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Replacements, Ltd. Retail | NA SAP Emarsys Customer Engagement
Retail
With over 11 million items in their warehouse, Replacements, Ltd. is a retailer that specializes in china, crystal, silver, and collectibles, and is dedicated to helping people create memories that last a lifetime. This focus has grown the business over 36 years into a $80-million-a- year operation.
+$101,000 Revenue Additional revenue within the first four months 100% ROI Within weeks of implementation $26,000 Increase Of browse abandonment revenue in first three months +400,000 Contacts Increase of new contacts in the database
Headquarters United States
Products Collectibles retailer
Web Site
replacements.com
Business Challenges • Increase e-mail performance • Drive up revenue with abandoned cart reminders • Strengthen online customer experience by tracking web behavior Customer Benefits • By implementing Smart Insight, Replacements could rely on AI-driven data science to create more effective email campaigns in far less time. In addition to growth in purchases and revenue, Replacements was able to achieve a 16% average open rate among highly engaged customers • Replacements used Web Extend to track all visitor behavior on their website, and among other things, they found a huge opportunity in cart abandonment reminders, generating more than $10,000 from their first campaign and a total of more than $101,000 in additional revenue within the first four months • They were able to collect additional customer data. With that information, they could apply the same personalized customer service that they provided over the phone to their website visitors. In particular, they saw an increase in incremental revenue upon implementing a browse abandonment campaign, which generated more than $26,000 in the first three months “The thing that I appreciated from the interaction with SAP Emarsys Customer Engagement was that they heard us. They did their due diligence. The SAP Emarsys Customer Engagement platform was applicable to what we were looking for, and it didn’t feel exaggerated. I really appreciated the straight talk from SAP Emarsys Customer Engagement.”
Linh Calhoun Chief Marketing Officer Replacements, Ltd.
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