Sales Promotions

The Brief
Develop the micro-site for Panasonic's Viera bonus gift with purchase promotion under which they intended to give away a 'free' Wii gaming console to purchasers of selected Panasonic televisions.

• the client and the agency required real time reporting to enable them to monitor the performance of the promotion, and also track the status of certain campaign metrics to pro-actively identify issues before they arose
• the customer support team had to manage customer queries logged via the website, and work co-operatively with the fulfilment company to resolve customer issues
• the fulfilment company had to merge both offline and online records, track them through a multi-stage redemption process and deal with up to 15 exceptions to the standard process

Our Solution
Previously in 2009 (i)mobius had provided the micro-site and fufillment engine to assist Panasonic with managing two other gift with purchase promotions. As a result of user and stakeholder feedback, (i)mobius made a number of changes to the populus platform designed to:

• enable customers to look up the status of their claim via the website, including view live updates from Australia Post to track the delivery of their Wii
• send automated emails to customers as their claim moved to each stage in the redemption process
• add functionality to speed up the process of adding claim status and the associated emails and user updates as new customer scenarios present
• provide an online reporting interface to report on key metrics
• refine user workflow in the claims process to simplify the process and reduce user errors (and consequently support calls)
• develop validation sequences to automatically detect claimant fraud and possible errors during the fufillment process