Norwegian

Case

Automation & Personalization

Norwegian

Individual, Well-Timed Travel Communication

2022

Individual, Well-Timed Travel Communication

Individual, well-timed communication to the customers and to the market. It’s sales but it’s also service. How it will be perceived is about timing and personal relevance.

Case video

The Task

The world came to a standstill during the pandemic. Not just on the ground, but also in the air. To travel was no longer 'to live', but rather 'to take the risk'. Several airlines had to close and others gathered dust on solid ground.

Both during lockdown and now when everything has reopened, there is a huge need for individual, well-timed communication with customers and the market.

With our marketing automation work, we have helped the Nordic region's most popular airline back on its feet, even stronger and even faster than before.

The Solution

The work and solution that Dwarf does for Norwegian is all about 'automated dialogue’. We develop and maintain a very complex customer Dialogue Program for Norwegian. We think it's wild numbers. And that travel and leisure are placed where automated customer dialogue really makes good sense.

For this reason, we have, together with Norwegian, build more than 50 separate Dialogue Programs, where we try to target you and the 2.5 million other recipients who gave us marketing permission.

And this communication will be delivered to you, almost before you even discover how much you long to traveling, and hereafter, when you have a weak moment, you will be persuaded to buy a little extra catering or service. That’s sales. But it's also service. It’s about timing and personal relevance.

In addition to strong dialogue programs, we help Norwegian in their CRM department, where we complete the team with Denmark's most skilled and technically strong developers - experts in Responsys, the system Norwegian uses when millions of emails go out worldwide.

We also contribute with a small team of communication experts who help and support in strategy, planning, and setup of all the emails that Norwegian sends out – so we simply make sure that all communication flows.

Nicola Riva

Head of Digital Marketing

"For us, Dwarf is not only an agency but a key partner for our CRM activities. We have been working together for many years, and Dwarf is now an important part of the Norwegian family. Dwarf has helped us during very challenging times, like the pandemic, and has always stepped up to offer us the help, advice, and assistance we needed. We can rely on them for any help and improvement in the CRM area – from strategy to planning and execution, from getting the best out of our tech assets to improving our figures on conversion rates or engagement rates. With Dwarf on our side, we have been able to improve our overall figures in CRM, successfully developing a winning strategy for our digital business."

The Result

The Dialogue Program is a machine that handles 24 million transactional emails, 140 million influenced, and 21 million unique users visit Norwegian’s platform with 8 million bookings each year. Simply put, this is an important part of the business model. We maintain and expand the machine so that a small effective marketing team can run all the communication effortlessly.