187% increase in new client revenue

Marketing services coMpany serving sMall businesses

Privately-held company, specializing in marketing services for small businesses and self-employed individuals throughout the United States. Due to the competitive nature of their business, they wish to remain anonymous.

the custoMer

increase purchase frequency and revenue

With the company’s business model, their cost to generate and convert a customer was higher than their average purchase value. Because of this, it was essential that new customers become consistent purchasers in order to recoup the company’s costs and drive revenue growth. However, the company found that many of their new customers were only making a single purchase.

These “one-hit wonders” – as the single-purchase customers came to be known – had limited impact on total company revenue and were quickly eroding the profitability of the company. Establishing repeat-purchase behavior among new customers was paramount to the health of the organization.

After contacting Engagement Systems, the company set a goal of increasing their average revenue per new customer by 100%.

the challenge

autoMated on-boarding caMpaign to drive repeat orders

Engagement Systems worked with the company to build a strategic communication plan for their new customers, creating a 10-touch campaign that was deployed following a customer’s initial purchase. This New Customer On-Boarding campaign used personalized direct mail touches and automatic reminders that directed the salespeople to contact the customer at strategic times during their first 10 weeks as a customer.

The content of the New Customer On-Boarding campaign was designed to drive repeat orders, cross-selling and up-selling. Messaging helped the company’s customers determine their ongoing marketing efforts while informing them of related services the company provides.

the solution

Goal: Increase average new client revenue by 100%.

case study | new custoMer on-boarding

187% increase in new client revenue

With Engagement Systems, the company’s sales staff was able to easily initiate their New Customer On-Boarding campaign. Several manual processes were eliminated, increasing the efficiency of sales staff and helping them stay in contact with more customers with less effort and time required.

In less than six months, the additional revenue the New Customer On-Boarding campaign generated not only covered the company’s investment in Engagement Systems, but also produced a 187% increase in new client revenue. Overall, the New Customer On-Boarding campaign achieved an ROI of 225%.

the result

8300 NE Underground Dr. • Pillar 122 • Kansas City, MO 64161866.938.3658 • Info@EngagementSystems.comwww.EngagementSystems.com

capture more leads. nurture them to conversion. retain and build lifetime value. repeat the process.

With Engagement Systems, the company achieved a 225% ROI in under 6 months.

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