The goal - Help plan an online partnership promotion
The Indesit Hotpoint Marketing team approached us with a partnership promotion to give away six months supply of Ariel liquid washing tablets with every qualifying washing machine purchased. The client had come up with an overview of the consumer journey. We were then asked to plan, budget and make recommendations on implementing the whole process, from designing the website to distributing the free washing tablets. The clients targets were clear, to increase sales of specific model washing machines within the promotional period.
The challange - Expertly design a clean and helpful customer journey
Using our extensive marketing and fulfilment know-how, we designed and built a promotional customer journey that would deliver exceptional customer service to both the client and their consumers. For consumers, we created an easy-to-use and straightforward entry mechanic with responsive and personalised query handling via our customer service team to guide and support anyone who needed a little extra help entering the promotion. For Indesit, we implemented seamless integration with their platform with a back-end dashboard for the client to view live data against targets. And we set up the back-end fulfilment process and integration between the website and couriers to streamline the process from start to finish.
The result - Delivering the promotional KPIs and Objectives
Our expertise in promotional fulfilment allowed us to maximise redemption rate with a smooth and friendly customer journey whilst avoiding pitfalls that could lead to poor customer experiences—increasing brand loyalty and reducing negative brand perception. We hit all our KPIs for application processing times, customer service response rates and delivery targets. The campaign was a tremendous success for Indesit in terms of sales and promotional uptake. We have continued working with Indesit Hotpoint across their brand portfolio on various promotional campaigns and activities.