CHALLENGE
Vivint Smart Home, known for its simple, affordable smart home solutions and excellent customer service, needed to dramatically reduce the cost of their direct mail efforts while maintaining the same level of attention and care to their new customers. Vivint was sending printed customer communications, like welcome letters and billing notifications, en masse to customers. Their direct mail process was expensive, time-consuming, and inefficient. Vivint wanted to make their direct mail campaign smarter and reduce waste by only sending a printed welcome letter to customers without an email address and reaching out digitally when possible. Vivint also wanted to make its direct mail outreach happen automatically, eliminating the need for employees to tackle mail merges and work with direct mail distributors.
SOLUTION
Vivint’s Tiffany Compton, Senior Manager of Customer Experience Marketing, knew the perfect solution. Having met PFL several times over the years, she thought PFL would be the ideal fit. PFL integrates directly within Salesforce Marketing Cloud, so Compton could simply drag and drop direct mail messages into existing digital journeys, and then let data drive the timing and content of customer mail. Personalized within Salesforce Marketing Cloud, the welcome letter was automatically populated with customer data like dates, customer contact info, account numbers, monthly payments, and date of payment.
RESULTS
By streamlining their direct mail workflow with PFL and only sending direct mail to non-digital customers, Compton and Vivint were able to realize a 98% savings in print costs, allowing them to reallocate these resources to other areas of their marketing initiatives. Vivint could also now track digital and direct mail communication in one location—Marketing Cloud—and use this single source of truth to deliver data-driven interactions that truly benefit the customer — and the business.
With one successful use case under their belts, Vivint automated billing notifications and referral campaigns with PFL, allowing them to stay legally compliant, ensure billing notifications are sent on time, and drive more leads through customized referral codes.
Key Takeaway
You can save time and money by automating your direct mail workflows with PFL.
