Capita Customer Management is part of Capita, a major business outsourcing organisation delivering customer service functions for some of the UK’s best-known consumer brands, including M&S, the National Trust and William Hill.
As a leader in customer management, Capita wanted to build on its strong market position and use digital channels more effectively to engage prospects, support sales conversations and generate qualified leads.
Following the client win in 2018, we migrated website management over to our team and began a programme of ongoing website support, design and development. Alongside this, we were asked to create a stronger social media strategy and inbound marketing communications plan.
We delivered a joined-up programme of digital marketing activity, including website management, campaign landing pages, animation, paid social campaigns and social media content planning. This gave Capita Customer Management a more effective platform for reaching and engaging its target audience.
The work helped create a steady flow of qualified sales leads into the Capita Customer Management sales team, supported by campaign landing pages achieving a 15% conversion rate and a 78% increase in social engagement.
