Challenge
Hastings relied on manual processes for customer communication, leading to generic experiences, missed revenue opportunities, and increased pressure on customer service teams.
Hastings Direct is a leading UK-based insurance provider offering car, home, van, and bike insurance, serving over 3 million customers. Their vision is to provide straightforward and customer-centric services. However, manual processes limited personalisation, creating inefficiencies and customer service challenges. To address this, Hastings partnered with Massive Rocket to streamline their CRM strategy, enabling seamless automation and personalised customer interactions.
Hastings relied on manual processes for customer communications, leading to inefficiencies, generic messaging, and increased pressure on customer service teams. To resolve this, Massive Rocket automated customer engagement through Braze, eliminating the need for manual lifecycle email sends. With real-time data flowing into the CRM, segmentation became dynamic, allowing Hastings to deliver truly personalised, cross-channel messaging across email, SMS, and in-app notifications.
Hastings faced fragmented customer data, preventing a unified understanding of customer needs. Massive Rocket implemented mParticle as the Customer Data Platform (CDP) to unify data from multiple sources. This integration created a single customer view, allowing for better segmentation, accurate targeting, and personalised customer interactions. The SCV also ensured compliance, integrating claims data into Braze for automated claim-related communications, reducing customer service workload.
To improve customer engagement and retention, Massive Rocket worked with Hastings to map out and optimise customer journeys, including onboarding, pre-renewal, cross-sell, and reminders. By leveraging mParticle and Braze, Hastings launched automated campaigns that engaged users at every touchpoint. Customers now receive proactive renewal reminders, claims guidance, and tailored product recommendations, improving retention and reducing churn.
By automating lifecycle campaigns in Braze, Hastings eliminated time-consuming manual email sends. This enabled real-time segmentation and dynamic personalisation, ensuring customers received relevant, timely messages across channels, including email, SMS, and in-app notifications.
With better segmentation and automation, Hastings significantly improved campaign performance and customer retention. Key results included:
By leveraging personalized engagement and cross-selling, RTL+ set a strong foundation for subscriber expansion, positioning itself for sustained growth and profitability.
