Case Study: Intuit UK achieves 43% open rate and improved customer onboarding with Oracle Marketing Cloud

Intuit UK Educates and Engages with Onboarding Email Program

Intuit UK, maker of QuickBooks Online, faced the challenge of onboarding large numbers of new customers while teaching them how to use key features and driving long-term engagement. To address low feature adoption and retention, Intuit partnered with Oracle Marketing Cloud to redesign the onboarding experience for QuickBooks Online.

They implemented a five-message, API‑triggered onboarding series—an immediate welcome with support and tutorials followed by four optimally timed, step‑by‑step emails—which delivered a 43% average unique open rate and a 10% unique click-through rate, exceeded annual campaign targets in under two months, and outperformed industry benchmarks. The program increased self-service video viewing, reduced support demand, and will be continuously optimized as the next phase of a broader customer-engagement strategy.

Intuit