Ghost Boosted Brand Awareness Consistent Communications Always-on Engagement Repeatable Outreach Supported Sales Growth

Program Engagement Services

The Scope

Although their 360insights platform-powered SBS Rewards  program was running smoothly, Serta Simmons Bedding Canada (SBSCA) was struggling to keep Retail Sales Associates (RSAs) engaged. So, SBSCA worked with 360insights Program Engagement services to transform sporadic outreach into a consistent, branded participant experience.  

Their goal: Build a consistent communication layer that would highlight offers, simplify next steps, and ultimately turn more eligible activity into submitted claims.   

The Challenge

Without an always-on engagement strategy, RSAs were missing important updates, value-add content, and timely reminders about eligible incentives. Communications were ad hoc, and many RSAs were leaving claims (and revenue) on the table. SBSCA wanted to build a repeatable, targeted outreach engine that would keep the program top-of-mind, increase qualified claim submissions, and directly support sales growth across their retail network.   

The Solution

At the beginning of 2025, SBSCA added 360’s Program Engagement services on top of their existing SBS Rewards program to close the communication gap. Together, they designed a strategic engagement plan that plugged directly into the incentive ecosystem and did the heavy lifting of program communication.   

A Feature Promo Banner on the program portal became the primary visual anchor each month, spotlighting the key offer or message RSAs needed to see first. Every banner reinforced current promotions, clarified “what’s in it for me,” and drove RSAs straight back to the portal to submit eligible claims.   

A coordinated email cadence deployed communications to target RSAs on the first Wednesday of every month. Emails were personalized where appropriate, built in skimmable, mobile-friendly layouts, and tightly aligned with what participants saw in the portal.   

Every touchpoint was designed to work together: consistent branding, predictable timing, and clear calls to action. The underlying technology stayed the same, but the participant experience changed dramatically: from sporadic, easily missed messages to a structured, insight-informed engagement experience.   

The Results

By layering Program Engagement services onto an already-strong incentive program, SBSCA saw:  

• Healthy deliverability rates between 98–99%

• Strong click-to-open rates above industry averages

• Unique open rates over 50% on every deployment

• 243% year over year eligible claim transaction growth

   

Meaningful performance gains, no tech stack overhaul needed. RSAs were better informed more confident about the offers available to them, and far more likely to complete the claim submissions that directly contribute to SBSCA’s sales growth.