Making CRM crazy efficient (without sucking)

Bing needed help with their Pending State and Winback programs. While each program has its own goal and messaging, we came up with a single template to work with both. We started with a template design using Bing’s new brand elements. Next, we looked at customer behavioral data and segmentation to decide who got what message. Finally, we created two full “libraries” of modular tiles (one per program) and ensured any combination of tiles would be cohesive. Even though both programs are completely independent, the new design helps Bing share a highly targeted, program-specific messages in a much more efficient way.

Pending State email example

Pending State tile library

Bing | Dash

Reimagining CRM to be more effective and efficient

Bing had a problem over-communicating to customers without sharing much that was relevant. Our solution: Bing Ads Dash. This monthly email program leverages user data and an innovative dynamic tile design to share performance metrics, specific ways to optimize their campaigns and even account milestones. Each email is now more relevant and engagement skyrocketed. More importantly, this approach became the standard for all Bing email programs.

Program overview video

Monthly email example

Dash tile library

Bing | Onboarding

Creating loyal customers with a 89% lift in CTOR

Bing customers were churning at an alarming rate. Tasked with turning things around, and knowing first impressions mean everything, we revamped their Onboarding program. Initial research showed the audience was split into expert and novice users. Not wanting to alienate, we created content that could speak to each type and used our dynamic tile approach to ensure every email was worth opening. We also tracked their activity to help define their experience as they went through onboarding.  

Program overview video

Monthly email example

Onboarding tile library