Massive Rocket helped us future-proof our business and accelerate our transition from manual to automated customer engagement. We are truly excited about the impact this will have on our Customer Lifetime Value.
Hastings Direct, a leading UK insurance provider serving over 3 million customers, is committed to delivering straightforward, customer-centric services. However, manual communication processes limited personalization and created inefficiencies, putting strain on customer service teams. To overcome these challenges, Hastings partnered with Massive Rocket to streamline its CRM strategy and enable seamless automation and personalized customer interactions.
Massive Rocket focused on transforming Hastings’ manual workflows into automated, data-driven processes. The approach included:
The execution centered on three key areas:
Automation of Customer Engagement
Manual email sends were replaced by automated lifecycle campaigns in Braze, enabling real-time segmentation and personalized messaging across email, SMS, and in-app notifications.
Data Unification and Compliance
mParticle unified customer data from multiple sources, creating a single customer view that improved targeting accuracy and compliance. Claims data integration allowed proactive, automated claim communications, reducing customer service workload.
Lifecycle Campaign Optimization
Hastings launched automated campaigns covering onboarding, pre-renewal, cross-sell, and reminders, delivering timely and relevant messages that enhanced customer engagement and retention.
Hastings Direct’s CRM transformation yielded significant results:
This strategic automation and data unification empowered Hastings to deliver more relevant customer experiences while improving operational efficiency.
