To increase customer lifetime value (CLV), Topaz made the decision to ‘gamify’ its loyalty programmes with the introduction of the mobile centric ‘Play or Park’ loyalty scheme. The scheme allows customers, both private motorists and business drivers, to accumulate points for every cent spent with Topaz on either fuel, or convenience items. The aim of the loyalty programme is to incentivise customers to return to a Topaz store to gain more points.
In addition to a Topaz smartphone app that features ‘Play or Park’, customers receive regular SMS messages from Topaz encouraging them to ‘Play or Park’. Customers also receive personalised offers, point totals and even locations of the nearest Topaz service stations. This is based on real-time customer data when the customers’ text in their current location to the Topaz dedicated freetext SMS short code, 50456.
After initially using a number of third party providers, Topaz wished to deploy a single party framework for its SMS messaging services. In addition, the company required better management reporting and increased flexibility, specifically the ability to design, edit and publish highly targeted SMS campaigns using content rich mobile landing pages.
“The Engage Hub solution has given us the ability to quickly develop and launch highly targeted SMS marketing campaigns which are now an integral part of our ‘Play or Park’ customer loyalty programme. Most importantly, we get almost instantaneous feedback about the success of campaigns, which enables us to quickly adjust or further segment campaigns. We now send over 300,000 text messages every month to both consumers and corporate users, using the Engage Hub solution.”
Elaine Kearney, Customer Loyalty Manager at Topaz.
After a competitive tender process, Topaz Energy selected Engage Hub as the company’s sole mobile messaging provider for all marketing and operational mobile messaging communications.
Engage Hubs strategy was to utilise its cloud-based customer engagement solution, which enables businesses to send highly targeted communications to their customers, at multiple touchpoints, throughout the customer journey. Topaz customers continue to receive the monthly ‘Play or Park’ message, but thanks to the ease of use of the Engage Hub solution, a variety of other promotions have now been introduced, such as ‘gift a free cup of coffee to a friend’ which asks recipients to forward on an SMS message with an embedded QR code.
The success of the campaigns was measured using Engage Hubs comprehensive performance dashboards, enabling Topaz to track redemption rates in real-time and glean valuable consumer insight.
Topaz also used Engage Hubs Synapse technology to segment and personalise offers and communications to corporate users of the fuel card – offering free, value-adding information such as the latest fuel prices at their local petrol station.
Most importantly, the Topaz marketing team now has the ability to quickly design, edit and launch engaging marketing campaigns that are delivered to the right customer, with the right offer, at the right time.