Download 1-800-Got-Junk?

IBM Commerce | IBM Marketing Cloud
1-800-Got-Junk?
Increases Customer Loyalty with Automated,
Multichannel Programs
1-800-GOT-JUNK? is a full-service junk removal company whose friendly, uniformed
drivers have set the standard for professional junk hauling and great customer service.
The company hauls away items that city garbage collectors do not typically accept,
such as old furniture, renovation debris and backyard mess. 1-800-GOT-JUNK?
provides junk removal service for residences, businesses, commercial sites and
government offices.
Marketing entirely to its existing database, 1-800-GOT-JUNK? aims to keep customers
loyal and coming back for repeat services. The company uses the IBM Marketing Cloud
platform to convert first-time buyers into loyal customers and drive significant revenue
via its automated programs.
How does 1-800-GOT-JUNK? Use IBM Marketing Cloud?
Prior to implementing IBM Marketing Cloud, the 1-800-GOT-JUNK? team’s email
program consisted of batch and blast messages with no strategy, segmentation or
customer experience in mind. Today, the company has transformed its email program
to include multiple automated programs with future plans to incorporate even more
behavior-based campaigns.
To achieve its two main goals–increased revenue and customer loyalty and retention–
the 1-800-GOT-JUNK? marketing team has implemented several automated campaigns,
including a customer loyalty program and a call center program, in addition to its regular
marketing messages.
• Customer Loyalty Program: Customers who reach a certain Net Promoter Score
are placed in a four-email, automated program that runs for 90 days. The purpose
of the program is to increase customer loyalty and retention while also generating
new leads. The messages contain organizational and recycling tips that link to the
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IBM Commerce | IBM Marketing Cloud
company blog, in addition to soft promotions. The emails also use Dynamic Content
based on the recipient’s location – either U.S. or Canada – and a social share option.
When a customer shares to social from the email, he or she receives a gift card via
direct mail, making the campaign multi-touch and multichannel.
• Call Center Program: Furthering its multichannel marketing efforts, the marketing team
at 1-800-GOT-JUNK? tested a two-month program with the company’s call center.
If a potential customer called in and did not convert, the call center agent placed the
prospect into an automated program based on the caller’s needs, including looking
at competitors or searching for a lower price. The prospect received an automated
email with a relevant customer testimonial within five minutes of hanging up.
IBM Marketing Cloud, part of the IBM Marketing Solutions portfolio, powers the
delivery of exceptional experiences for customers across the buyer journey by
leveraging customer data and behaviors, providing analytical insights and automating
relevant cross-channel interactions. The cloud-based digital marketing platform
provides email marketing, lead management and mobile engagement functionality
to inform and drive personalized interactions in real time.
To find out more, please contact us at 1-866-745-8767 or +44 20 7202 5930 and
visit ibmmarketingcloud.com/contact.
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