Airport Angel’s email and SMS campaign exceeds debt recovery target by 130 per cent.
Airport Angel, previously an independent airport lounge program, closed its doors in December 2015. At this time, there were many customers with outstanding debt from ‘over-usage’ of the lounges. Each customer was entitled to a set number of inclusive visits to the lounges per year and any additional use incurred a charge.
The Communicator Product Implementation Team assisted Airport Angel in recovering this outstanding debt. First of all, Airport Angel posted, in early November, a letter to each customer who owed them money. An email campaign was then sent to support offline efforts. An email was sent to those customers who still hadn’t paid the outstanding debt within 14 days of letter receipt, while an SMS message was sent to customers without email addresses registered on their account, to further aid collection of outstanding payments.
Airport Angel wanted the SMS messages to contain a link which would open up a web view version of each customer’s itemised bill. This posed a problem as the SMS messages were sent to those without registered email addresses, so Communicator couldn’t easily create web view links.
To overcome this challenge, Communicator created a set of false email addresses e.g. email@example.com so it could send out a dispatch in order to generate web view links. The team then exported the individual web view links and imported them back into the system in order to match them against the relevant mobile number.
This allowed Communicator to personalise the SMS messages so they linked to each customer’s individual itemised bill.
The team set a recovery target and were able to support successful recovery that exceeded the target by 130 per cent.
“We were really happy with the results we managed to achieve working with Communicator. They were able to find a solution to our customer contact challenges efficiently, cementing our opinion that they’re experts in email!”
Nikki Williams, Proposition Manager
A Note From Communicator…
This campaign required some creative thinking from our Product Implementation Team in order to support Airport Angel in achieving their objectives. Our key objective in this partnership was to make the process as easy as possible for Airport Angel. We’re always prepared to adapt how we work and go the extra mile and it’s great to see the hard work reflected in our customers’ results.