Case Study: a leading marketing company improves customer service transparency and ROI with RevTrax

Leading Marketing Company - Customer Case Study

Leading Marketing Company was frustrated by the lack of transparency in its customer service center’s practice of sending anonymous coupons in response to complaints. The process was inefficient, it was impossible to tell whether customers redeemed the coupons, and the team had no clear way to measure resolution effectiveness or ROI. RevTrax was brought in to help improve the customer service experience with a more trackable personalization approach.

RevTrax implemented a fully integrated digital and print solution that let service reps capture customer information on an online form and automatically trigger personalized email and direct mail offers. Emails were sent instantly with lower-value offers, while direct mail included five free product coupons; all coupons were serialized and tracked through dashboard reporting. As a result, the marketer gained hard data on coupon redemptions, improved workflow transparency, and tied customer data back to the CRM for future marketing use.