Customer Case

Everything changes

increased click through rate

100%

conversion rate

2X

average reciept increase

44%

Defining the need

NetOnNet was founded in 1999 with a focus on ecommerce, and quickly became one of the largest retailer of home-electronic sales in Sweden. Before Voyado, the CEO of NetOnNet called a meeting to ask, “Who are our customers?”. When no one knew the answer, a sustainable solution that could be implemented quickly was needed.

The challenge

With unorganized data, NetOnNet couldn’t decipher who their customers were. They needed a membership club to collect data and create profiles on their customers and ultimately increase brand loyalty and retention.

Due to the lack of information on their customers, communication was impersonal and general offers were sent to everyone, regardless of who the customer was or what they’d previously purchased. It was very time-consuming to create reports of which items sold best and what customers wanted. The purchasing department needed a better analytical tool to assess what would optimize sales.

 

Voyado gives us the ability to quickly act on costumers insights and succesfully create great customer experiences.

Pär Gancarz, CRM Manager at NetOnNet

The solution

Due to Voyado’s similicity in integrating with other platforms (POS and e-commerce, etc.), NetOnNet’s IT department were able to start working immediately on importing their data and enriching customer profiles.

Purchases analyzed

To analyze sales and customer behaviors, NetOnNet now make reports on a quarterly basis by category (TV, Photo, Gaming etc). The reports show purchases, returns, interest in each product etc. This information is valuable to the entire company, for example the purchasing department who can base their upcoming purchases on these insights.

Customer insights

With the data gathered in one place, (including lifestyle data from Bisnode), NetOnNet could start to understand who their customers are and based on this they could create segments, for example by age group and marital status.

Personalized communication

Communication could now be as personalized as they wanted, from communicating to their entire customer base to targeting one customer at a time. For example, who has a garden and would appreciate lawnmower offers?, or who recently purchased an iPhone XR and might be interested in protecting it with a case? In addition, Voyado’s  easy-to-use marketing automation tool has also been set-up to continuously manage personalized customer journeys without the marketing team having to lift a finger.

The result

NetOnNet can finally answer the question: “Who are our customers?” With audiences more targeted, engagement levels are much higher and open rates have nearly tripled. Voyado’s solution has doubled NetOnNet’s conversion rates. They’ve also found that members often buy more items and generally for a higher value.

Share

Everything you need to create customer loyalty

It might be a lot to take in – one platform with the power of seven different ones? Yup, it’s true. But we’re not trying to brag here, we want you to see it for yourself!

Fill out the form on your right, and we’ll reach out and show you the platform and all its greatness.

Book a free demo