Case study for Financial & Property

A debt advice company was looking for higher response rates for its new poster campaign by including a text response mechanism. The posters were designed to generate enquiries from people looking for help to reduce their debt on credit cards and loans, and people who have been mis-sold protection or insurance on loans or credit cards. Potential customers were asked text ZERO to 87474 to receive advice. These texts were pushed via email to operators at a customer contact centre who then called the customer directly. Credit Issues use the database created from the response to the posters for further direct marketing campaigns, which are more cost effective than traditional direct marketing.

A bank was looking for ways to reduce the number of missed appointments for financial reviews. Missed appointments were costly to the bank in terms of the time of the advisor and the missed opportunities to cross sell financial products. They now use The Txt Works to send personalized messages to remind customers about appointments. The reminders are sent four days before the date of the review and then on the day before the appointment. The text reminders have helped to significantly reduce missed appointments, this in turn has led to an increase in the sales of financial products.

The same bank also uses the system to invite customers in for a financial review. The text invite offers customers a cash incentive if the bank is unable to save them money as a result of the review. This promotion helps to improve service while increasing sales of mortgages, credit cards and loans.

An insurance company wanted to use SMS to cross sell their various products and services. By profiling their customers they sent personalized messages offering exclusive promotions for existing customers. They used unique codes that could either be redeemed on the website or through their call centre. They also used The Txt Works profiling option to send out automated text messages to ask for more information about their customers. They asked questions about pet ownership, how many cars used in the household etc. and were able to send relevant promotions direct to their customers' mobile phone. To encourage response they entered all numbers that replied into a prize draw with various prizes.

The same insurance company also use SMS as an effective way of capitalizing on policy renewal dates taken when they give a quote. Two weeks before a policy is due for renewal they send an offer directly to the customer's mobile phone with a text response for a call back. Customers text a keyword which is forwarded to a call centre for immediate response.