LEXUS

ALWAYS ON

Omnichannel personalisation to convert more leads

CHALLENGE

Lexus wanted to increase the sophistication of its personalised marketing.

To move more people through the funnel to test drive and purchase. They wanted to understand recent customer behaviour, such as engaging with content in their emails and website and incorporate it in their communications.

lexus, transformation, service design
SOLUTION

“Always On” automated and triggered journeys were created in their Salesforce marketing platform which continuously run reacting to customer behaviour.

Emails to customers and prospects on the CRM database are tagged so that when a customer clicks on a link in them, to go to the website to find out more, they arrive at the website as a known individual. Tagging across the website allows us to build a more rounded picture of which car and potentially finance offer the customer is interested in. This insight is then used in future emails to remind the customer of their car and offer of interest, encouraging them to visit their local dealership for a test drive.

lexus, transformation, service design
IMPACT

By combining previously ‘unseen’ digital engagement with existing CRM data, true personalisation is enabled with over thousands of different creative combinations, all created and delivered in real-time, resulting in a more seamless multichannel customer experience.

Most successful campaign in

3
YEARS

EIGHTY-FOUR
PERCENT

Incremental increase in test drives

CAPABILITIES
INTERESTED
IN PARTNERING
WITH US?
We love a challenge big or small, local or global. So don’t hestiate to reach out.
GRACE
PYNE
078 1860 6917

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