Non-Profit

Triggered Communications Delivers U.S. Olympic Committee New Memberships

Challenge

One of the four U.S. Olympic Committee subsidiary organizations with varied and complex membership cycles was seeking help with its membership renewal effort. Facing challenges in membership attrition and increasing costs related to its highly complex renewal system, the Committee turned to Eagle:xm.

Solution

Being able to bring both in-house creative and technology teams to the table; our team was able to look at the client’s unique challenge from a 360 degree view and help them understand how to use their data to improve targeting, timing and messaging relevance.  By using customer insights and our print-on-demand variable data technology we redesigned the renewal package to communicate with members on a more personal level by including the recipient’s age, subsidiary organization, calculated amount of recipient’s renewal fee, and calculated gift ask amount. In addition, we designed a triggered communications program to automatically send timed renewal reminders to non-responders.

Impact

• Reduced postage costs by 30% or $14,000 annually
• Lowered production costs by 25%
• Raised average donation by 12% at time of renewal

Recreation & Travel

Award Winning Campaign Strategy Delivers Results

Challenge

One of the most sophisticated resort conference centers in the Rocky Mountain region was relying on a “classic” self-mailer with a follow-up postcard to generate leads among professional meeting planners. The response declined each year, despite variations in list, offer and creative.

Solution
A fresh approach to the client’s creative included repositioning the resort to better depict its unique propositions attributes. We also evaluated the client’s customer and prospect database and developed an improved targeting strategy. A multi-stage direct marketing campaign featuring the new creative was launched.

Impact

• Generated a response rate of 39% over prior campaigns, without the use of incentives or discounts
• Efficiencies in production, mailing and postage produced a significantly more effective campaign at an identical budget to prior year
• Program received a BMA Gold Key Award for marketing excellence and was a DMA Echo Award finalist

Government

Automated Technology Empowers State Government

Challenge
A state government needed to distribute ever-changing employee benefit documents to more than 30,000 workers on a timely basis. Using traditional methods required multiple vendors to print, customize and mail its employee benefits materials. Without centralized control, the state was experiencing poor communication, delivery delays and high costs.

Solution
Our team focused on streamlining and automating legacy processes. Using our Click4Collateral^TM web-based tool, we centralized all printed materials within an inventory management system that enabled electronic ordering for human resource managers statewide. We utilized print on demand technologies to keep materials current and reduce inventory, and developed a quality control program to track and improve order turn-around.

Impact

• Saved thousands of dollars in shipping and postal costs
• Decreased fulfillment processing budget
• Reduced average order turn-around time

Broadband

Largest Broadband Cable Company Improves Customer Satisfaction Using Triggered Marketing Solution

Challenge
One of the nation’s largest Broadband Cable companies needed a solution to measure the performance of their customer facing employees and contractors including field service and sales organizations, technicians, and call center personnel.

Solution
We created and deployed a triggered customer survey program designed to gather immediate feedback enabling the client to measure its employees’ performance and optimize customer experience across all touch points. To obtain the greatest accuracy of customer input, surveys are sent within 24 hours of contact using email and delivered letters. Response data is managed using an interactive, on-demand reporting portal that features “urgent alert” capabilities to notify management about negative feedback helping them resolve issues before they escalate which resulted in improved customer satisfaction and decreased churn.

Impact

• Generated an average 28% response rate
• Changed the culture and created a “total mind shift” positively impacting field organization personnel (sales, service, technicians, contractors)
• Delivered an improvement in customer satisfaction as measured by 80% increase in urgent alerts and Net Promoter Scores
• Improved ROI by increasing the lifetime value of the customer and decreasing defection rates

Insurance

Click4Collateral™ Enables Sales Force to Customize and Mail Membership Kits From Their Desktop

Challenge
The nation’s largest non-profit HMO became increasingly frustrated by their current vendor’s inability to rapidly respond to changing market demands and maintain compliance. The client needed a easier way to access accurate information to forcast budgets, print on demand and shrink the response time to deliver documents to consumers during post sale and renewal cycles. The key challenge was to create a transition plan that would be transparent to customers and the sales organization while continuing to deliver critical documents on time and  at reduced costs.

Solution
Eagle:xm’s web-based Click4Collateral™ solution was configured to the client’s unique requirements that included the ability for each sales representative to build their own custom kits for delivery within 48 hours. Our user-friendly tool enables individualized kits to be created containing personalized documents and rate plans. Client’s sales force has password protected 24/7/365 access to over 500 items, print on demand and custom kitting and shipping capabilities. Administrative tools include real-time reporting and billing systems and the ability to self-administer all inventory from their desktop.

Impact

• 50% reduction in fulfillment staffing to handle communications
• Reduced client administrative time from weeks to hours
• Reporting that enables predictive budgeting
• Higher customer satisfaction due to zero defect production and maintenance of legal compliance

Non-Profit

Triggered Communications Increases Membership Renewal

Challenge
This national organization with more than 60,000 members in 100 countries needed to transition from their in-house legacy systems to an outside fully integrated marketing and fulfillment solution. The goal was to establish systems integration so that billing data could be extracted from their legacy system, while keeping internal IT requirements to a minimum.

Solution
Our team of experts created a Triggered Communications and Fulfillment solution that received billing and marketing communications data feeds that generated invoices and various membership communications. Our creative design team reformatted the client’s materials to take advantage of the new and expanded data sets and state of the art print on demand capabilities.

Impact

• Enabled daily invoice mailing and increased cash flow through data transmissions
• 80% reduction in client IT staff time
• Achieved cost savings using print on demand integration eliminating duplicate mailings
• Increased member renewal and new member satisfaction through predictable delivery of member materials

Utilities

Automated Customer Care Solutions Generates 58% Improvement in Customer Satisfaction

Challenge
This regional utility provider faced increasing call center activity due to service changes, government regulations and plant outages. Servicing costs were skyrocketing while the actual service levels had dropped.  In addition, they were being penalized by the government for not being able to prove the proper documents were being delivered in a timely manner.  This client wanted a seamless and cost-effective method to help increase customer satisfaction andcomply with government regulations while reducing costs.

Solution

We developed an automated trigger-based solution that delivered the proper communication to the customer without placing any additional workload on the client’s staff . First the Eagle:xm team created a uniform print and digital template that supported over 50 different communication packages ranging from thank-you letters to credit card billing change verifications to credits and coupon delivery. Next we constructed a data model using hundreds of current and historical variables to assign the specific type of content and personalize the communication. Leveraging our cross-channel platform we designed a strategy that enabled the most efficient channel to be used so that the customer received the communication within one day of their request. A web-based reporting tool was also created so that management could view relevant metrics.

Impact

• 40% reduction in call center staffing
• 400% return on investment (ROI) on project investment
• 58% improvement in Customer Satisfaction scores
• Reduction in customer defections

Consumer Brands & Retail

Top Product Manufacturer Reduces Fulfillment Costs by 40%

Challenge
The largest non-tire rubber product manufacturing company in the world was faced with rising marketing costs, increased marketing support demands, and a growing worldwide sales force. In addition to increased marketing pressures, their traditional method of handling marketing support materials was failing due to antiquated systems, inadequate personnel and the escalating costs of warehouse space.

Solution
We designed and constructed an online, instantly expandable, fulfillment software solution that provides easy access to over two thousand products, five different companies, twelve divisions, and facilitated client self-administered inventory management. Integrated into the client’s intranet, the branded web interface enabled users to access the inventory and print on demand systems. To augment the multi-faceted packaging, Eagle:xm introduced: complex hand-kitting with electronic proofing to assure accuracy, reverse inventory stocking when kits are not used, and complete world-wide tracking to assure materials arrive when expected.

Impact

• Reduced fulfillment costs 40% over a four-year period
• Increased inventory accuracy to 99.9%
• Reduced delivery times from weeks to days
• Successfully integrated print on demand program

Recreation & Travel

Destination Ski Resort Uses Customer Insights to Acquire New Customers

Challenge
A destination ski resort was mailing over 1,000,000 marketing pieces annually and were dissatisfied with a <1% response rate. They engaged our team of experts to replace their ineffective mass direct marketing efforts with a more cost-effective program that would increase response and expand their market base while also increasing the frequency of repeat ski visits.

Solution
The creation of a robust marketing database was central to the success of this engagement. Our data team started by profiling, segmenting and analyzing the existing customer database that was followed by the creation of new prospect lists. Creative teams developed new direct mail formats and segment-specific offers targeting high value prospects through series of test campaigns. Production economies were realized using gang runs and audience versioning.

Impact

• Gained increased customer insight and identified high value groups
• Elevated overall direct mail response from <1% to approximately 4%
• Raised repeat skier visits through a variety of frequency programs
• Increased revenues while lowering production and postage costs by 20%

Financial Services

Cross-Channel Communications Platform Supports Proactive Customer Care

Challenge
Looking to differentiate themselves from their competition and provide the highest level of customer convenience, this leading bank was looking for a vendor that could provide a highly customized automated messaging solution. They wished to empower their consumers to better manage their finances by delivering a variety of alerts & notifications pertaining to their account activity. In addition, they wanted to communicate over the customer’s preferred channel.

Solution
A multi-channel platform (voice, text email) was created that enables consumers to choose from over 100 alerts and set channel preferences for delivery. Messages are deployed 24/7/365 and we maintain a 3 second Service Level Agreement (SLA) for response time.

Impact

• Program was utilized as focal point of national advertising program to differentiate brand from the competition
• Successful implementation lead to the creation of platforms for additional lines of business including health services, retirement planning, state, local, federal entitlement services

Healthcare

Medical Services Provider Documents Service Levels With Automated Patient Feedback Solution

Challenge
Client wished to migrate from a live operator administered survey to an automated solution in order to validate appropriate levels of in-home care were provided to patients. The solution would be critical to documenting service levels for Medicare payment authorization.

Solution
A robust and agile multi-channel platform was created enabling the client to gather patient satisfaction feedback about their experience with the various healthcare products/services. Voice, text and email surveys are deployed in numerous languages and allow patients to interactively determine language preference. As part of the client’s “Patient Preference” initiative, captured language preference determines all subsequent provider-to-patient communications. The turnkey solution includes creation of all survey content, structure, program development and channel deployment including interactive options allowing patients to leave comments in their own voice (“Voice of-the-Patient”). The solution includes transcription services and customized reporting.

Impact

• Outbound & Inbound Surveys in English & Spanish language generate 10% response rate