Case Study: O2 boosts customer engagement and loyalty with IMImobile Campaign Management

How IMImobile helps O2 engage their customers, drive loyalty and acquire new customers

O2, a leading UK telecommunications company, faced the challenge of managing complex multi-channel marketing campaigns to engage its 24 million customers. They needed to deliver personalized communications across SMS, MMS, and email, adjusting in real-time to improve performance and customer experience. To meet these needs, O2 partnered with vendor IMImobile and its IMIcampaign solution.

IMImobile implemented its Campaign Manager to deliver over 600 million customer interactions annually through 700 campaigns. The solution enabled highly targeted and conversational marketing, including innovative approaches like geo-fencing to drive store footfall. The results for O2 included helping to reduce customer churn to a record low of 1%, improving Net Promoter Score (NPS), and increasing customer loyalty, which contributed to maintaining its market leadership position.

O2

James Breeze

Head of Marketing Operations