Highlights:

• Endurance aimed to optimize direct mail for cost and response improvements.
• Continuum co-developed a new strategy focusing on print procurement and logistics.
• Saved over $500,000 and improved delivery coordination within three months.
• Brought key processes back in-house for better efficiency.

Understanding the Obstacles

Endurance is a large provider of extended vehicle service contracts. Their omnichannel, go-to-market strategy heavily relies on direct marketing via mail to drive new customer acquisition-with very large volumes of more than 10 million pieces mailed monthly.

As they evaluated their direct mail and existing printer relationship, they saw possibilities to improve print procurement, production and timing of in-home delivery to support load balancing within national call centers.

We’ll Take It From Here

That’s when they reached out to Continuum. “We went through a due diligence process which captured our current state and then co-developed our future state based on the goals we had for this partnership,” said Colleen Sugarman, Chief Marketing Officer at Endurance. “As part of our implementation process, and prior to going live, we built in a period of parallel testing to confirm the new processes, deliverables and performance.”

As a result of this effort, Continuum committed to a seven-figure cost-savings each year across three years with that commitment linked to Continuum’s compensation. With a dedicated account team, we leveraged our print manufacturing, postal optimization, and logistics network to execute Endurance’s direct mail program, seamlessly.

Creating Success

Continuum saved Endurance over $500,000 in the initial three months after going live with our direct mail and procurement services. Additionally, we achieved a 95% timed in-home delivery plan to coordinate and load balance enquiries for Endurance's Call Centers, helping the response and activation rates for direct mail meet their stretch goals.

Since the launch of this partnership, Continuum has 1) reduced costs of Endurance’s overall direct mail program, 2) maintained strict in-home mail deliveries, and 3) brought Endurance’s intellectual property back in-house via fully documented standard operating procedures.

Continuum has brought forth innovation and format ideas to help us improve our response rates and further reduce costs. I will never work directly with a printer again. I highly recommend Continuum as a strategic partner for the procurement and execution of direct mail.
- Chief Marketing Officer at Endurance Stevie Award ® Female Executive of the Year, Customer Service

Continuum’s Capabilities

• Direct Mail
• Intent Based Marketing
• Creative Production
• Campaign Management
• Marketing Procurement
• Postal Optimization
• Logistics Network Management
• Print Manufacturing