Our Clients

Strategic direction for Wex

Wex is an established multichannel product retailer, selling cameras and accessories, offering best in class customer service, supported by Which?

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"We helped them to understand how their customers were shopping across their multiple products and brands"

How we helped Wex:

  • Dynamic Customer Communication: We helped them to understand how their customers were shopping across their multiple products and brands enabling them to tailor their communications for greater relevance and time-appropriateness.
  • Point Of Lapse Email: We created a ‘point of lapse’ model – to trigger mails to customers precisely at the point when they were likely to lapse. This achieved an uplift in response of around 20% and was rolled out as an ongoing monthly mailing programme.
  • Forecasting: We also helped them to build their financial forecast – which has allowed them to build a confidently achievable 3-year business plan.

The Results

Direct Mailing Profit: Through direct mail, we evidenced a double-digit uplift in profit per active customer at key buying times.

Accurate Forecasting: Our long-term forecasting model has consistently provided projections within 7% of the actual revenue achieved.

Point Of Lapse mailing: This achieved an uplift in response of around 20% and was rolled out as an ongoing monthly mailing programme.

Key Takeaways

  • Our work drove double-digit profit increases from mailable active customers during key buying periods.
  • We helped them to achieve a 20% improved response through our individual point of lapse model and deliver on their financial forecasts, through better CRM journeys.
  • We enabled more tailored email communications, resulting in increased sales per customer.