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Love, Bonito Retail | APJ SAP Emarsys Customer Engagement
Retail
Love, Bonito began as an online blog shop and has transformed the women’s online and offline shopping experience. With 15 stores across four Southeast Asian countries, they deliver omnichannel personalization while driving acquisition and retention.
+15% Revenue Increase of online revenue in 6 months +67% Converted From lead to first-time buyer +18% Purchases Increase in repeat purchases 5x Spend Increased spend from active customers
Headquarters Singapore
Products fashion products and accessories for women
Web Site
lovebonito.com
Business Challenges • Basic email programs took too much time and resources to activate with their previous platform • Siloed organization and unintegrated technology stack impacted customer experience and made it difficult to personalize digital communications across each stage of the lifecycle • Lacked customer and marketing analytics to inform strategic decision making that drives better business outcomes • Inability to personalize communications across key customer touchpoints (>60% of customers encounter 4 or more touchpoints with Love, Bonito’s brand before converting) • Needed a single platform to support scalability and future growth plans in the retail industry Customer Benefits • Improved customer acquisition by increasing lead conversion and optimizing return on advertising spend • Improved retention by increasing purchase frequency and average order value from existing customers “Their automation capability has powered our rigorous A/B testing, achieving 15% revenue uplift on these journeys. We are super excited to see how SAP Emarsys Customer Engagement can further help us drive more results with our omnichannel initiatives in 2020.”
Isabella Zhou Head of Growth Love, Bonito
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