Retaining customers has a profound impact on market share and profitability in the mobile telephony market. With Vodafone we recognised that the customer experience on first joining or upgrading was a major opportunity for deepening loyalty, whilst also reducing inbound call volumes by proactively addressing issues through an outbound Welcome call. We used marketing analytics to profile customers and their device usage to prioritise contact and segment offers and communications. This programme used offline communications to supplement voice communications and device communications (including the UK's first video call activity). Mixing voice, email, SMS, WAP and mail the programme generated 40% ROI in six months. As well as the good results, the award judges praised the use of smart analytics to create effective segmentation models and a tailored customer experience delivered across channels. Read more about our award winning work for Vodafone.

When Citibank wanted to set up an execution-only stockbroking system for UK private clients, they turned to SBS Direct to create a "white-lable" version of the ex-only solution they had built for Stocktrade one of the most innovative brokers in the UK. To provide an efficient and high quality service to Citibank, SBS Direct designed a series of personalised communications and a new computer system to deliver fast and effective take-on of new clients. The campaign was a great success, delivering 50% higher customer take-up with lower rejection and re-work rates than the system it replaced.