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Real Case: Offer subscription

Kayak+ Democase

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Page 1: Kayak+ Democase

Real Case: Offer subscription

Page 2: Kayak+ Democase

Process

Offer Email, Call-out, SMS,

Printed mail

Time

Order confirmation

Order subscription

End process

No

Yes Invoice customer

Wait 14 days and ask

feedback from customer

30 days before subscription ends make a

follow-up offer

Follow-up order

Send invoice to customerActivate subscription

End process

Yes

Send notification message 2 days

before subscription ends

No

End process

Page 3: Kayak+ Democase

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Start point

Mikael is a customer who doesn't has any subscription active

Target Group has created in Kayak which search all customers without any subscription

Page 4: Kayak+ Democase

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Create offer to customers channel

= Kayak+ Customer Care Model which name is 'Offer subscription’

– If customer has email address and permission to email marketing• Kayak+ sends email offer to customer (Mikael gets email offer)

– If customer has mobile number and permission to SMS marketing• Kayak+ sends SMS offer

– If customer has mobile number and but no permission to SMS marketing• Offer will be send using WinSales call-out system

– Else • Offer will be send using printed mail channel

Offer Email, Call-out, SMS,

Printed mail

Page 5: Kayak+ Democase

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When subscription has ordered send personalized email from Kayak+

Order confirmation details has personalized with Kayak subscription details

Mikael ordered subscription:

Subscription: Helsingborg Dagbladet 1.11.2012 - 1.11.2013Price: 150 kr every month

Order confirmation

Page 6: Kayak+ Democase

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Invoicing customer

Kayak sends invoice to customer

Invoice customer

Page 7: Kayak+ Democase

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Wait 14 days and ask feedback from customer

It is very nice you subscribed our cool newspaper!

Tell us how satisfy you are?

Wait 14 days and ask

feedback from customer

Page 8: Kayak+ Democase

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30 days before subscription ends make a follow-up offer

Your subscription will end soon here you have follow-up offer you can not refuse

30 days before subscription ends make a

follow-up offer

Page 9: Kayak+ Democase

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Send notification message 2 days before subscription endsSubscription will end in two days you have still time to extend you subscription

Send notification message 2 days

before subscription ends

Page 10: Kayak+ Democase

Process

Offer Email, Call-out, SMS,

Printed mail

Time

Order confirmation

Order subscription

End process

No

Yes Invoice customer

Wait 14 days and ask

feedback from customer

30 days before subscription ends make a

follow-up offer

Follow-up order

Send invoice to customerActivate subscription

End process

Yes

Send notification message 2 days

before subscription ends

No

End process