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C A S E S T U D Y
Boost Mobile Increased Referrals a “Spectacular” 900% With RewardStream
www.rewardstream.com
1.877.692.0040
RewardStream helped Boost Mobile turn a failing referral program into an active, high- converting community of happy customers.
Boost Mobile’s referral program was failing.
Boost Mobile, Sprint’s prepaid wireless service, created a referral program to gain qualified leads and new customers– but it wasn’t working. The Boost Customer Care Team received numerous complaints. Customers who wanted to refer others had to receive and remember a 16- digit code, which made the process difficult and discouraging. Referrals from the program were so minimal that the team was getting ready to shut down the referral program completely.
Boost Mobile turned to RewardStream to improve the customer referral experience. In a last attempt to save the Prepaid Referral Program, the Boost team surveyed their customers and learned that they wanted to refer, but found the current program too painful to use.
To boost customer referrals, they knew they needed to greatly improve the customer experience with a robust and easy- to- use interface. They also needed a powerful administrative portal to help them understand and optimize the customer referral journey. Boost Mobile’s prepaid team chose RewardStream for its:
z Easy Customer Experience: Easy to use program interfaces, and access to the referral app from any device, anywhere, anytime.
z Real- time Reporting Dashboard: Monitor a large range of metrics at- a- glance, such as visitor stats and referral impressions, actions, responses and conversions.
z 15X More Conversions: The RewardStream Refer- a- Friend software users see an 80% conversion rate on referrers–that’s 15X more than email, affiliate, site visits, or keyword searches.
RewardStream integrated the Spark™ Refer- a- Friend solution with Boost Mobile’s existing referral program.
The Spark™ product had easy steps for referrals and a status page for customers to view the stage of each referral. Spark™ was immediately a best fit for the Boost Mobile prepaid team because it provided the strong customer interface and ease of use that Boost needed:
z Email Activation: Customers can send emails through the RewardStream platform to friends instead of having to remember and send a 16- digit code.
z SMS Channel Support: Allows referrals by phone number.
z Ease of Use: The program is easy to access, understand, and use, removing barriers for customers.
z Dynamic Referral Insights: An administrative portal to view a detailed referral workflow that includes views of rewards, customer referral status and promotion success metrics.
Michelle LeeProduct Marketing Manager, Sprint Prepaid Group
2
“We had a good program, but the wrong technology. With RewardStream, we now have the great marriage of a strong offer and a good technology product.”
RewardStream delivered complete end- to- end support RewardStream delivered more than just software. Boost Mobile’s prepaid referral team valued the knowledgeable launch team, training program, dedicated monitoring, and responsive member care and credited the comprehensiveness of the ‘go- to- market’ team for the wild success of the program. Demand Metric evaluated RewardStream’s performance with Boost Mobile, and gave it 10 out of 10 ratings in training, support and maintenance.
To ensure that Boost Mobile’s new Spark™ Refer- a- Friend referral program was performing to its full potential, and generating referrals and new customers at a “spectacular” rate, RewardStream:
z Helped define program guidelines, develop effective content, and choose rewards to catalyze Boost Mobile’s target market.
z Stayed actively involved with comprehensive account management services including data monitoring and ongoing client meetings.
z Delivered detailed performance insights through ongoing program reviews.
z “Bent over backwards” to facilitate reporting so Boost Mobile could track the program.
Boost Mobile saw a 900% increase in referrals. How’s that for demand generation?
The results of the Spark™ Refer- a- Friend solution couldn’t be more clear. The comprehensive referral management system with its extensive dashboard, reporting and analytics benefited both the Boost team and their referral customers.
z Higher quality referrals: Customers can now easily refer friends and family.
z Clear customer insights: ROI and closed- loop reporting directly connect referrals to revenue generation, and measure the connection between referral, referee and promotion.
z Tangible rewards: Referees are swiftly rewarded with enticing gifts, discounts and service benefits.
z Continued customer loyalty: Satisfied customers are now active Boost Mobile advocates.
Michelle LeeProduct Marketing Manager, Sprint Prepaid Group
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“RewardStream’s turnaround times were very quick. All of their people are thoroughly professional and responsive. Documentation and support is excellent, they offer prompt follow- up on issues and questions, and their team brings us what’s new with health checks and proactive recommendations.”
ABOUT REWARDSTREAMRewardStream helps businesses grow their revenues by facilitating, tracking and rewarding referrals from existing customers that acquire new customers through the blend of marketing insight and proprietary software. The Spark™ Refer- a- Friend Program offers a combination of software, promotion and management tools for marketers to incorporate digital, mobile, and word- of- mouth referrals into their customer acquisition and brand awareness mix.
www.rewardstream.com
1.877.692.0040
http://rewardstream.com/contact-refer-a-friend-experts/
Phone: 1.877.692.0040Email: [email protected]
Talk to a RewardStream Referral Marketing Expert Today If your company is seeking a comprehensive referral marketing solution, contact RewardStream today to learn how the Spark™ Refer- a- Friend platform can help you engage and convert customers, activate employees, and mobilize brand influencers to spread the word about your great offers to friends and family.
© 2015 RewardStream | All Rights Reserved
Social engagement tools: Track engagement on Facebook, Twitter and LinkedIn.
Email Marketing:Complete with built- in templates and drip system functionality.
Voice referral capability:Complete with built- in templates and drip system functionality.
A “concierge” service: A dedicated account manager and data analyst team for proactive program analysis.
Many reward options:Coupons, gift certificates, credits, rebates, merchandise, retail gift cards and VISA reward cards.
Enterprise integrations:Connect to back- end customer call tracking systems.
