The Business
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, the brand delivers superior omnichannel personalization from acquisition to retention.
The Challenge
Before SAP Emarsys, Love, Bonito’s siloed and unintegrated technology stack hampered their ability to provide a quality customer experience. Their ability to personalize digital communications across each stage of the lifecycle was handicapped by tech constraints.
Basic email programs took too much time and resources to for the team to activate and they lacked the customer and marketing analytics to inform strategic decision making.
Their disjointed tech stack also lead to an inability to personalize communications across
key customer touchpoints (more than 60% of customers encounter four or more touchpoints with Love, Bonito’s brand before converting). The retailer needed a single platform to support scalability and future growth plans.
“SAP Emarsys has enabled us to create automated personalized customer journeys across email, onsite, and paid channels. Their automation capability has powered our rigorous A/B testing, achieving 15% revenue uplift on these journeys. Beyond that, the product recommendation capability from SAP Emarsys is very robust in generating personalized recommendations for our online visitors, resulting in a 3x higher conversion rate from SAP Emarsys-powered recommendations. We are super excited to see how SAP Emarsys can further help us drive more results with our omnichannel initiatives in 2020.”
The Solution
Following a quick implementation after choosing SAP Emarsys, Love, Bonito was able to accelerate business outcomes and optimize their acquisition and retention goals by:
The Impact
Through channel-agnostic customer-centric personalization, Love, Bonito improved customer acquisition, increased lead conversion and optimized return on advertising spend. Retention was improved by increasing purchase frequency and average order value from existing customers. Within 6 months, they achieved:
