Solutions provider for relationship marketing and customer value optimisation, specialised in Big Data

We chose INBOX because we were convinced by their proposed method for the implementation of our customer relationship plan, a truly progressive approach: a one day workshop to help us fix our strategic objectives for our customer relation plan was followed by an in-depth diagnostic of our clients’ behaviours and our consumers’ expectations. A complete set of operational recommendations for the short, mid and long terms was then delivered. All this was done by a team of very reactive and available experts with genuine listing skills who ensured high quality deliverables.

Getting INBOX involved was for us the best solution to resolve our problems with our Customer Relation Management. How to arrive at a relevant client segmentation, how to prevent churn, following the level of equipment of our clients, being pro-active and proposing the “right” products, providing each sales agent with an optimised contact plan, piloting the sales activity by following the sales meeting and cross-sell quota, being able to easily – automatically- extract dashboards for management …. These are the types of needs Inbox helped us address and solve at the Tunis – Kuwaiti Bank, a retail bank for individuals, professionals and enterprise clients. Inbox’s expertise, as well as the flexibility and portability of their solutions allowed us to significantly increase our commercial efficiency. Today, we know a lot more about our clients and we have become much better at detecting and transforming all our sales opportunities.

For me, INBOX represents the ideal compromise between the necessary abstractions needed for customer intelligence missions and the enormous quantity of data to treat, using ever more refined techniques and combining this with a pragmatic, ‘terrain’-based approach which never loses sight of the concrete business goals. The project was ‘made easy’ for us by Inbox and their very reactive – and proactive- team, always aiming to facilitate their clients’ life.

At first, we were interested in INBOX because of their knowledge and understanding of the specifics of the charity sector. As our relationship developed, we also appreciated the proximity and availability of their motivated team and their professional tools and methods, which were customised to our needs.

INBOX has been accompanying us for 2 years with the development and implementation of an analytical CRM solution. They work on many different missions for us, ranging from the calculation of scores to the training of our staff. Their analytical CRM expertise is systematically completed by operational support on the implementation side and always adapted to our banking sector.

INBOX accompanies us on a daily basis with the development of our CRM and Data projects. They combine technical expertise (data management and enrichment, reporting ...) and business experience in the media world, which makes them the ideal partner to allow us to progress rigorously and pragmatically on our client strategy, without losing the ability to measure results at every step of the way. The ‘human factor’, an integral part of Inbox’s DNA, is also one of the key success factors of our projects with them. The Inbox and Le Figaro teams have developed truly rich and strong human relationships.

INBOX has been managing our subscribers’ database for 3 years and provides us with subscription reporting. Last year, we decided to trust Inbox with the construction of the customer database for the whole of Les Echos Group. We chose them for their data expertise, their quick understanding of our different businesses, their flexibility and capacity to work in project mode with all our teams. The project was successfully executed and delivered respecting the agreed deadline. Today, Inbox accompanies us with the analysis of our clients’ behaviour, both to develop more in depth customer knowledge and to optimise our marketing actions.

« I know my clients very well, I do not need to write everything down, a paper agenda is more practical, …”. We all know our clients! INBOX allowed us to enter into a new era of customer knowledge. The implementation of Reflex-CVM required an important phase of change management. Change and adopting new ways of working, however beneficial, need a continued ‘conviction’ effort over time. To encourage the use of the new tool internally, we have integrated Reflex performance indicators in our objectives’ dashboard and in the job matrix of our sales teams (including our Agency Directors). The development of our customer knowledge allowed us to better define our client policy: “to be a bank close to its clients, offering a personalised service to everyone”. We still continue our developments so that the Reflex-CVM tool will become totally integrated in the strategy of the Mascareignes Bank. The availability and flexibility of the Inbox team on this integration project will greatly facilitate the work for us.

INBOX indeed delivers « much more than results » because they truly listen and understand the context in which a project must be integrated in order to optimise commercial action plans in the most efficient and relevant way. The reactivity of their team combined with these listening skills and the flexibility of their software solutions are very conducive to a true co-creation environment during development projects for tools such as client segmentation. Their dynamic user interface and the implementation of efficient end-customer interactions and services ensure that Inbox will continue to differentiate its positioning from more conventional solutions.

I am very proud to have realised an ambitious project with INBOX: to create, for the BFM Business observatory, the world’s first barometer of the economic climate based on ‘mood measurements’ on social networks. The objective? Disposing of the most advanced indicator to identify reversals of activity (because news always appears first on social networks). Mission accomplished: the « social Ecorama » was the first indicator to announce the end of the recession in France as of mid-May 2013.

The collaboration between Rouge Gorge and Inbox started in 2009. They accompany us both on strategy and on the operational side with the continuous objective to improve our customer knowledge. In 2016, we simplified our existing RFA segmentation to make it more understandable and to have it adopted throughout the company. We have completed it with a “promo-phobia / promo-philia” segmentation to have better insight into our clients’ preferences for new collections or discounts. Finally, we have just finished the implementation of a “Product Style” segmentation allowing us to better understand the preferred style of each client. The combination of these 3 segmentations will help us to personalise our communications and optimise our ROI.