Vivint Smart Home Brings DigitalIntelligence to Direct Mail with TMA®

The Challenge

Vivint Smart Home, creators of simple, affordable smart home solutions, were sending welcome letters to their new customers - about 250,000 each year. This is part of Vivint’s excellent customer experience, but it was expensive. The company wanted to make their direct mail campaign smarter and reduce waste by only sending a printed welcome letter to customers without an email address and reaching out digitally when possible. Vivint also wanted to make its direct mail outreach happen automatically, eliminating the need for employees to tackle mail merges and work with direct mail distributors.

The Solution

Tiffany Compton, Senior Manager of Customer Experience Marketing for Vivint Smart Home, had met with PFL several times at Connections while researching a direct mail solution. Compton found Tactile Marketing Automation® was the perfect

fit: it lived completely inside of Salesforce Marketing Cloud, made adding and configuring direct mail a drag-and-drop solution, and most

importantly, PFL implemented the solution with a rapid turnaround.

The welcome letter was personalized using data from Salesforce Marketing Cloud. Date, customer contact info, account number, monthly payment and date of payment were all populated automatically by TMA or seamless personalization.

Tactile MarketingAutomation®

SwagIQ®

Pro

Personal MarketingCenter™

Case Study

www.PFL.com | 800-930-5088 inquire@pfl.com

TMA helps us send direct mail intelligently. Now direct mail is sent and tracked through Salesforce Marketing Cloud, streamlining operations, saving

money and delivering a world-class customer experience.

www.PFL.com800-930-5088 | inquire@pfl.com

ABOUT VIVINTVivint Smart Home is the leading provider of smart home services in North America. Vivint delivers an integrated smart home system with in-home consultation, professional installation and support delivered by its Smart Home Pros, as well as 24-7 customer care and monitoring. Dedicated to redefining the home experience with intelligent products and services, Vivint serves more than one million customers.

ABOUT PFLPFL is a marketing technology company that provides sales enablement and marketing automation solutions, as well as printing, mailing, and fulfillment services. SwagIQ® helps you break through the clutter and engage your audience with real stuff. Use SwagIQ to send branded items, client or prospecting gifts, marketing collateral and more right from Salesforce.

The Results

Being smarter about sending direct mail, as well as streamlining workflow and processes with TMA, has helped Compton realize a 98% savings in print costs. Vivint can now reallocate this savings to other areas of marketing.

But this is just the tip of the iceberg - automated direct mail and easily segmented lists are just the start of what TMA can do with Journey Builder. Compton was inspired by TMA’s ease of use and started developing future use cases.

Billing NotificationsCustomers with an outstanding balance on their account can now be directed to Vivint’s Account Center website to square up on their bill. Financial hardship letters can be added into campaigns tailored for delinquent accounts and with TMA’s easy-to-use personalization features, the letters will be sure to drive the message home.

TMA keeps Vivint legally compliant as well, making sure billing notifications are sent in time.

Referral CampaignsReferrals are a powerful way to drive leads and thoughtful campaigns can increase customer advocacy as well. Vivint will use TMA to automatically print large format postcards that include perforated referral codes set to automatically send with a corresponding email. By using different codes, Vivint can track response rates.

Welcome to the Vivint Smart Home family!

We are excited to have you as a Vivint Smart Home customer. Thank you for trusting us with your home and family! We have started our 24 x 7 x 365 monitoring of your Vivint system, and once you download your Vivint Smart Home

app, you will be able to access to your home from anywhere.

Below you will find your account billing information as well as some resources to help you with your system and your account. Account Information

Resources · Download the app: vivint.com/sky-app-download · Check your account : vivint.sky.com · Get help: support.vivint.com

Thank you for choosing us as your smart home provider and for being a valued member of the Vivint Smart Home family. Sincerely, The Vivint Smart Home Team support.vivint.com

February 15, 2017

Dear Jane,

Contact us.customersupport@vivint.com(800) 216-5232

Visit us online.vivint.com

• Account number: xxxx• Montly payment: xxxx• Date of payment: xxxx

4931 North 300 West, Provo, UT 84604Vivint.com