For the Swisse team, running CRM activity in-house had become overwhelming. There were foundations in place, such as weekly campaigns and automated customer journeys, but they were not able to give it the proper attention due to a very small team. Prospect Knight identified a number of CRM fundamentals that needed attention, plus optimisations around existing activity which helped to make the account more efficient and of course, acquire new customers.
PK took the lead in running the CRM activity for Swisse and immediately overhauled the flows and campaigns. Having introduced a testing plan, we were able to learn about the existing database and put these learnings into optimising some of their ongoing activity, allowing for a continual improvement. With a set structure in place, creating engaging flows, tailored website pop ups and dynamic templates, we were able to focus on serving new and existing customers with the right content at the right time.
Revenue +21% after 3 months
Transactions increased by a third
Form submission rate has increased to 14% (3x growth since January 2021)
Would highly recommend PK as a CRM partner. We have seen strong subscriber growth and revenue growth over the last six months and the team are great fun to work with!Larne O’Donoghue, Head of E-Commerce