Back Story

One of the first video conferencing companies, PictureTel utilized real time video compression to enable face-to-face meetings to take place around the globe. Many Fortune 500 companies had worldwide sales and manufacturing networks that could now collaborate wherever engineers or managers were located. This greatly facilitated corporate communications and immediate feedback whenever or wherever it was necessary. Corporate travel in many cases could be curtailed, if not necessary, saving valuable time and money.
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The Challenge

During a quarterly meeting at the firm, the question came up in conversation concerning extended warranties and their costs. Indeed, the marketing group was not exactly sure what the parameters were during their explosive growth. After some discussion, it was discovered that there were no follow-up procedures after a sale was completed because as one engineer put "…the darn things are so good they never break down."

Results

We developed a direct mail campaign to send to all past customers who no longer had a warranty in force as well as those in the late stages of existing coverage. Since customers did not want to have these important cogs within their communications hubs out of service, our campaign was a huge success. One of our main goals had been to make sure the mailer would be opened. So interaction of the targeted consumer utilized tactile involvement in a three dimensional manner.