The pandemic and the closure of brick-and-mortar stores forced one of the leading retail chains to adapt the offline kitchen planning service to online service overnight. Inability to make direct contact with the customer and to sell through brick-and-mortar stores was a huge challenge for the company. The challenge for us was to move a specific service, based on direct contact with the designer, to a remote form in just a few days.

Our Client wanted to keep kitchen sales at a constant level, so we were responsible for upgrading communication, tools and resources for transferring the services – which were based on direct contact between an employee and a customer – to the Internet.

Solution:

• We have adapted the tools available to quickly adapt to the new conditions and maintain continuity of sales.
  
  
• We have extended the possibilities of remote contact at every stage of the purchasing process: The Online Customer Service team consisting of only few persons was expanded to include employees from specific stores who were trained to handle online kitchen planning within just a week.
  
  
• We provided remote support for after-sales processes in order to maintain a high level of satisfaction: We increased the effectiveness of the online complaint process.

Results:

The expansion of technical capabilities in the field of “Remote Kitchen Planning”, combined with an increase in the number of planners and, at the same time, lowering the price to PLN 1, resulted in an increase in the number of services provided by 6200% compared to the previous period. When the price was changed to PLN 49, the increase remained at the level of 1900% in relation to the period before the pandemic.

The aim of the campaign was to offer first minute holiday deals to customers travelling with a travel agency. The challenge was to create
an offer without a standard price reduction. We wanted to increase customer engagement and recognise returning customers who have already travelled with Rainbow Tours. Our goal was to increase the number of first-minute bookings compared to last year.

Solution:

• The analysis of transaction history carried out made it possible to build segments and match motivators and benefits, which were emphasised in the communication.
  
  
• Thanks to customer segmentation we were able to reach them with a personalised offer, adjusted to the travel preferences of each person. Sequential, well-targeted communication and rewarding loyal customers with vouchers has increased their willingness to buy trips more in advance.
  
  
• We built a scoring model that identified the customers with the highest probability of purchase, which allowed us to focus our limited resources and sales force on the customers we considered most interested.
  
  
• Instead of a typical price discount, which reduces the profit from the sale of the deal, a coupon for the purchase of the next trip was introduced, the value of which depended on the number of previous transactions.
  
  

Results:

Thanks to our solutions we were able to reach the people who were the most interested in our promotional offer. Additionally, we managed to personalise the communication and adjust the selected offer attributes to the preferences of our customers – the families with children, young singles, people who value active recreation or other, selected segments of customers, received dedicated messages. Thanks to an appropriate analysis of the customer structure, their loyalty from previous years could be rewarded.

For S.C. Johnson brand we have created a consumer engagement campaign to build a positive image of the Kiwi sub-brand. Our sales support consisted of developing the concept and communication strategy. In addition, we were responsible for the preparation of the creative concept for the website and effective design of sales-generating materials. Our activities were to ensure an increase in sales of products in the autumn and winter period.

Solution:

• As part of the project, we initiated cooperation with influencers – we prepared the shipment of creative packages to them. Karolina Gilon and Karol and Ola Lewandowski from the YouTube channel “Busem przez świat“ (Bus around the world) were involved in the action.
  
  
• In order to ensure the involvement of the campaign’s recipients, we organised a competition to increase consumer activity. We paid attention to the different passions and activities of the Recipients. Sneakers work well in any situation, so you need to take care of their appearance. By taking the #KiwiChallenge , you could win PLN10.000 for your dream trip, 10x vouchers for personalised shoes and 5x Kiwi Sneaker Care sets.

Results:

Thanks to properly planned, engaging promotional actions, it was possible to achieve an 80% increase in product sales compared to the same period. Additionally, the promotional materials were displayed almost 5.6 million times.