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Database Group – Beyond data


Our long term vision
Database Group is a customer data company that is committed to delivering
value added solutions for our clients. As a customer data company, we’ve
focussed on making the most effective use of clients’ own data, coupled with
market data, through which to achieve their prioritised objectives. This
requires a balance between technologies, data, insight and knowledge of
clients own internal capabilities. We will remain data and technology agnostic
with the stated belief that this will deliver the most objective, unbiased and
best in class solutions for our clients.

Our strategy is to retain a strong customer focus whilst remaining channel
independent and the businesses commitment to e-mail, SMS and recently RSS
based capabilities is strong evidence of this.

We aim to focus on those aspects of the CRM process that we can confidently
and with experience deliver to offer an integrated CRM experience for our
clients.

We’re also leading the way in pioneering real-time integration between on-
line and offline activity, understanding web and store behaviour and triggering
differentiated campaigns at customers based on this behaviour.

Looking forward, our most important asset is our people – ultimately the real
differentiator that we have . As a business we have set our sights on delivering
the strongest service proposition ,which is why so many clients have been with
us for well over 15 years.




                                                                                   Beyond Data you find growth
“AXA Sun Life Direct works with a large number of
                                                           partner organisations and we need Database
                                                           Group to be able to match and run suppressions
                                                           against large volumes of supplied data on an almost
                                                           daily basis. Maintaining data integrity, accuracy and
                                                           speed are our critical service criteria. We have
                                                           built a strong working relationship over the years and
                                                           we continue to be satisfied that Database
                                                           Group has the expertise and flexibility to provide the
                                                           quality of service we expect.”
                                                           David Gay, Head of Consumer Insight,
                                                           Axa Sun Life Direct


What we do
Over 40 years we have developed a wide range of data related skills and
expertise in house all directly linked to the management and visualisation of
customer data. The services we deliver combine to deliver a range of marketing
services that allow businesses to access their data in a way that suits specific
marketing and customer needs. Key to our ability to deliver ‘best in class’
marketing services is our data and technology independence. This position
allows us to review all of the tools and technologies in the market to
recommend and deploy the most relevant options possible. Our services cover
database development, hosting, e-mail marketing, analytics, campaign
management, reporting, loyalty and automated data solutions.




                                                                                     Beyond Data you find growth
Solution philosophy
The aggregation and centralisation of data sits at the heart of what we deliver.
We use our expertise to aggregate a range of data sources from web to MMS to
email and EPOS into a consolidated, multichannel single customer view. We do
this through the data ‘Gateway’ – which consumes data from any source
securely and quickly. From here we create the ‘Knowledge Studio’ where all data
is held in a ‘star schema’ structure that delivers robust and fast access to the
data for reporting and marketing access - all within a single platform with real-
time connectivity with the knowledge studio to inform and refine marketing
activities.



                                          CRM/Camp
                                          Management

                                              Insight


              Knowledge                  Web marketing
 Gateway




                Studio                    & Analytics
                                                                   Results




              Multi channel
                 Single                       Loyalty
               Customer
                 View                         Email

                                             Sales
                                          Management

                                         Reporting suite



                                                                                    Beyond Data you find growth
“We have been extremely pleased with the way that
                                                          this program has performed. Because we are only
                                                          paying for qualified leads, it has been extremely
                                                          effective from an ROI perspective.“
                                                          Jess Morgan, Travelbag Marketing Manager




Integrated email solution
Our email marketing division, Database Group Interactive (DbGi), has developed
expertise and become specialists in email marketing solutions. We currently
broadcast over 60 million emails each month and have a strong reputation for
deliverability, through relationships with many of the leading Internet Service
Providers. As an Email Service Provider (ESP) we operate ECOS™, our proprietary
e-campaign package, on a managed and self managed basis. We are industry
leaders in the use of dynamic content, believing that personalisation should
embrace the entire email and not the salutation.
Integration between email and other marketing channels, creating a single
customer view that takes learning’s from all possible channels to maximise
performance and building success for our clients is our primary focus.
We recognise that email broadcasting goes way beyond the transmission and
requires detailed planning which is why we apply our ‘π ’ framework . The
framework covers an ongoing cycle using our wealth of industry experience to
assist our clients with the planning, preparation, production, and performance
analysis of their campaigns.
Our Pi Framework




                                                                                  Beyond Data you find growth
Integrated email services
Our email solution offers many component services to our clients from visual
email creation through to robust and detailed reporting beyond the usual open,
click through and bounce rates. Clients choose us for their email marketing
needs because they are looking for a solution that will provide real benefits and
gives them complete peace of mind:

 ✓  Web-based application,                 ✓  ECOS™ dynamic content allows
 accessible from virtually anywhere        personalisation, which has been
 with connection to the Internet           proven to improve response rates

 ✓ Quick and easy to set up email          ✓  Only UK ESP to offer ePIC , a
 campaigns with full campaign              revolutionary graphic
 management facilities                     personalisation tool which provides
                                           personalisation in the creative itself
 ✓  Detailed reporting function with
 easy to understand graphics that          ✓  UK partner and authorised
 deliver real insight                      reseller of Return Path, the leading
                                           global provider of email sender
 ✓ Pre-broadcast testing including         reputation data
 email rendering, content validation
 and inbox delivery testing to over 50     ✓  UK’s leading provider of Sender
 major ISPs                                Score Certified consultancy
                                           programs which means clients
 ✓ Spam filter testing for 10 of the       benefit from;.
 world’s major filter vendors
                                             Automatic enablement of email
 ✓   Built in FTP suite to allow uploads   images for a number of ISPs
 of images                                   Reduced ISP throttling restrictions
                                             Increase in email responses rates
 ✓  Creative development - use             by between 25%-40%
 predefined templates or we’ll help
 you create own                            ✓  Integration with all other channels
                                           to create composite intelligence that
                                           maximises campaign responsiveness

                                                                                    Beyond Data you find growth
“Database Group has understood the need for us to
                                                           constantly demonstrate to the broader Renault
                                                           business the value of our marketing activity and has
                                                           worked with us to put in place reporting which
                                                           provides both comprehensive and actionable business
                                                           insight.
                                                           We have developed close working relationships with
                                                           all of our Database Group team members and
                                                           appreciate the genuine commitment they show to our
                                                           business.”
                                                           Christine Didelot, Marketing Database
                                                           and loyalty Programmes Renault UK


Solution benefits – take 1
We let our actions speak for themselves and here are some comments
from our clients on how we’ve performed and delivered ‘Beyond Data’
for them.




 The challenge
 We were tasked with creating a centralised multichannel single customer view
 to enable:

 • Full contact history to be maintained
 • Centralisation of data from numerous suppliers
 • Updating and tracking changes to customer attributes during the sales cycle
 • Developing campaigns to support the retention, strategic, tactical and dealer
 activities, as well as supporting dealers with live leads for both prospect and
 research purposes
 • Creating a reporting universe which gives RUK access to detailed reports,
 forecasts and analysis
 • Selling more cars

 The solution
 We designed and built a flexible database to meet RUK requirements, whilst
 also allowing for scalability to cater for necessary future development. Since
 its inception, 3 additional databases have been integrated spanning the web,
 fleet and parts and RUK are able to send 10 times as many campaigns today
 compared with their 2002 capabilities, 80% of which are totally automated
 and trigger activated.

                                                                                    Beyond Data you find growth
Solution benefits – take 2




Center Parcs revolutionised the holiday market in Holland over 30 years ago
and did the same in the UK when it opened its first village at Sherwood
Forest in July 1987, offering short break holidays on a year round basis.

The challenge
We developed a database for Center Parcs in 2006 with the aim of creating a
single customer view to drive marketing analysis.
The database holds information on hundreds of different variables that
capture data on their customers from bookings to on-village activities and
allows tagging with customer classification reports.
With the database in place there was an additional need to understand the
customer and their related activities in more detail, including;
• Campaign reporting,
• Customers trends,
• Site performance and drive times
• Customer behaviours and profiles

The Benefits
• Campaign reporting portal
• Consolidated marketing data warehouse
• Segmentation applied to targeted customer propositions
• Optimised marketing costs and control
                                                                              Beyond Data you find growth
“DbG and DbGi have delivered an extremely
                                                         successful, innovative series of email activities. We
                                                         love the dynamic imagery, which we believe plays a
                                                         major role in helping us communicate our brand within
                                                         an increasingly competitive marketplace. In terms of
                                                         responsiveness, enquiries, and competition entries, the
                                                         results have exceeded our expectations.”
                                                         Caroline Hitchen, Brand Manager,
                                                         One North East.




Email solution




 One NorthEast (ONE) is the Regional Development Agency (RDA) covering
 North East England – Northumberland, Tyne & Wear, County Durham, Tees
 Valley

 The challenge
 We were tasked with helping ONE to produce a campaign to increase
 response rates for autumn holiday offers in the North East of England and to
 assist in capture accurate data. The creation of a data warehouse enabled
 ONE to;
 • Capture data from brochure requests, competition and coupon entries
 • Provide live Flexible Web Forms that could be accessed by the general
 public and the Contact Centre.
 • Improve targeting of customers and prospects
 We ensured the names and email address were accurate using specialist
 processing tools. To increase the response rate for the campaign we used e-
 PIC to promote the picturesque landscapes in the North East and add graphic
 personalisation (writing in the sand) to the email, using the recipients name.
 Our strategy was to spread the campaign over 4 days to warm up the ISPs to
 prevent the mailing from being blocked.

 The Benefits
 • Average delivery rates of 93%
 • 55% higher open rates for personalised emails than non personalised
 • 130% higher click through rates
 • Approximately 40,000 contacts generated, over 1,030 booking enquiries
 and 1,515 competition entries
                                                                                   Beyond Data you find growth
The facts

Where you’ll find us...
- Bristol, London & Milton Keynes
- 90 people and growing
Where we work...
We’re based in the UK but we work anywhere in the world
How to contact us...
Phone: (+44) 117 918 3500
Web: www.databasegroup.co.uk
Web: www.databasegroupinteractive.co.uk
Email: beyond@databasegroup.co.uk
Some of our people...
We’re people passionate about data and marketing
- Allan Watson (Group Chairman)
- Richard Lees (Chairman)
- Brett Isenberg (CEO)
- Richard Carpenter (Client Services Director)
- Neil Evans (Business Development Director Solutions)
- Guy Hanson (Business Development Director Email)
What we ask of ourselves...
- Consistently create value for our partners through commitment and dedication
- Enjoy what we do
- Innovate as required to enhance value and optimise the costs
What we ask of our clients...
- Collaboration
- Partnership
- Candidness
                                                                                       Beyond Data you find growth
                                      Call us on (+44) 117 918 3500 to explore the potential benefits for your organisation

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Db G Services

  • 1. Database Group – Beyond data Our long term vision Database Group is a customer data company that is committed to delivering value added solutions for our clients. As a customer data company, we’ve focussed on making the most effective use of clients’ own data, coupled with market data, through which to achieve their prioritised objectives. This requires a balance between technologies, data, insight and knowledge of clients own internal capabilities. We will remain data and technology agnostic with the stated belief that this will deliver the most objective, unbiased and best in class solutions for our clients. Our strategy is to retain a strong customer focus whilst remaining channel independent and the businesses commitment to e-mail, SMS and recently RSS based capabilities is strong evidence of this. We aim to focus on those aspects of the CRM process that we can confidently and with experience deliver to offer an integrated CRM experience for our clients. We’re also leading the way in pioneering real-time integration between on- line and offline activity, understanding web and store behaviour and triggering differentiated campaigns at customers based on this behaviour. Looking forward, our most important asset is our people – ultimately the real differentiator that we have . As a business we have set our sights on delivering the strongest service proposition ,which is why so many clients have been with us for well over 15 years. Beyond Data you find growth
  • 2. “AXA Sun Life Direct works with a large number of partner organisations and we need Database Group to be able to match and run suppressions against large volumes of supplied data on an almost daily basis. Maintaining data integrity, accuracy and speed are our critical service criteria. We have built a strong working relationship over the years and we continue to be satisfied that Database Group has the expertise and flexibility to provide the quality of service we expect.” David Gay, Head of Consumer Insight, Axa Sun Life Direct What we do Over 40 years we have developed a wide range of data related skills and expertise in house all directly linked to the management and visualisation of customer data. The services we deliver combine to deliver a range of marketing services that allow businesses to access their data in a way that suits specific marketing and customer needs. Key to our ability to deliver ‘best in class’ marketing services is our data and technology independence. This position allows us to review all of the tools and technologies in the market to recommend and deploy the most relevant options possible. Our services cover database development, hosting, e-mail marketing, analytics, campaign management, reporting, loyalty and automated data solutions. Beyond Data you find growth
  • 3. Solution philosophy The aggregation and centralisation of data sits at the heart of what we deliver. We use our expertise to aggregate a range of data sources from web to MMS to email and EPOS into a consolidated, multichannel single customer view. We do this through the data ‘Gateway’ – which consumes data from any source securely and quickly. From here we create the ‘Knowledge Studio’ where all data is held in a ‘star schema’ structure that delivers robust and fast access to the data for reporting and marketing access - all within a single platform with real- time connectivity with the knowledge studio to inform and refine marketing activities. CRM/Camp Management Insight Knowledge Web marketing Gateway Studio & Analytics Results Multi channel Single Loyalty Customer View Email Sales Management Reporting suite Beyond Data you find growth
  • 4. “We have been extremely pleased with the way that this program has performed. Because we are only paying for qualified leads, it has been extremely effective from an ROI perspective.“ Jess Morgan, Travelbag Marketing Manager Integrated email solution Our email marketing division, Database Group Interactive (DbGi), has developed expertise and become specialists in email marketing solutions. We currently broadcast over 60 million emails each month and have a strong reputation for deliverability, through relationships with many of the leading Internet Service Providers. As an Email Service Provider (ESP) we operate ECOS™, our proprietary e-campaign package, on a managed and self managed basis. We are industry leaders in the use of dynamic content, believing that personalisation should embrace the entire email and not the salutation. Integration between email and other marketing channels, creating a single customer view that takes learning’s from all possible channels to maximise performance and building success for our clients is our primary focus. We recognise that email broadcasting goes way beyond the transmission and requires detailed planning which is why we apply our ‘π ’ framework . The framework covers an ongoing cycle using our wealth of industry experience to assist our clients with the planning, preparation, production, and performance analysis of their campaigns. Our Pi Framework Beyond Data you find growth
  • 5. Integrated email services Our email solution offers many component services to our clients from visual email creation through to robust and detailed reporting beyond the usual open, click through and bounce rates. Clients choose us for their email marketing needs because they are looking for a solution that will provide real benefits and gives them complete peace of mind: ✓ Web-based application, ✓ ECOS™ dynamic content allows accessible from virtually anywhere personalisation, which has been with connection to the Internet proven to improve response rates ✓ Quick and easy to set up email ✓ Only UK ESP to offer ePIC , a campaigns with full campaign revolutionary graphic management facilities personalisation tool which provides personalisation in the creative itself ✓ Detailed reporting function with easy to understand graphics that ✓ UK partner and authorised deliver real insight reseller of Return Path, the leading global provider of email sender ✓ Pre-broadcast testing including reputation data email rendering, content validation and inbox delivery testing to over 50 ✓ UK’s leading provider of Sender major ISPs Score Certified consultancy programs which means clients ✓ Spam filter testing for 10 of the benefit from;. world’s major filter vendors Automatic enablement of email ✓ Built in FTP suite to allow uploads images for a number of ISPs of images Reduced ISP throttling restrictions Increase in email responses rates ✓ Creative development - use by between 25%-40% predefined templates or we’ll help you create own ✓ Integration with all other channels to create composite intelligence that maximises campaign responsiveness Beyond Data you find growth
  • 6. “Database Group has understood the need for us to constantly demonstrate to the broader Renault business the value of our marketing activity and has worked with us to put in place reporting which provides both comprehensive and actionable business insight. We have developed close working relationships with all of our Database Group team members and appreciate the genuine commitment they show to our business.” Christine Didelot, Marketing Database and loyalty Programmes Renault UK Solution benefits – take 1 We let our actions speak for themselves and here are some comments from our clients on how we’ve performed and delivered ‘Beyond Data’ for them. The challenge We were tasked with creating a centralised multichannel single customer view to enable: • Full contact history to be maintained • Centralisation of data from numerous suppliers • Updating and tracking changes to customer attributes during the sales cycle • Developing campaigns to support the retention, strategic, tactical and dealer activities, as well as supporting dealers with live leads for both prospect and research purposes • Creating a reporting universe which gives RUK access to detailed reports, forecasts and analysis • Selling more cars The solution We designed and built a flexible database to meet RUK requirements, whilst also allowing for scalability to cater for necessary future development. Since its inception, 3 additional databases have been integrated spanning the web, fleet and parts and RUK are able to send 10 times as many campaigns today compared with their 2002 capabilities, 80% of which are totally automated and trigger activated. Beyond Data you find growth
  • 7. Solution benefits – take 2 Center Parcs revolutionised the holiday market in Holland over 30 years ago and did the same in the UK when it opened its first village at Sherwood Forest in July 1987, offering short break holidays on a year round basis. The challenge We developed a database for Center Parcs in 2006 with the aim of creating a single customer view to drive marketing analysis. The database holds information on hundreds of different variables that capture data on their customers from bookings to on-village activities and allows tagging with customer classification reports. With the database in place there was an additional need to understand the customer and their related activities in more detail, including; • Campaign reporting, • Customers trends, • Site performance and drive times • Customer behaviours and profiles The Benefits • Campaign reporting portal • Consolidated marketing data warehouse • Segmentation applied to targeted customer propositions • Optimised marketing costs and control Beyond Data you find growth
  • 8. “DbG and DbGi have delivered an extremely successful, innovative series of email activities. We love the dynamic imagery, which we believe plays a major role in helping us communicate our brand within an increasingly competitive marketplace. In terms of responsiveness, enquiries, and competition entries, the results have exceeded our expectations.” Caroline Hitchen, Brand Manager, One North East. Email solution One NorthEast (ONE) is the Regional Development Agency (RDA) covering North East England – Northumberland, Tyne & Wear, County Durham, Tees Valley The challenge We were tasked with helping ONE to produce a campaign to increase response rates for autumn holiday offers in the North East of England and to assist in capture accurate data. The creation of a data warehouse enabled ONE to; • Capture data from brochure requests, competition and coupon entries • Provide live Flexible Web Forms that could be accessed by the general public and the Contact Centre. • Improve targeting of customers and prospects We ensured the names and email address were accurate using specialist processing tools. To increase the response rate for the campaign we used e- PIC to promote the picturesque landscapes in the North East and add graphic personalisation (writing in the sand) to the email, using the recipients name. Our strategy was to spread the campaign over 4 days to warm up the ISPs to prevent the mailing from being blocked. The Benefits • Average delivery rates of 93% • 55% higher open rates for personalised emails than non personalised • 130% higher click through rates • Approximately 40,000 contacts generated, over 1,030 booking enquiries and 1,515 competition entries Beyond Data you find growth
  • 9. The facts Where you’ll find us... - Bristol, London & Milton Keynes - 90 people and growing Where we work... We’re based in the UK but we work anywhere in the world How to contact us... Phone: (+44) 117 918 3500 Web: www.databasegroup.co.uk Web: www.databasegroupinteractive.co.uk Email: beyond@databasegroup.co.uk Some of our people... We’re people passionate about data and marketing - Allan Watson (Group Chairman) - Richard Lees (Chairman) - Brett Isenberg (CEO) - Richard Carpenter (Client Services Director) - Neil Evans (Business Development Director Solutions) - Guy Hanson (Business Development Director Email) What we ask of ourselves... - Consistently create value for our partners through commitment and dedication - Enjoy what we do - Innovate as required to enhance value and optimise the costs What we ask of our clients... - Collaboration - Partnership - Candidness Beyond Data you find growth Call us on (+44) 117 918 3500 to explore the potential benefits for your organisation