Objectives & Approach
Aflac, an insurance company, wanted a more efficient and effective way to follow up on calls from prospects.
They targeted 1,500 payroll accounts, who were gathered from the call centre database.
Each caller was sent a “thank you” postcard, including the name of the servicing associate that would be contacting the customer
A personalised full colour 5.5 x 8.5 inch postcard was mailed within a week following an initial contact, including the customer name and address; personal message and photograph from the customer service specialist; name of the field force representative; and name and phone number of the servicing associate.
Informal surveys returned extremely positive customer and field associate feedback.
Aflac expects the program to have a positive impact on sales by building customer relationships and demonstrating the company’s commitment to its customers.
The campaign was also declared an effective and efficient way to follow up on calls.