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"They went above and beyond from a customer service standpoint. The level of service never changed."

Agency Partner

Our agency client had previously worked with a number of media partners depending on the project, however after many successful projects, we became their lead media partner.

They went above and beyond from a customer service standpoint. The level of service never changed.

Background

I was the VP Digital at a Toronto based marketing firm.

Opportunity / Challenge

For what projects/services did your company hire Hotspex Media?

Hotspex Media was our preferred, trusted programmatic media partner. We worked hand-in-hand with the Hotspex Media team for all client projects from strategy development through to campaign analytics.

Projects ranged from paid social media, programmatic display, video and paid search. We worked with Hotspex Media on a variety of client projects - automotive, CPG, retail, B2B.

What were your goals for this project?

Our focus for all projects, including this automotive project, was driving conversion online. Wherever possible, we aimed to define conversion as a sale, however often we would have to define it as an appointment booking, seeking a dealer location or calling a dealer.

Solution

How did you select Hotspex Media?

Hotspex Media became our preferred partner through our initial RFP process. We had worked with a number of media partners depending on the project, however after many successful projects, they became our lead.

Describe the scope of their work in detail.

We were able to work in true partnership with Hotspex Media and they became an extension of our digital team. For this project we engaged their team with the initial client brief and walked through the brief on a call with the Hotspex team.

We answered any questions, shared our initial thinking and brainstormed some media options. From there the Hotspex team had internal meetings and put together a proposal based on the brief.

This proposal focused on recommended media channels (including strategic rationale), breakdown of spend by channel and estimated outcomes. Once the plan was approved by client, Hotspex media executed all media, provided weekly check-ins on results and provided a final report on results.

The Hotspex Media team also checked in throughout the campaign to make adjustments to the media to improve performance.

What was the team composition?

We worked closely with three members of the team for this campaign - VP, Strategist and Analyst. The team remained consistent throughout the project.

Results & Feedback

Can you share any outcomes from the project that demonstrate progress or success?

The results of this campaign exceeded expectations - specifically when looking at engagement and conversion through digital media.

How effective was the workflow between your team and theirs?

Program management on this campaign was well above average. The Hotspex Media team was always met timelines and was proactive in flagging any concerns or issues with the campaign.

After initial kick-off calls, most communication took place over email and Slack and was very streamlined and purpose driven. The Hotspex Media team was always accessible and eager to connect to discuss the campaign whenever necessary. They were very focused on customer service.

What did you find most impressive about this company?

Two areas that I found most impressive: 1. They went above and beyond from a customer service standpoint. The level of service never changed - from initial meetings through to delivery of report.

They were a true partner through the highs and lows! 2. Knowledge and approach - the Hotspex Media team always went above and beyond our expectations especially when it came to pushing our thinking about innovative ways to use programmatic media.

They always came to meetings with new ideas or options. They were incredible easy to work with and to collaborate with. Often our meetings would turn into amazing brainstorm sessions - this always made us bring forth the best ideas for our client.

Are there any areas for improvement?

The lines of communication were always open with Hotspex, so there were never any issues that weren't resolved right away.

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