At a Glance
Leveraging Salesforce Marketing Cloud Account Engagement (Pardot), we designed an end-to-end journey that transitioned Hato Hone St John supporters to lower-cost digital channels while delivering a more efficient and engaging member experience.
Services
Implementation
Strategy
Managed Services
Key Technologies
Marketing Cloud
Project Objectives
- Redesign supporter scheme as a digital-first experience.
- Maximise subscription renewals to grow supporter scheme revenue.
- Communicate with customers on channel-of-choice.
Impactful Outcomes
$1.5m Renewal Revenue
Now being managed through the supporter scheme digital journey.
20-45%
Improved Open Rates due to timely, relevant and personalised communications.
12-27%
Click-Through Rates well above industry averages.
“Our customers are getting a faster and more relevant experience from us.”
Pip Garrett
,
National Supporter Scheme Manager
,
Hato Hone St John
Challenges
- Reliance on costly direct mail campaigns to connect with older demographic.
- Manual back end processes to manage supporter scheme renewal processes.
- Inability to engage customers throughout their end-to-end journey.
Solution
- Complex engagement studio journey with 8 Emails, 150+ Nodes, and renewal checks throughout.
- 90 day pre-expiry renewal journey with lapsed communications schedule.
- Digital engagement check - if no email opens, workflow activated to transition to direct mail and notify mail house.
Impact
- 30:1 ROI, based on increased conversion and retention rates, relative to cost of consulting and software.
- Incredibly high open Rates (20 - 45%) and click-through rates (12 - 27%).
- Overwhelmingly positive digital adoption from supporter scheme members.
Partnering with LavaBox has been pivotal in shaping our CDX strategy. Their collaborative approach gave us clarity on the right tools for the right outcomes, and the roadmap we built together has delivered measurable ROI across the organisation.
Mo Ravi
,
National Manager Digital Marketing & Engagement
,
Hato Hone St John
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