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You’re in Good Company.

There’s no need to fear adding a new marketing solutions partner – we’re good at making new friends. We have over ten years of experience fulfilling orders big and small for some of the world’s most prestigious brands. Browse our Case Studies, and learn how we can turn mass-customization into your secret weapon.

> DirecTV

Company

DirecTV is the world’s largest satellite broadcast provider with over 20 million subscribers, and when looking to increase revenue and strengthen their relationship with customers, DirecTV looks to the data. In an effort to further understand their customers’ knowledge and develop their retail prowess, DirecTV is constantly mining, reviewing and updating their client behavioral tendencies. Bolstered with a steady stream of highly qualified traffic from their retail partners, they are also extremely successful with respect to co-op marketing.

Our Challenge

DirecTV wanted to increase revenue from their “High Profit” profile customers who consistently subscribed to premium services like pay-per-view movies, sports packages and one-time event viewers (boxing, concerts, etc.). With the help of Shutterfly data specialists, DirecTV mined their customer behavior and observed that some customers who fell into this segment had recently reduced or stopped this behavior. As a way of re-engaging these customers, Shutterfly and DirecTV developed a “win back” program to encourage these customers to revert back to their previous viewing habits.

Our Solution

Shutterfly Business Solutions was instrumental in helping build the program. Shutterfly reviewed the raw data feeds from 4-legacy platforms, helped define programming parameters and business rules, and helped with the creative design of the piece to maximize the variable content and production methods. Once tested, Shutterfly’s in-house production team met the scalability requirements for such a large quantity. In turn, DirecTV was able to reduce overall costs since most of the programming was completed during the testing phase and once proven, they were able to see an immediate rollout of the full program.

DirecTV saw a 280% ROI based on the test. Within 30 days, they expanded the program to 500,000+ monthly runs and then expanded to include premium movie channels, music-on-demand and other revenue-increasing activities. They also saw a 40% decrease in customer churn from these target segments as customers saw the relevancy of the targeted offers as a strong loyalty program. This reduced the marketing costs for new customer acquisition, which was hundreds more per customer than the cost of this program.

> Starwood Hotels

Company

As one of the world’s largest hotel and leisure companies, Starwood Hotels owns and manages nine brands and over one thousand properties across one hundred countries.

Our Challenge

Starwood Hotels was planning their annual holiday “Thank You” gift for their top Starwood Preferred Guest (SPG) Members. They conceptualized two options for their members to choose from: a coffee table Starwood book or a customizable photo memory collection.

With two different offerings, Starwood Hotels needed the means to order, produce and distribute individual books from one centralized location. Managing inventory proved to be an additional challenge: since this was an opt-in gift, estimation of quantity was based on previous redemption, which varied year to year.

Starwood wanted the flexibility for their guests to choose their gift and have it in their hands within 6 to 8 weeks of the concept being finalized. Additionally, they wanted to limit their investment as much as possible to the actual redemption quantity.

Our Solution

Shutterfly Business Solutions accommodated all of Starwood Hotels’ requests through a centralized ordering and production platform that allowed for on-demand production of high quality photo books. Members placed their orders on a weekly basis, and books were shipped that same week.

Shutterfly’s technology group created an easy ordering interface where SPG members could efficiently order their custom book while Starwood controlled brand standards. At the end of the campaign all orders were completed with no excess inventory, and satisfaction from both Starwood Corporate and SPG members was extremely high.

> Sharper Agent

Company

Sharper Agent is an industry leader in real estate marketing, offering a complete menu of marketing solutions that allow realtors to better service their clients. Using Sharper Agent’s tools, real estate agents are able to create customized collateral and marketing campaigns to promote their properties.

Our Challenge

Real estate agents work in a fast-moving environment that requires direct mail campaigns to reach prospects as quickly as possible with the highest quality. Sharper Agent’s clients demand the highest quality products and service, and over the years, Sharper Agent has worked with multiple printers trying to find the right mix of cost, quality and service.

Sharper Agent continues to expand their product offerings, which requires a flexible technology platform that can accommodate all types of templates and combinations of assets.

Our Solution

Shutterfly Business Solutions platform was built to fulfill all of Sharper Agent’s needs. Based on our obsessively high standards of quality, Shutterfly was able to give Sharper Agent members the highest quality direct mail and collateral available in the digital print space.

Additionally, our technology solutions group developed a platform to create a streamlined order process: regardless of the product, our automated content tool created the ability to process, merge and print all orders in an automated system.

With this tool in place, orders were composed, accepted, processed and sent to print in a hands-off workflow. Shutterfly’s production teams followed defined operating procedures for delivering the highest quality visual imagery possible, giving Sharper Agent the quality, speed and service they were looking for.

> Best Western

Company

With more than 4000 hotels spread across 90 countries, Best Western International, Inc., is the world’s largest hotel family. They recently celebrated 65 years of providing quality care and dedicated service to guests across the globe.

Our Challenge

Best Western Rewards is a free rewards program that allows members to earn points toward an extensive array of products and services. Best Western was looking to revitalize and redesign this program’s quarterly statement to incorporate more variable elements while keeping their current production and mailing timeline. Additionally, Best Western wanted to load level their call centers.

Our Solution

To start, Shutterfly Business Solutions redesigned the statements and envelopes to make them easier to navigate while giving them a fresh voice. The redesign incorporated variable promotional offers communicating uniquely to each rewards member while also allowing Best Western to tag different segments for their promotional partners. Shutterfly’s ability to process orders on demand also alleviated the challenge with the load level in their call centers, thereby allowing for more equitable distribution of calls and customer service.

Best Western was ecstatic with the results of the project, as Shutterfly maintained their production and mailing timeline while delivering new art, imagery and high quality member statements.

> Electronics Seller

Company

For 26 years, this company has empowered consumers to use technology by delivering solutions that help them do and achieve more. They operate several business units that are segmented by customer type as well as by geographic location.

Our Challenge

In May 2009, they were looking to increase customer engagement and experience with their U.S. consumers. Their primary objectives were to increase awareness of their wide range of product offerings, as well as maximize trigger effectiveness and increase speed to market. Ultimately, their end goal was to drive segmentation and direct communication to increase revenue and continued purchase loyalty.

Our Solution

Shutterfly Business Solutions created a multi-channel, multi-touch personalized communication stream guided by a CRM analytic framework of product propensity. This, leveraged with a mix of educational, transactional and brand-actional communication, allowed this company to build customer relationships and drive engagement.

Shutterfly’s technology team also developed an automated content tool that allowed for true direct content, which increased cadence and execution within the buyer’s awareness window. Shutterfly also offered a package of trigger programs that allowed specific markets to launch quickly and cost effectively. The outcome of the program was reduced production costs, resources and touch-points, which led to an increase in speed-to-market and competitive adaptability.

In addition to the U.S. trigger and direct mail campaigns, similar campaigns have been added in Canada, Europe, Latin America and Australia. Because of this growth, Shutterfly has reduced production costs as well as leveraged creative formats for all regions.

Overall, the company has seen a 20-40% increase in customer response rates and incremental revenue as a result of direct market material being put in customers’ hands within 1-3 days of their initial purchase.