, to increase completion entry numbers, contributions to polls & votes, and drive additional revenue streams into the business. Equally important was providing a compelling a case to potential advertising and sponsorship customers, to drive growth of this key revenue stream.
The primary use is for inbound services to allow audiences to engage with their local radio stations. Inbound SMS has significantly increased the opportunities for listeners to interact with different shows and radio personalities. ARN have total management of their platform, which allows local radio station each station to manage all competition, polls, votes and comment lines locally.
Sydney’s Mix 106.5 FM has been one of the more active stations in the network embracing mobile interactivity with its listeners. A campaign featuring a land and house package worth $500,000, sponsored by Windsor Homes, generated more than 100,000 competition entries over 4 weeks.