Customer case

Client relationships management case study : Sépaq

Customized offers and customer path monitoring adapted to Sépaq’s customers

Cas client - Sépaq

Sépaq offers a wide range of activities (outdoor, hunting, fishing) and services (accommodation, food, equipment rental, shops). Through the experiences of national parks, wildlife reserves and tourist establishments, it ensures the sustainability of these exceptional natural territories and connects people to nature.

Scope
Mid-sized company

Field of activity
Crown Corporation – Travel and tourism

Scope of solution
Quebec

Project
Personalization based on purchasing behaviour

Contextualization

Optimization of the customer experience

To ensure that Sépaq is building new revenue stream, and reaching new clientele, the company requires maintaining a high level of customer experience, by constantly developing a personalized relationship with their customers.

Our mandate

Building and maintaining strong relationships

First, Sepaq wanted to develop a better relationship strategy aimed at contacts stored in their database. 

Secondly, they wanted to achieve this strategy by implementing a flexible email solution that allowed for advanced personalization for all customers and non-customers.

The purpose of the project

The desire for growth, to develop new customers and the optimization of customer relations and experience, which motivated Sépaq’s actions to develop, with Dialog Insight, a personalized and automated recovery project.

Solution implemented

Automated follow-up scenarios

Different scenarios to relaunch existing customers

Encourage re-purchase, including:

  • A reminder of the previous year’s customers who do not have a reservation for a stay to come
  • Promotional offers tailored to the reservations made to customers with the highest potential conversion
  • A post-stay message set up to propose re-booking or booking other interesting experiences
Sépaq solution 1

Optimize the customer experience with customization

A few simple but not negligible automated sending sequences have been deployed using our solution:

  • A pre-stay message set up to allow the customer to check-in online to save time on arrival and to be better supported in the preparation of his stay as well as in the booking of additional activities
  • Invitation to renew an annual subscription a few weeks before its expiry date
  • A thank-you message containing a unique promotional code after purchasing an annual subscription
Sépaq solution 2

The Dialog Insight platform allows us to enhance the customer experience and maintain our relationship marketing strategy at an excellent price-quality ratio.

Guillaume Plante, Relationship marketing manager
Société des établissements de plein air du Québec (Sépaq)

The results

This solution has a2x

higher conversion rate than the other digital marketing levers used by Sépaq

Adopt a solution adapted to your needs

Do like Sépaq, use your customer knowledge to engage your customers!

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