Securex has more than 92,000 member companies, 150,000 self-employed individuals, and 5,000 partners. To provide its customers with the best possible service, Securex offers an overview of key KPIs, showing how well each customer performs against similar organizations and how their performance has changed over time.

Securex serves a wide range of clients, from small businesses to large organizations. With such a diverse client base, it was a challenge to develop a uniform yet personalized system capable of monitoring relevant KPIs and responding to them. The key questions we wanted to answer were:

• Automated Alerts: How can we develop a system that automatically identifies key KPIs and sends alerts to the relevant stakeholders?
• Targeted advice: Once identified, how can we provide targeted and actionable advice tailored to each client’s specific KPIs?
• Delivery method: What is the most effective way to deliver this advice to clients so that it has the greatest impact and is actually noticed and used?

At Starfish, we professionally managed the project’s progress by establishing an internal steering committee. This committee comprised a diverse group of internal stakeholders (HR, sales, management, market intelligence, consulting, etc.) so that we could ensure every major step taken in the project was fully aligned with Securex’s internal operations.

The project proceeded in three major phases:

1. Exploratory data analysis: In this phase, we focused on collecting and cleaning the data. We conducted an in-depth analysis to compare clients’ labor costs with those of a reference group. This helped us understand which factors, such as gross wages and absenteeism, could influence labor costs. These factors helped us determine the call to action.
2. Preliminary Study: Before launching the final campaign, we conducted a preliminary study in which we sent test emails to a select group of clients. The Securex team followed up with phone interviews to gather qualitative feedback, which enabled us to further refine the project.
3. Final campaign and impact measurement: In the final phase, we rolled out the email campaign to the final selection of companies. We measured the impact using hard metrics such as email open rate and click-through rate. This data was then analyzed to gather insights for future, similar projects.

The project with Securex was a resounding success and achieved key objectives that improved customer engagement and the effectiveness of communication. For example, the email campaign significantly exceeded industry standards, and customer feedback was overwhelmingly positive, demonstrating that the content was relevant and valuable to Securex’s customers. The project has yielded valuable insights and best practices that can be applied to future projects.

Would you like to learn more, or does our approach sound like the perfect solution for your organization? Feel free to contact us!