O2

O2

Mobile CRM helps O2 customers get the message

Mobile CRM helps O2 customers get the message

“Campaign Manager allows us to enhance further the O2 experience, communicating and interacting with all of our customers on a truly one-on-one basis.  At a practical level, it gives us the capability to streamline the many processes involved in delivering multimedia and interactive campaigns to just a single application.”
Andrew Day, Head of Customer Relationship Management at O2

The Challenge

With 18.4 million customers in the UK, O2 is the leading provider of mobile phone communications and broadband provision.  The company required a sophisticated mobile CRM messaging service that would immediately, reliably and cost-effectively enable their customer relationship management teams to efficiently engage with their customers.

They wanted the service to be fully integrated - combining text and multimedia messaging alongside email in order to increase their flexibility and diversity as well as consolidating their suppliers.  O2 also demanded a service which could deliver comprehensive reporting methods in order to track their return on investment as well as better understanding their customer behaviour.

The Solution

The solution was 2ergo Campaign Manager, the highly interactive, cost effective, web-based mobile marketing messaging service that allows organisations to create and send personalised messages via text, and multimedia messaging, alongside email, from just one source, to audiences ranging from hundreds to millions.

Campaign Manager delivers an efficient tool which helps O2 to intelligently gain a greater insight into their customer demands whilst building upon existing relationships through interactive marketing messaging campaigns.  The service was made live in January 2008 and currently allows O2 to integrate both text, multimedia messaging and email into their customer communications.

The Results

O2 effectively engage with their 21 million customers through text, multimedia messaging and email campaigns through the use of one application and one supplier.

They achieve as high as a 30 percent response rate to campaign activity.

O2 sent over 12 million multimedia messages to their customer base within the first eight months, previous to this, no multimedia messages were sent to their customers.

O2 are able to intelligently gain a greater insight into their customer demands through real time sophisticated reporting.

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