RV Lifestyle Company Chooses Twilio Customer Engagement for Data-Driven Customer Experiences

What’s the best way to provide a personalized customer experience? Essentially, by tracking customer behavior and drawing conclusions about what customers need and when, and then reaching out at the right time with the right message.

In this vein, customer engagement platform Twilio Inc. recently announced that Camping World is successfully reaching customers using tools from across Twilio's Customer Engagement Platform.

Camping World provides its customers across the U.S. with everything they may need to enjoy the RV lifestyle – from purchasing an RV, to protection on the road and any tools one may need on the journey. The brand has many different digital properties across its businesses, and this requires a comprehensive data strategy. It has built this strategy using Twilio Engage, SMS, Voice and Segment's Customer Data Platform (CDP) to power its personalized marketing and customer campaigns, allowing the company to better reach customers looking to enjoy the RV and outdoor lifestyle.

Twilio Segment allows Camping World to improve data collection to better understand their customers. Then, Twilio Engage makes it easy for them to act on those data insights to build better customer experiences with personalized omnichannel marketing campaigns. When Segment was implemented, Camping World saw a 35% increase in conversion rate and the cost-per-lead decreased 16% on their paid media channels almost immediately.

“With Twilio Segment on board we’re able to simplify data inconsistencies and consolidate customers across our websites and mobile apps,” said Brad Greene, Senior Director of Marketing Technology at Camping World. “This better understanding of who our customers are enables us to focus on being a resource and the one stop shop for our customers’ RV needs. We’re excited we could share our best practices on how to leverage data-driven solutions to improve marketing and product efforts at Twilio’s recent Transform Together event.”

In addition, the Twilio solutions have enabled Camping World to retain its highest-value customers by keeping users engaged through personalized customer journeys, and use the insights learned from data collection to build better products for customers.