Case Study: SPB Italia

Email Marketing Automation for Individualising Customer Satisfaction and Improving CX

Industry: insurance

Case Study: SPB Italia

Email Marketing Automation for Individualising Customer Satisfaction and Improving CX

INDUSTRY: INSURANCE

The challenge

For SPB Italia, an international insurance company specialising in the definition and care of innovative products in Italy, aimed at means of payment, electronic consumer goods and new mobility, we set ourselves the challenge of structuring an automation aimed at identifying the Customer Satisfaction of policyholders.

In detail, the project aimed to:

  • engage users, hitherto unheeded
  • understand the inconsistency between NPS and reviews on social and digital channels
  • outlining Customer Satisfaction, highlighting the pains of the whole process of opening users' claims, so as to structure a proper strategy
  • improving CX

How we faced the challenge for SPB Italy

Solution: Segmentation, automation and customised communication

To achieve the objectives of this challenge, we structured a 3-level + SMS email marketing automation workflow with CTAs to a survey.

The survey, which was very structured and dynamic (based on hidden fields in the CTA code string), consisted of questions of different types (open and closed).

Upon completion of the survey, the user received a thank-you e-mail.  

Solutions adopted

Tools used

Email Marketing Automations

SMS

Achievements

Defining the issues, identifying the strategy to improve CX and more engaged users

average open rate
0 %
survey compilation (on contacts who opened the e-mail)
0 %
of costs compared to traditional operator-based activity
0 %

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Make your company a successful case study in the customer experience journey.

Fill in the form and get in touch with us, you will be contacted by one of our sales staff.

Together we will create a path to redesign, improve and add value to your customer's experience.

Call2Net is the consulting firm specialising in innovative customer interaction solutions. Since 2007, Call2Net has revolutionized the traditional contact centre model by adopting phygital processes to always guarantee its customers an excellent customer experience.

Contacts

Call2Net S.P.A.
Legal and operative headquarters:
Viale Edoardo Jenner, 55
20159 Milano
P.IVA e C.F. 03751840277
Cap. Soc. 354.100€ i.v.

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