The Challenge

A leading debt management and recovery solutions provider sought to better engage with its consumers through a more cost-effective method. The company primarily relied on traditional paper mail for consumer engagement, a method that proved to be not only costly but also heavily restricted by federal and national law in terms of frequency and types of touchpoints.

Our Approach

Over a four-month period, Infoedge mobilized an entirely new subsidiary, transforming it from a proof of concept to a fully operational and legal entity. This process encompassed four key work streams: product development, operations, marketing, and partnerships.

In product development, infoedge oversaw the creation and user experience design of a web portal and mobile app. These platforms served as a more accessible and convenient communication channel, setting the stage for a new online marketplace offering earning potential, saving tools, financial know-how, and volunteer opportunities.

In terms of operations, infoedge led domestic pilot programs and hosted account manager trainings, laying the groundwork for an international launch. Meanwhile, infoedge managed all marketing efforts, designing collateral, and overseeing social, digital, and content marketing initiatives.

infoedge also built partnerships, identifying tailored consumer offerings and managing the onboarding of eight partners into the new marketplace.

Key Insights

The project yielded several important insights, primarily recognizing the efficacy of digital marketing as a preferred communication method due to its accessibility and convenience. infoedge discovered that a conversion typically requires 7-10 touchpoints and minimal steps, with content marketing enhancing ‘stickiness’ or consumer engagement.

Through consumer research, such as creating consumer personas and A/B testing, infoedge was able to better tailor offers to meet consumer needs. Moreover, it was found that both intrinsic and extrinsic motivators were needed to acquire leads and secure workforce buy-in.

The Outcome

infoedge successfully operationalized a comprehensive digital strategy, replacing the company’s costly reliance on traditional mail with a new digital marketing platform and electronic communication channels. This strategy allowed the company to engage with consumers more effectively and at a much lower cost. Additionally, Infoedge implemented processes for ongoing engagement based on consumer needs, speeding up the consumer road to recovery.

Conclusion

This case study demonstrates infoedge’s proficiency in rapidly operationalizing digital strategies, transforming traditional processes, and leveraging digital tools for more efficient, cost-effective consumer engagement. The breadth and depth of infoedge’s services, ranging from product development to marketing and partnerships, have been instrumental in bringing about significant operational improvements and insights into consumer engagement strategies.