Pollard Banknote Builds Real-Time Customer Journeys With Bloomreach Engagement

Industry: Gaming

Pollard Banknote Limited partners with lotteries around the world to drive their revenue for good causes.

With printing industry roots dating back to 1907, the company has kept pace with the developing needs that lottery clients require, becoming one of the largest instant-win ticket providers in the world. In the last decade, the company has embraced the growing digital space for online gaming, expanding to provide digital solutions like mobile application development, interactive games, iLottery systems, and software to help lotteries manage their operations.

Products

Email Marketing

Mobile and App Marketing

Bloomreach Engagement

Marketing Intelligence and AI

Omnichannel Orchestration

1.15

total ticket values

submitted during the campaign period

Click-Rate

from unlocked wheel reminder emails

Open Rate

from last chance campaign emails

Challenge

Pollard Banknote knew it needed to be a market leader in the digital space to provide innovative engagement strategies and elevated player experiences for its lottery clients. In particular, it needed the capabilities to identify active players and create customer journeys that adapt to meet their needs.

The company wanted a best-in-class solution that could harness customer data in real time to fuel targeted marketing campaigns and foster meaningful player engagement, which made Bloomreach Engagement the right choice to power its loyalty program.

Solution

Using Bloomreach, Pollard Banknote created valuable real-time loyalty campaigns that inspired the continued engagement they’re looking for — like the X Cash Blitz Wheel Spin campaign created for the Kansas Lottery.

This triggered loyalty campaign incentivized players to submit special tickets via Kansas Lottery’s PlayOn app. For every $1 in tickets submitted, a player earned 10 points, which were added to their rewards wallet in the app and could be used to redeem a variety of rewards.

When a player opened the app during the campaign period, they were prompted with the opportunity to submit a specific X Cash Blitz ticket to unlock a multiplier wheel for additional rewards points. If a player submitted the specific ticket, the campaign triggered a real-time response for the user’s in-app experience — it recognized the specific player’s action, adjusted their experience in real time, and unlocked the multiplier wheel in the user’s in-app rewards page.

When a player that submitted a ticket navigated to their reward page, they saw the multiplier wheel they unlocked, which they could instantly use to win bonus reward points. This maximized their winnings, encouraged players to submit X Cash Blitz tickets, and inspired the deeper level of engagement that Pollard Banknote was aiming for.

To further promote the Wheel Spin initiative, Pollard Banknote expanded the campaign’s reach with omnichannel messaging — an introductory email spreading awareness of the wheel, a reminder email and push notification that invited users to spin the wheel they unlocked, and a last-chance email promoting the campaign.

Player engagement is our primary goal, and Bloomreach gives us the ability to personalize the customer experience in real time, which makes all the difference. With the platform’s granular marketing capabilities, we can incentivize audiences that are interacting in the moment to continue engaging, creating the ideal customer journey.

Brian Fielbrandt

Director of Analytics, Pollard Banknote

Results

The X Cash Blitz Multiplier Wheel Campaign was a great success, driving $1.15 million in total ticket values submitted during the campaign period and inspiring thousands of players to engage with the in-app game.

The omnichannel initiatives supporting the campaign also contributed major wins, with the reminder email yielding a 50% click rate and the last chance email receiving a 34% open rate.

Thanks to the real-time marketing capabilities of Bloomreach, Pollard Banknote continues to create responsive omnichannel experiences that keep audiences active and engaged. Building on successful initiatives like the X Cash Blitz Multiplier Wheel campaign, the company plans to expand its use of the Bloomreach Engagement platform, adopting more Loomi AI-powered features to build personalized customer experiences at scale.

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