PACCAR Parts: Savings In Overdrive/Get In Gear

PACCAR Parts, a truck designer and manufacturer, reversed its loyalty programme growth plateau in the US by launching a machine learning system to help personalise its offer.

Summary

With a diverse portfolio of consumers, PACCAR Parts' loyalty program experienced growth plateau in digital engagement and offer redemptions. Fleet characteristics like truck age, fleet size, owner/operator etc. drove the product preference and buying patterns at individual customer level. A recommendation system powered by machine learning was built to recognize individual customer characteristics and analyzed the engagement and purchase behaviors to personalize offer content across digital touch points. Hyper-personalized offers were delivered through our "SAVINGS IN OVERDRIVE" and "GET IN GEAR" campaigns and the program achieved positive year over year redemption growth for the first time in the last...

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