Automated Marketing Assistant. Growing your business with Set It & Forget It Customer Communications

Transcription

1 Automated Marketing Assistant Growing your business with Set It & Forget It Customer Communications

2 Customer Assistant Website The Customer Assistant Website (CAW) is an online application your customers can use to access information about their services, billing and more. It interacts with Service Assistant and syncs data between our web database and your system. The CAW site gives your customers round the clock access to your business allowing them to conveniently handle all aspects of their account on their time! They can view seasonal maintenance tips, purchase upsell services and view account details all in one place. Secure Online Payments A CAW AutoPay site provides Option customers with: Ability to Purchase Additional Services Estimate & Service Call Request App Ability to View Payment & Service History Maintenance Tips Access to Your Referral Program Benefits of a CAW site include: Reduced Account Maintenance Phone Calls Increased Receivables with AutoPay & Past Due Reminders 24/7 Availability to Improve Customer Service & Retention Daily Data Synchronization to Keep Data Up-to-Date Easy Way for Customers to Contact You Increase Sales with Web Promotions & Upsell Offers Automated Marketing Assistant integrates with your Customer Assistant Website & Service Assistant Offers a secure site for your current customers and potential customers

3 Automated Marketing Assistant Requirements: Service Assistant & Customer Assistant Website (CAW) Letters and s each require a one-time setup within Service Assistant Real Green processes and mails print letters daily: Monday through Friday s are sent after data syncs

4 Automated Marketing Assistant It s AUTOMATED! No uploads No local printing or ing No additional work

5 Communication Consistent communication with your customers is key to customer retention Your marketing & communication efforts should include multiple touch-points Especially Don t worry little guy it s easy! You have Automated Marketing Assistant.

6 Available Letters and s Cancel Letter and (Drip Process) Estimate Not Sold Letter and (Drip Process) Rejected Estimate Letter and (Drip Process) New Sale Confirmation Letter and Pre Pay Confirmation Letter and Before Service (Used as a Call Ahead) After Service Condition Code Letter Payment Reminder (Up to 4 s) Renewal Notification (Coming Soon) ALL STATS ARE FROM-1/1/2015-8/20/2015

7 Can I control the communication content? Yes! Letter Setup Prewritten content is available or write your own Letters printed full-color on 14 prepay stock Features your logo Custom backgrounds

8 Set Up Letter content is synced directly to your Automated Marketing Assistant letter setup It even includes offers! Offers editable, allowing fast, easy changes

9 Setup Utility We finalize setup before proofing and activation

10 Setup Setup in Automated Marketing Assistant is easy because we do it for you!

11 Cancel Win-Back Benefits Win Back Rate 6.33% Customers that Cancelled, and are now back to Active Professional communications Less costly to retain a current customer than sell a new customer

12 Cancel Win back Rate 6.54% Customers that cancelled, and are now back to active s can be sent as a complement to or replacement for letters

13 Win-Back Programs Pay! YTD average Win-Back rate Letters % s 6.54 % s #2 3.91% s #3 2.82% s #4 3.00% Average marketing cost per Win-Back Letters - $ s - $ s #2 $3.07 s #3 $4.26 s #4 - $4.00 Estimated lifetime value of customer = $ 1500+

14 Estimate Not Sold Letters Estimate Follow ups Estimate Follow up Letters 14.72% Customers Gained Estimate Not Sold letters are mailed to program status 2 & 3 customers after x numbers of days

15 Estimate Not Sold Estimate Follow ups Estimate Follow up Letters 14.72% Customers Gained Estimate not sold letters are mailed after your sales staff has been unable to reach your prospect Letters are mailed multiple times a week so your message is timely

16 Estimate Not Sold Estimate Follow ups Estimate Follow up Letters 18.36% Customers Gained

17 Rejected Estimate Letters YTD Average Estimate Rejected Letters 5.58% Customers Gained who had Rejected the offer Rejected Estimate letters are mailed to program status 4 and are customized by reject reason.

18 Rejected Estimate Letters Reject letters will give you one more opportunity to sell your prospect for the current season YTD Average Estimate Rejected Letters 5.58% Customers Gained who had Rejected the offer Letters are mailed multiple times a week so your message is timely

19 Hmmm. Maybe I ll Use Advance Lawn after all. YTD Average Estimate Rejected Letters 5.58% Customers Gained who had Rejected the offer Some customers like to play hard to get Rejected Estimate Provides another chance to win that sale

20 YTD Average Estimate Status 2/3 Letters % Status 2/3 s % Unsold Estimate and Follow Up Rejected Letters 5.58% Rejected s 5.62% Average per Sale Status 2/3 Letters - $6.66 Status 2/3 s - $.065 Rejected Letters - $17.55 Rejected s - $2.14

21 Unsold Estimate and Follow Up Drip Process Average Cost per Sale Status 2/3 #2 - $1.12 Status 2/3 #3 - $1.74 Status 2/3 #4 - $2.19 YTD Average Estimate Status 2/3 # % Status 2/3 #3 6.91% Status 2/3 #4 5.47% Rejected #2 2.15% Rejected #3 1.99% Rejected #4 2.19% Rejected #2 $5.57 Rejected #3 - $6.02 Rejected #4 - $5.49

22 New Sale Confirmation Letter Mails to new & existing customers when they order new programs or special jobs Note: Mailing to a special job is optional

23 Confirmation Thank customers for ordering Confirm Services Links to CAW prepay options

24 Confirmation Prepay Open & Deliverability Rates Confirmation Prepay % Undeliverable 3% %Unopened 22% % Open 75%

25 Confirmation Prepay Clicked Link Stats Confirmation Prepay Unsubscribe % 1% Home% 14% Prepay% 27% Contact% 17% Referral% 2% Autopay% 10% Payment% 26% Estimate% 3%

26 Before Service Sent before production alerting customers that your techs will be on their property and when. Include information about their upcoming service. Give them the opportunity to start referring others to your company with valuable offers for both the referring party and the referee. Reach out to your customers wherever they happen to be!

27 The Before Service - Now also being used for CALL AHEADS

28 Before Service Open & Deliverability Rates Before Service % Undeliverable 1% %Unopened 33% % Open 66%

29 Before Service Click Thru Rate Before Service % Click 21% Read Only % 79%

30 Before Service Clicked Link Stats Before Service Unsubscribe % 1% Prepay% 1% Estimate% 1% Home% 30% Payment% 14% Autopay% 5% Referral% 3% Contact% 45%

31 After Service Sent following production alerting customers to conditions found during a service along with links to more information and treatments After Service s are also a great way to promote your Referral Program, get Facebook Likes, prompt customers to write reviews and link to their online account Reach out to your customers wherever they happen to be!

32 After Service

33 Production Follow-Up Opportunity Communicates current lawn conditions to customer Provides multiple touch-points Increases upsell opportunities current customers are 10 times more likely to purchase Your customers have invested in their lawns. Most will purchase necessary additional services to maintain their investment.

34 Promotions based on condition codes reported during service We ve thought of pretty much everything!

35 After Service Open & Deliverability Rates After Service % Undeliverable 1% %Unopened 35% % Open 64%

36 After Service Click Thru Rate After Service % Click 18% Read Only % 82%

37 After Service Clicked Link Stats After Service Referral% 1% Contact% 10% Autopay% 2% Home% 8% Unsubscribe % 1% Tech Rec% 49% Payment% 29% Estimate% 0% Prepay% 0%

38 Condition Code Upsell Letters Customer sees same condition code offer on CAW page and can easily place order for services Are a follow up to production Mailed to customers for unscheduled upsell services Print multiple upsell conditions with pricing CAW Offer Code integration with QR Code link

39 What other features are available? Customers can: Request estimates Receive pricing for them immediately Even prepay!

40 Condition Code Upsell Letters Actual Results! Hi Dave, I rec d two checks for Core Aeration with Over-seeding upsells, with a tear-off portion stub that I did not recognize. It took me a good 5 minutes to figure out that it was from letters generated by the Automated Marketing Assistant program (in which we had recommended Core Aeration with Overseeding to thicken up those customers lawns). I was pleasantly surprised with these results $15 worth of letters/ s, we got $500 back in upsells. Needless to say, we are very excited to start off 2014 with this amazing tool in-hand. -JM

41 After One Year using Automated Marketing Assistant Custom Lawn s Rob Turley reports Actual Results! Gained roughly new customers. Revenue: Just over $1800 in optional services (mainly aerations and limes) RGS: Why would you recommend this product to others? RT: I really didn t pay attention to the results until after the season. I was surprised by the results. Using Automated Marketing Assistant generated over $1800 worth of aerations and limes from the technician condition codes in the first season of use. This extra revenue came from very little effort on our part! A little time to initially set up letters and codes and an explanation to the technicians on which codes generated letters that s it! RGS: Experience using it? Ease? Technical Support? RT: Very easy to set up and use. Did not have to call Technical Support at all. RGS: What other RGS Products do you use? Why? RT: Just about all of them.. Just implemented the s (after service, confirmation, etc.), and referral program. Looking forward to seeing great results. RGS: How has Automated Marketing Assistant helped Custom Turf grow? RT: It helped a lot through increased upsells. Now that I saw its effectiveness, I am starting to use it to push other services.

42 More Actual Results! I walked into 57 s this morning We have received 25 online credit card payments so far and this time last year they had only taken 2! J.H.

43 Setup and Configuration Easy to use, comprehensive set of configuration tools provided

44 I d like a payment reminder sometimes I forget. We ve thought of that! There are a series of payment reminders to help keep customers on track.

45 Payment Reminder Click Thru Rate Payment Reminder % Undeliverable 0% %Unopened 42% % Open 58%

46 Payment Reminder Open & Deliverability Rates Payment Reminder % Click 26% Read Only % 74%

47 Payment Reminder Clicked Link Stats Home% 0% Referral% Autopay% 0% 3% Payment Reminder Unsubscribe % 1% Contact% 8% Estimate% 0% Prepay% 0% Payment% 88%

48 AMA Activity Feed Claiming: When the claim button is clicked, it s claimed by the employee stated in the query string New Feed Features Detailed feed titles includes customer name and address Claiming and Call Log options Feed exclusions exclude products from feed such as Before Service See when customers click link to view additional service info

49 DASHBOARD See how each of your selected auto-generated s/letters are performing with the easy to use Dashboard feature. Select the communication you want to view, the date range and whether you want to view the performance of the or letter. If you are a franchise, you can view by region or isolate a single franchise s performance. Each communication s dashboard features performance fields applicable to that particular communication, so there are no one size fits all fields. They all are pertinent to that and/ or letter and to your bottom line. Below are a few samples of the different dashboard views based on the communication sent.

50 Surprise Offer Just for the FMS! Automated Marketing Assistant SAVE $200 OFF Setup Fee!

51 Questions?