The Story The Work The Results
phone

Dell Consumer Renewals

Automated Global Renewals Notification Program

left arrow Back to: Case Studies
The Story The Work The Results
phone
Contact
The Story
01 _

The
Story

Dell’s consumer hardware service and support contract renewals program needed revitalization due to a lack of alignment between marketing, data, and sales teams. This misalignment hindered the program’s effectiveness, leading to missed opportunities and low engagement. Leveraging the data logic and dynamic content strategy from Dell’s successful commercial Warranty Expiration Notification (WEN) program, MODintelechy set out to enhance the consumer renewals initiative, ensuring more effective communication with the core audience.

Capabilities

go to market icon Go To Market
Digital Strategy
Personalization
Contact Strategy
technology icon Technology
Marketing Automation
transformation icon Transformation
Digital Transformation
data icon Data
Audience Management
Audience Segmentation
Database Management
Machine Learning
Attribution Reporting
Industry:  Computer Hardware and Technology
turquoise light
02 _

The
Work

The Dell US Consumer APOS team tasked MODintelechy with adapting their commercial program to better serve the consumer hardware renewals notifications efforts. Together, we tackled the following key challenges:

Low Notification Volume arrow

To address the low notification volumes relative to the total number of customers with expiring hardware, MODintelechy delved into customer personas, hardware usage, and warranty data. This research formed the foundation for an automated notification program designed to target the right customers at the right time.

Transparency and Legal Compliance arrow

There was a lack of transparency in customer warranty data and legal challenges related to audience targeting. MODintelechy enhanced the data logic to provide a comprehensive view of consumer warranty renewal opportunities. Additionally, MODintelechy leveraged previously approved legal emails to craft outreach templates that complied with all necessary regulations.

MODintelechy’s work led to a program pilot, which evolved into an automated program. This program seamlessly integrates consumer hardware renewals data into a dynamic system that operates globally.

purple light
blue light
quotation marks
“MODintelechy has allowed us to reach new levels of success in our global customer renewals business. With their partnership, we have been able to successfully integrate and align marketing and sales motions by leveraging custom data logic and migrating marketing automation platforms—creating an end-to-end customer renewals notification strategy that not only drives leads into our renewals pipeline, but tracks and provides our sales teams with invaluable reporting and business intelligence. Together, we have transformed the workplace by reducing manual efforts globally, refining our data extraction and targeting processes, and executing data-driven strategies to drive consistent annual revenue growth.”
author
Heather Denman
Sr Advisor – Global CSB Sales Strategy
right arrow
03 _

The
Results

The data-driven pilot program blossomed into a fully automated global initiative with scalable infrastructure, showcasing how data alignment, enhanced transparency, and automation can drive substantial growth.

48x
ROI on the program
270%+
increase in renewals opportunity
290%+
increase in inbound volume
320%+
increase in renewals revenue