marketing automation case study
TRANSCRIPT
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Marketing Automation Case Study
How a leading Insurance player carried out Cross-channel marketing that led to better engagement and conversions
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For some businesses, cross selling is fairly easy
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Would you like fries with that?
This simple cross-sell has earned McDonald's millions
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However, many businesses are faced with the challenge of knowing
what next to sellto
whomand when
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a leading Insurance player in India
Our Client
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Uses Propensity Analytics model to analyze data and predict what customers
will buy, even before they know themselves
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HDFC Life’s Mission
To use this intelligence to drive
effective, timely, and profitable
marketing strategies
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- HDFC Life Marketing Head
We needed a system
to run this predictive
modelling and plan customer engagement
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HDFC Life collaborated with netCORE to accomplish this mission
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Our Marketing Weapon
Smartecha cross-channel marketing automation platform
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Marketers at HDFC Life could input the insights from their predictive tool, define rules-based actions on Smartech and
deliver messaging across multiple channels
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Marketers at HDFC Life could input the insights from their predictive tool, define rules-based actions on Smartech and
deliver messaging across multiple channels
Predictive Tool
Smartech
Multi-channel targeting
Demand generati
onLead
ScoringLead
Nurturing
Missed Call
Voice
SMS
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Sounds easy, but..
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Marketers at HDFC Life did not have all the data-points of customers.
There was a huge chunk of database with just mobile numbers and not corresponding email addresses.
CHALLENGE
THE
NameMobileEmail
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Our Solution: To plan an automation workflow such that each of the contacts can be reached
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Our Solution: To plan an automation workflow such that each of the contacts can be reached
Missed Call
VoiceSMS Missed Call
VoiceSMSEmail
Database with only mobile number
Database with mobile number and email address
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WORKFLOW
AUTOMATION
THE
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WORKFLOW
AUTOMATION
THE
Contact exists in the list
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WORKFLOW
AUTOMATION
THE
Contact exists in the list
Check if Contact
has email ID
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WORKFLOW
AUTOMATION
THE
Contact exists in the list
Check if Contact
has email ID
Check for category
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WORKFLOW
AUTOMATION
THE
Contact exists in the list
Send email on next product
customer likely to buy
Check if Contact
has email ID
Check for category
1. Savings & investments2. Protection Plan - Unmarried3. Protection Plan – Married4. Annuity plan5. Child plan6. Retirement plan7. Health plan
People who purchased Retirement plan are likely to buy Protection plan - Married
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WORKFLOW
AUTOMATION
THE
Contact exists in the list
Send email on next product
customer likely to buy
Check if Contact
has email ID
Check for category
Check
email open
ed
1. Savings & investments2. Protection Plan - Unmarried3. Protection Plan – Married4. Annuity plan5. Child plan6. Retirement plan7. Health plan
People who purchased Retirement plan are likely to buy Protection plan - Married
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WORKFLOW
AUTOMATION
THE
Contact exists in the list
Send email on next product
customer likely to buy
Assign Lead Scoring
Check if Contact
has email ID
Check for category
Check
email open
ed
1. Savings & investments2. Protection Plan - Unmarried3. Protection Plan – Married4. Annuity plan5. Child plan6. Retirement plan7. Health plan
People who purchased Retirement plan are likely to buy Protection plan - Married
1: Click on video link2: Missed call given3: Goes to landing page to fill form4: Fills form
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WORKFLOW
AUTOMATION
THE
Contact exists in the list
Send email on next product
customer likely to buy
Assign Lead Scoring
Send OBD Call based on predicted category
Check if Contact
has email ID
Check for category
Check
email open
ed10 days
1. Savings & investments2. Protection Plan - Unmarried3. Protection Plan – Married4. Annuity plan5. Child plan6. Retirement plan7. Health plan
People who purchased Retirement plan are likely to buy Protection plan - Married
1: Click on video link2: Missed call given3: Goes to landing page to fill form4: Fills form
@SitaSpeaks
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Contact exists in the list
Check if Contact
has email ID
Let’s see what happens when we don’t have the Contact’s email ID
WORKFLOW
AUTOMATION
THE
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Contact exists in the list
Check if Contact
has email ID
Let’s see what happens when we don’t have the Contact’s email ID
WORKFLOW
AUTOMATION
THE
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Contact exists in the list
Check if Contact
has email ID
Check if Contact
has mobile #
WORKFLOW
AUTOMATION
THE
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Contact exists in the list
Check if Contact
has email ID
Check if Contact
has mobile #END
WORKFLOW
AUTOMATION
THE
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Contact exists in the list
Send OBD Call based on predicted category
Check if Contact
has email ID
Check if Contact
has mobile #END
WORKFLOW
AUTOMATION
THE
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Contact exists in the list
Send email on next product
customer likely to buy
Assign Lead Scoring
Send OBD Call based on predicted category
Check if Contact
has email ID
Check for category
Check
email open
ed10 days
Check if Contact
has mobile #
1. Savings & investments2. Protection Plan - Unmarried3. Protection Plan – Married4. Annuity plan5. Child plan6. Retirement plan7. Health plan
People who purchased Retirement plan are likely to buy Protection plan - Married
1: Click on video link2: Missed call given3: Goes to landing page to fill form4: Fills form
END
WORKFLOW
AUTOMATION
THE
@SitaSpeaks
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Contact exists in the list
Send email on next product
customer likely to buy
Assign Lead Scoring
Send OBD Call based on predicted category
Check if Contact
has email ID
Check for category
Check
email open
ed10 days
Check if Contact
has mobile #
1. Savings & investments2. Protection Plan - Unmarried3. Protection Plan – Married4. Annuity plan5. Child plan6. Retirement plan7. Health plan
People who purchased Retirement plan are likely to buy Protection plan - Married
1: Click on video link2: Missed call given3: Goes to landing page to fill form4: Fills form
END
WORKFLOW
AUTOMATION
THE
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Check if OBD call
duration > 15 secs
+ key pressAUTOMATI
ON
THE
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Check if OBD call
duration > 15 secs
+ key press Rank Lead Score = 4AUTOMATI
ON
THE
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Check if OBD call
duration > 15 secs
+ key press Rank Lead Score = 41 day
Send SMS of predicted category
product with CTA Link
Check if SMS Link
clicked
AUTOMATION
THE
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Check if OBD call
duration > 15 secs
+ key press Rank Lead Score = 41 day
Send SMS of predicted category
product with CTA Link
Check if SMS Link
clicked Assign Lead Scoring
1: Click on CTA link2: Missed call given3: Goes to landing page to fill form4: Fills form
AUTOMATION
THE
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Check if OBD call
duration > 15 secs
+ key press Rank Lead Score = 41 day
Send SMS of predicted category
product with CTA Link
Check if SMS Link
clicked Assign Lead Scoring
1: Click on CTA link2: Missed call given3: Goes to landing page to fill form4: Fills form
END
WORKFLOW
AUTOMATION
THE
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The MTG experts built the automation workflow on Smartech
11 Day workflow
7 Modules for 7 product categories
4 Channels (Email, SMS, Voice, Missed Call)
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The Email Creatives
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Your little dreamer needs help to realize his/her true career path. Help your child find it with ample financial support provided by HDFC Life Youngstar Plans. To know more, visit <link> or give missed call at 02239386891. T&C apply.
Child planThe Cross-sell SMS
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Highlightsof the campaign
The
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$
Overall, the Campaign achieved a lead conversion rate
close to 0.42%
49% Increase in email open rates
because of relevant targeting
For the first time, brand targeted its customers on
mobile, voice and SMS channels and saw
phenomenal response
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Email21%
SMS21%
Missed Call 2%
Voice55%
Email25%
SMS26%Missed Call
9%
Voice40%
April
March
Voice channel proved to be the
best for generating leads
Leads Score 1 Leads Score 2 Leads Score 3 Leads Score 4
23%
2%
15%
61%
29%
9%
17%
45%
March April
More than 70% of the leads were high quality,
sales ready leads
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LEAD SCORING DEMAND GENERATION LEAD NURTURING
Warm up leads for next purchaseOptimize all customer touch points Spend more time on the most valuable leads
Business goals, achieved best with SmartechTo build your success story, reach us at [email protected]
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