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Aug 22, 2018, 15:44 PM
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Zach Nelson
This insurance brand is a leading provider of property and casualty insurance that prides itself on providing superior customer service. The company had built an effective customer acquisition model through its large network of affinity partners, but rapid and revolutionary changes in the property and casualty (P&C) insurance category were making this model increasingly difficult to sustain.
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Aug 16, 2018, 15:44 PM
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None
Originally founded in the United Kingdom, this payment processing giant expanded its footprint into the United States. The brand’s unique offering benefits customers beyond basic payment processing and provides insights that can help customers grow their businesses. Their complex story had to be told in such a way that would garner optimal results for the U.S.-based operation.
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Aug 9, 2018, 15:44 PM
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None
A pioneer in the wealth management industry has as their business a wide range of services including retirement, education funding, investment, planning and insurance to individuals, families and businesses.
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Jul 16, 2018, 15:44 PM
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None
The dealership network of a major import automotive brand was losing after-sales revenue, an extremely important part of the dealership's overall profitability.
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Jun 14, 2018, 15:44 PM
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None
Enrollment continues to increase at this five-campus community college, and so has the need for student support services. With each new academic year comes predictable spikes in student information requests concerning enrollment, financial aid, and general information about student life. Student inquires of up to four times the typical need can easily stress student support staff to the limits.
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Apr 24, 2018, 15:44 PM
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None
This retail company needed a better way to navigate the United States Postal Service, they partnered with Harte Hanks to ensure its promotional mail arrived in homes at the desired time. Considering that postage can account for as much as 50% of the cost of a direct mail campaign, the retailer also sought to find postage savings.
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Apr 20, 2018, 15:44 PM
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None
This “Create-It-Yourself Superstore” relies heavily on repeat sales to their most loyal customers, promoted through monthly direct mailings of 8 million color circulars with time-sensitive coupons. However, 15% of the mail pieces were arriving at the customers’ homes late, significantly reducing the impact of the promotions.
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Mar 13, 2018, 15:44 PM
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None
A major technology company was interested in recognizing and capturing business change indicators related to their offerings. These include news items such as when, or if, a business is hiring, moving, expanding or receiving investments. Often, this type of information is stored in a wealth of unstructured data on public websites.
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Mar 1, 2018, 14:44 PM
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None
A company in the pet care industry was shipping a high volume of samples to consumers, veterinarians, breeders, retailers and shelters. They uncovered that their existing data files contained abnormally high address problems which were driving up failed delivery attempts and increasing cost of shipping—causing the company to lose both money and product.
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Mar 1, 2018, 14:44 PM
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None
A consumer packaged goods brand in the skincare industry was losing money and opportunities because of incorrect or bad mailing addresses stored in their data files.
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Feb 22, 2018, 14:44 PM
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None
Harte Hanks managed the printing of sales collateral and point-of presence (POP) displays, conducted sales training, procured promotional items, completed kit assembly, and distributed over 2,500 complex launch kits.
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Feb 2, 2018, 14:44 PM
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None
This pharmaceutical brand produces a leading drug that treats a chronic disease. The company identified an opportunity to provide patient support tailored to the needs of each individual living with this disease. The objective was to provide a personalized, human-based approach to support that could scale to a global level in order to improve patients’ personal outcomes and empower them to live their lives to the fullest.
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Feb 1, 2018, 14:44 PM
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None
Marketing automation is more than the latest corporate buzzword. It’s a powerful strategy and tool that allows companies to nurture prospects with highly personalized, useful content. It helps convert prospects into customers, and customers into brand ambassadors.
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Jan 2, 2018, 16:33 PM
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Nicole Bump
If you’re producing and mailing marketing collateral, it’s probably costing you a decent chunk of change. From print costs to postage, direct mail can be costly. But with the right industry know-how, you can optimize direct mail pieces, reducing costs through efforts like envelope changes, switching up the mail schedule and ensuring optimal postal discounts.
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Dec 14, 2017, 14:44 PM
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None
In the highly competitive banking industry, regional banks face enormous challenges without the benefit of huge marketing budgets and resources that national banks enjoy. To remain profitable in a highly-connected era, this regional bank realized they had to adapt to customer needs in more relevant ways—both quickly and cost effectively.
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Dec 11, 2017, 14:44 PM
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None
A well-known semiconductor manufacturer was using a print-and-distribute model, printing a large number of materials to be shipped to fulfillment operations in Europe, Southeast Asia and North America.
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Dec 8, 2017, 10:44 AM
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Matt Pollock
We have an information security client that was drowning in their own success. They're total rock stars in their field. They were seeing wild growth, but they were being stretched thin because of this growth. This presented an issue where members of their team were forced to take on responsibilities above and beyond their capabilities—involving their mail, distribution and trade show presence (among others).
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Nov 22, 2017, 14:44 PM
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None
Based in the United Kingdom, this payment processing giant expanded their footprint into the United States. The brand’s unique offering benefits customers beyond basic payment processing and provides insights that can help customers grow their businesses. However, their story is complex and must be told in such a way that will garner optimal results for the US-based operation.
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Nov 22, 2017, 14:44 PM
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None
In the early 2000’s, this global technology leader relied on marketing staff spread across multiple centers in Europe for its campaign execution. Services were delivered at a non-standardized, regional level with little to no reporting or management structure in place.
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Oct 20, 2017, 15:44 PM
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None
By implementing the Customer Engagement Hub, this technology company sought to connect data and systems to deliver successful onboarding at scale.
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Oct 20, 2017, 15:44 PM
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None
Customers in all industries now demand relevant, personal communications and exceptional customer experiences—financial services is no exception. Bank of America knew it needed to connect with its massive client base in more relevant ways, not only to maintain existing clients, but also to cross-sell and add value.
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Oct 16, 2017, 15:44 PM
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None
Take an increasingly competitive and pressurized global market for technology products. Add constantly evolving buyer behavior, and then factor in social media’s growing influence on buying decisions. These trends represent remarkable opportunities provided you have the right tools and insights.
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Oct 2, 2017, 15:44 PM
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None
An international oil and gas company was contracting with a large number of vendors to provide print, fulfillment and call center functions to support marketing fuels, lubricants and specialty lines of business. Internal management time, effort and cost to coordinate these operations became unsustainable.
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Sep 19, 2017, 15:44 PM
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None
A global, top-ten semiconductor manufacturer sells parts for computers, mobile phones, and other devices. Historically, the company relied on distributors to sell small- and medium-sized customers and fielded direct sales teams for large accounts. All sales orders were fulfilled by a global network of independent distributors.
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Sep 18, 2017, 15:44 PM
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None
A long-standing leader in the office equipment and business services industry historically used a decentralized approach to marketing. Each global region had its own marketing organization and was independently accountable for most of the company’s market planning and execution. This approach was highly responsive to local markets and customer needs.
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Aug 29, 2017, 15:44 PM
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None
A Fortune 100 retailer decided to discontinue tobacco sales to reflect its health-conscious brand values. While the change gave the brand social clout, this retailer now needed to fill a $1.5B gap from lost tobacco sales and lost impulse purchases from tobacco customers. Episodic marketing campaigns based on static data weren’t going to cut it.
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Aug 23, 2017, 15:44 PM
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None
Panasonic Business was working with five different agencies in five different countries across Europe to generate leads for its 11 product lines. Each agency had different marketing systems, different levels of selling skills, and of course, different languages. Results in terms of quality and quantity of leads was uneven. Panasonic found it overly complicated to manage all five agency relationships.
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Aug 18, 2017, 15:44 PM
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None
Significant and varied marketplace disruptions were creating challenges for one of the world’s most innovative and enduring brands. Smartphones and content streaming were eating into this consumer brand’s sales of core product lines like cameras, stereo systems and music players, camcorders, and even TVs. The shift away from physical storefronts, and the rise of dominant online sellers like Amazon, added to the challenge of connecting with customers.
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Aug 17, 2017, 15:44 PM
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None
A U.S.-based technology company was facing increased pressure from competitors stealing market share from their flagship product. Relying primarily on a marketing automation tool to deliver leads to reps, campaign performance was steadily declining.
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Jul 5, 2017, 15:44 PM
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None
This San Francisco-based technology company provides tools to develop and test native mobile applications. Their systems could see customer behavior in the usage analytics platform, but it was hard to tie behavioral data to an individual customer. It was even harder to personalize communications at scale based on what a customer did or didn’t do. It was therefore a big challenge to reengage customers that had abandoned their carts.
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May 16, 2017, 15:44 PM
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None
This luxury auto manufacturer had a new vision of a more connected consumer experience that would meet buyers where they are across the customer journey. Initially rolling out across two European markets, they needed a partner to connect all internal silos and champion customer centricity.
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Mar 31, 2017, 15:44 PM
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None
An online leader in luxury retail consignment earned $100M in its first year (2014), with plans to reach $1B by 2019. To fuel this ambitious growth, the company must continuously expand its membership of customers, who consign their high-end products for resale to other buyers.
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Mar 20, 2017, 15:44 PM
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None
A leading consumer electronics brand offers several rewards programs for their customers each year. However, the vendor helping this brand with ordering and fulfillment of these reward orders was taking weeks to validate and deliver items to the consumers—which feels like forever! In addition, the company didn’t offer email or chat support when customers wanted to check up on their reward status.
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Mar 16, 2017, 15:44 PM
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None
In 2015, a leading health insurance provider began selling Medicare Advantage (MA) plans and quickly became the state’s top provider of these plans. Due to the dramatic increase in call volume for both MA and under-65, Affordable Care Act (ACA) plans, the insurance provider needed a contact center that could provide a better customer experience, while meeting all regulatory requirements.
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Mar 16, 2017, 15:44 PM
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None
A prominent quick service restaurant (QSR) had a legacy contact center vendor whose agents serviced many other QSR’s just like them. They needed to design and enable a better overall support experience for their customers consistent across locations.
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Mar 16, 2017, 15:44 PM
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None
A professional sports league streams its games to a variety of connected devices, which means a variety of customer support requests. Its contact center struggled to resolve customer issues with consistent responses because its agents had to work with several outdated, disparate technologies.
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Mar 16, 2017, 15:44 PM
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None
As a leading global provider of fleet cards, FLEETCOR serves over 500,000 commercial accounts with millions of cardholders across the United States, Canada, Mexico, Europe, Africa and Asia. The company has achieved significant growth by acquisition in international markets
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Sep 22, 2016, 15:44 PM
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None
The digital landscape has grown prolifically over the past decade. Today, social media is ingrained in people’s daily lives with consumers using social platforms to share their experiences and opinions – often about brands and products.
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Sep 22, 2016, 15:44 PM
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None
A leading international technology corporation selected Harte Hanks to develop and implement a visionary social selling model to help seize opportunities presented by social media’s growing influence on buyers. By leveraging the right tools and insights they were able to better interact with buyers across online channels in order to drive lead-generation.
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Aug 26, 2016, 15:44 PM
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None
MVMT, an ecommerce company selling minimalist men’s and women’s watches sought to optimize performance across all viable digital channels while rapidly scaling conversions.
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Aug 26, 2016, 15:44 PM
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None
The CEO of a niche internet retailer met with Harte Hanks to discuss customer acquisition costs. The retailer’s largest budget line item – bigger than payroll, was Internet advertising. The cost-per-lead threatened profitability and was not sustainable, but the CEO felt he had few options and little leverage with his suppliers.
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Aug 26, 2016, 15:44 PM
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None
The Grommet is a product-launch platform in the form of a highly curated online marketplace, for products by Makers that haven’t hit the big-time yet. At noon ET every weekday, they share a new product’s story and make it available for purchase on the site.
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May 10, 2016, 15:44 PM
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None
A large consumer electronics manufacturer was caught off guard by a customer complaint that went viral on social media. While responding to this trending issue, the company realized it should have a more strategic presence in social communities.
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May 10, 2016, 15:44 PM
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None
A large entertainment provider was launching a subscription service to offer their live events online. A big portion of the millions of customers that had previously purchased each event on cable or satellite would now be purchasing a subscription to stream online. The organization needed a contact center partner that could quickly scale to handle all customer inquiries, including billing, product and technical support. The
partner also needed to provide customer support across multiple channels, including phone, email, chat and social, ensuring that each subscriber could properly stream the event on their device-of-choice and was satisfied with the service.
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Dec 3, 2015, 11:43 AM
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None
The challenge for any brand is to break through the clutter and keep online communities engaged through authentic communication— particularly at pivotal moments like a flagship product launch. The Galaxy Note 4 was launched in 2014 and had been praised by the tech press for its great productivity features, which Samsung
had promoted across the vast network of its global marketing efforts.
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Nov 24, 2015, 14:44 PM
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None
How do you enable customers to seamlessly shift from traditional to new entertainment services? How do you control the flood of consumer purchases and inquiries on a new online platform? In 2014, a major entertainment provider faced these challenges as they launched a new online subscription service.
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Nov 20, 2015, 14:44 PM
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None
The strategic consumer relationship program, which married data analytics and insights
with creative content, increased patient adherence and treatment success, and converted
patients into brand advocates.
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