Sales promotion for a candy manufacturer
Company
The company is an international candy manufacturer with 16,000 employees worldwide and an annual revenue of more than EUR 5 billion. The company produces a number of highly recognized brands of candy.
Objectives
The company needed a full service partner for high volume sales promotions. The promotion involved the collection of points from the company’s various brands of candy. Points are collected, placed in a booklet, which when completed are sent in and redeemed for an item chosen from a selection of prizes.
CRM and Loyalty Solutions has supported the company to plan and perform its sales promotions since 2007. The target groups differ depending on the individual sales promotion objectives and include people who like to snack (“snackers”), families, sport clubs, children and soccer fans.
Solution
- Handling of customer requests by telephone, email, letter and fax
- Warehousing and shipping of rewards
- Returns management
- IT system for coordinating and organizing services
- Up-to-the-minute data on business performance and service levels
Success
With the support of arvato CRM und Loyalty Solutions the client was able to process and send out more than 600,000 promotion rewards within just a few weeks. The scalability of arvato’s services was a plus for the customer, making it possible to manage up to 100,000 units per week in orders. Minimal processing times made it possible for promotion participants to receive their rewards just a few days after sending in their completed point booklets. An average of 70,000 items were processed and dispatched per week during the promotion.
arvato’s full-service solutions for address management, order picking, dispatch, carrier management and customer communication enabled the client to reduce internal costs and complexity. A daily reporting ensures full transparency and allows the client to constantly monitor performance and react flexibly upon changes.. As a reliable and high performance service partner CRM and Loyalty Solutions has become a key success factor within the client’s promotion activities.
