PPI Claims company moves from outbound marketing to inbound marketing with Demand Dynamics

A well know PPI Claims management company wanted to move away from outbound tele- marketing techniques to inbound marketing which better reflected their company’s ethos of quality service. They also found that lead quality was reducing causing low contact rates which in turn meant increasing both staff costs and reduced morale. However, they didn’t have the right platform to make the move. When Demand Dynamics launched offering its combination of inbound marketing expertise, proprietary technology and sales resource, they started testing immediately.

60%

120%

50%

Reduction in lead cost Increase in conversion Increase in ROI

About

Our client is a leading provider of financial claims services. They pride themselves on the professionalism of their service, their expertise in helping clients reclaim what is rightfully theirs and fantastic levels of customer satisfaction.

The Challenges

Our client realised that potential claimants, although entitled to claim for miss-sold payment protection insurance, were being put off by the high volume of nuisance calls from indiscriminate companies offering their services and the general apathy and media coverage towards outbound marketing and claims providers in general. They also found consumers who had been contacted through interruptive marketing techniques such as telemarketing, were not as valuable as consumers that had contacted them through inbound activity.

They recognised that the internet and social media is changing buyer behaviour and that engagement or inbound marketing would yield better conversion and better value for them.

The Solution

Our Process

Demand Dynamics carried out an audit of our client customer and enquiry databases to fully understand their customers, what they looked like, what their behaviours were and what channels their customers used.

Using this insight, Demand Dynamics built a range of campaigns using its automated marketing technology to create awareness and demand through a variety of channels including Facebook, Mobile, SMS and email.

By understanding customers preferred channels of communication, Demand Dynamics created campaigns that reached consumers on their terms, created genuine demand and generated consumers that wanted to transact.

Demand Dynamics, using its trained agents, developed a sales team that handled the consumer enquiries, took care of the sales conversion process and delivered customers.

They achieved dramatic results, reducing the overall cost of acquisition. They found that the customers they are now attracting convert much more easily, offer better transactional value and offer great brand advocacy opportunities for future marketing.

Importantly, they have been able to differentiate themselves in a difficult market by avoiding obtrusive marketing techniques and getting much better value in the process.

“Working with Demand Dynamics opened up a new way of selling that produced better results, better customers and made us different to the other PPI claims companies out there. They worked closely with us, understood our aims and delivered a straightforward, end to end solution that works”

 

Marketing Manager

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