Case Study: FAIRFX achieves 73% increase in conversions with dotdigital email automation

dotmailer helps FAIRFX get its email strategy right on the money

FAIRFX, a specialist in prepaid foreign currency cards, faced a customer experience challenge: first-time users often misunderstood how cards are ring‑fenced by hotels and ran out of spending power, creating confusion, higher helpdesk demand and missed sales opportunities. The company needed a way to educate customers, reduce support calls and build loyalty without eroding tight margins.

FAIRFX implemented content‑rich, behaviorally triggered email automation using dotmailer/WebInsights—sending tailored FAQ follow-ups, automated welcome and birthday programs, and refer‑a‑friend incentives, plus a follow-up service call—to proactively guide customers. The result was a dramatic commercial uplift: a 73% increase in conversion rates, a 103% rise in transactions, 121% growth in revenue and 17% more site visits, with rapid payback and growing trial of further automated services.

FAIRFX

Lisa Stone

Head of Online Marketing